Senior Account Manager

Senior Account Manager
Local Insurance Agency – Illinois
December 2022 to Present

Manage large revenue accounts for multiple producers in Commercial Lines.
Prepare renewal applications and present to multiple markets, process all new and renewal business for assigned producers.
Contribute to communication between agency and insureds on coverage and recommendations.

Personal Lines Call Center Supervisor
Local Insurance Agency – Illinois
December 2021 to December 2022

Managed and led a team of Customer Service Managers in Personal Lines.
Operated in a fast-paced call center environment and handled multiple tasks simultaneously.
Reviewed the team’s live and recorded calls for coaching and training opportunities.
Maintained agency standards of productivity and work processes.
Worked independently in managing workflow and scheduling to meet the needs of the department.
Collaborated with Commercial Insurance Producers on cross-sale opportunities.
Served as the key contact for customer escalations.
Executed self-created action plans to address customer needs and develop a positive customer experience.

Commercial and Personal Lines Client Manager
Local Insurance Agency – Ohio
October 2020 to December 2021

Developed and maintained strong relationships and connections with clients, team members, and carrier staff.
Utilized creative problem-solving to create solutions to client issues, whether coverage-related or service requests, and examined the outcomes of those solutions.
Negotiated and designed insurance and risk management plans for assigned clients.
Led account coordinators through processes and procedures.
Maintained the agency database according to agency guidelines.
Executed strategies developed to satisfy carrier goals and written premium.
Educated and trained others using extensive product knowledge and specific carrier information.

Senior Commercial and Personal Lines Account Manager
Local Insurance Agency – Ohio
January 2019 to December 2021

Managed a book of business, including personal lines and commercial accounts.
Reviewed renewals by contacting clients for updated information.
Quoted accounts, completed applications, worked with underwriters, created proposals, and presented them to insureds and prospects.
Cross-sold to existing accounts, upsold, and requested referrals.
Created and presented proposals to prospects, achieving a 92% close ratio.
Assisted the principal of the agency with the design of employee performance metrics and took on a special project involving Erie Insurance leads.

Vice President of Property and Casualty
Local Insurance Agency – Arizona
April 2014 to January 2019

Operated a virtual office in Barberton, Ohio.
Managed underwriting and market approval for 12 carriers.
Worked with agents to meet and exceed carrier guidelines, acceptability, and loss history.
Created a strategic growth plan by designing and implementing cross-sales, upsales, and marketing strategies, resulting in 140% growth.
Conducted a cost analysis of commercial and personal lines business processes, made changes to the business process flow, and increased profitability by 18%.
Designed and implemented a Customer Satisfaction procedure, utilizing and measuring checkpoints for contact and survey administration, which increased customer retention by 6%.

Senior Sales Consultant
Big Four Insurance Agency – Arizona
October 2011 to April 2014

Introduced best practice methods across departments and locations, which led to receiving the “Executive Manager’s Choice” award.
Served as a team coach, helping sales agents understand and meet underwriting guidelines.
Was selected as the department representative for cross-functional participation in first notice of loss for property and casualty claims with the CAT Team and in researching coverage pertinent to loss.
Was appointed as a “Voice of Liberty” participant in developing business strategies for retention and customer satisfaction.
Handled commercial and personal lines insurance.

Call Center Operations Manager
Bank-backed Insurance Services – Arizona
July 2007 to August 2011

Managed Auto/Home/Commercial insurance with 25 direct reports and 210 indirect reports.
Analyzed trends and projected workforce needs based on Customer Experience goals, resulting in increased production and revenues.
Designed, staffed, and directed a new facet of the division, the Retention Department, which gained recognition from senior management for achieving a retention lift of 8%.
Processed performance reviews and employee recognition for direct reports, meeting deadlines.
Worked as a cross-department leader on projects that garnered buy-in from various departments for cross-functional improvements in processes and procedures.
Was recognized in monthly management and national meetings as a Top Performer.
Oversaw department operations based on managed staff performance, meeting quality assurance standards, training completion, and top metrics for 10 out of 18 months.

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