Customer Service Manager
Resume:
DONNA J. FANN, CPCU
Objective To benefit the company through diligence of
effort, leadership, talent of training, creativity, ingenuity
reliability and energy, geared toward achieving
corporate objectives.
Education -Masters Degree: Insurance Management - Boston University
-Undergraduate Degree: Business Administration -
University of Phoenix
-Chartered Property Casualty Underwriter (CPCU)
-Six Sigma Green Belt
Licensing Licensed Insurance Agent, State of Tennessee: Property,
Casualty, Vehicle Physical Damage, Surety, Life &
Health
Experience Caterpillar Insurance, a Subsidiary of Caterpillar Inc. 2001 to
Present
Account Executive - Global Machine Business Unit 04/2011 to
Present
Most of the same responsibilities as the Managing Account
Executive with focus on
EAME Region Only. Designated as the Underwriting Lead for
Diversified Products including Caterpillar Defense and Federal
Products, Forestry Products, Paving Machines, Tunnel Boring and
Work Tools. Manage engagement activities with these Product
Groups ensuring understanding of the Equipment Protection Plan
programs and customer sales strategy. Managing Cat Ins. Global
Bulletin rewrites and updates with Global Warranty Group.
Managing Account Executive - Global Machine
Business Unit 04/2010 to 04/2011
Responsible for training and managing employees working in the
extended coverage new and used machine programs. Supervise
enrollment and special quote processes for Asia Pacific (APD)
and Americas South regions (AmSouth). Oversee Europe, Africa and
the Middle East (EAME) Extended Coverage programs. Implemented
process improvements by rewriting Global Cat service warranty
bulletins. EAME annual budget estimated at 50M gross premiums
written (GPW). APD: 18M GPW; AmSouth: 8M GPW
Associate Account Executive - International
Machines extended coverage 07/2009-4/2010
Major responsibilities include special quotes,
enrollments, customer inquiries, and ongoing
communications with Dealers and Regional
Insurance Managers. Territory: EAME, APD
and AmSouth.
Underwriting Specialist - Program Auditor and
Profitability Analyst 07/2008-07/2009
Audited several programs based on NAIC standards
and internal Cat governance including
machine extended coverage program and Cat Retiree
Medical. Researched current US
States. Filing and premium notice requirements in advance of
rate and form filing. Designed
and developed new policy forms and endorsements
for Cat Insurance and for Cat Corporate
Property & Liability. Conducted "live" classroom
instruction to employees. Agenda included
Corporate. Liability Insurance annotated,
General, Auto and Excess Liability, Workers
Compensation and Umbrella.
Associate Account Executive North America
Commercial Division Extended Service
Programs 07/2005-07/2007
Transferred to work with the North America
extended coverage programs. Provided special
quotes, managed Blanket Used equipment program and
audits. Participant in the North
American Dealer advisory panel as a subject matter
expert and provided solutions to dealers
using our extended coverage programs.
Associate Account Executive-Dealer Programs
07/2001-07/2005
Customer service support of Caterpillar Dealerships Property &
Casualty Insurance, Benefits, Bonds, Directors and Officers,
Pollution Liability and Inventory Protection Plan programs.
Turnkey applications and proposals for new and renewal business
submissions. Partnered with various dealer executives for annual
review of their dealership Property and Liability insurance
programs. Assisted Program Manager with research and processing
the dealer inventory protection program.
Crichton, Perry, Brandon, Jackson & Ward, Inc. - 1999 to
2001
Senior Customer Service Representative
Responsible for complete customer service for
customer accounts including cross-selling,
renewals, day-to-day customer interaction,
renewal presentations and special assignments
such as analyzing Experience Modification through
computer modeling programs
spreadsheets, proposals and coverage analysis.
Volume approximately 4m.
Lipscomb & Pitts Insurance, Inc. - 1995 to 1999
Account Manager
Began with Lipscomb & Pitts as Account Assistant
marketing renewals and writing new
business. Promoted to Account Manager within six
months and worked with two new
producers providing training and marketing new
business. Promoted to work on John Pitts, Jr.
book of business and eventually working with an
Executive Vice President, handling a part of
their book of business as well as all new
marketing of new business accounts.
Duties included: Commercial lines processing,
customer service, new business proposals,
loss analysis, marketing, presentations to new
business accounts, and claims adjudication.
Estimated premium volume, 3m along with marketing
new business.
Menard, Gates & Mathis, Inc. - 1986 to 1995
Customer Service Representative/Agency Personal
Lines Manager
Formed agency's Personal Lines Department.
Responsible for marketing, rating and
processing all Personal Lines accounts for the
agency. Involved in marketing Commercial
Lines accounts for new producers. Moved to
Customer Service in Commercial lines assigned
to a producer to handle both Commercial and
Personal Lines book of business. Managed
Agency's Insurance Administrative Processing
System and updating software programs.
Crye-Leike Insurance Agency - 1979 to 1986
Customer Service Representative/Marketing Manager
Marketed all new business. Evaluated ratings and
account renewals. Responsible for set
up and training using Travelers and Continental
"On-Line" applications and policy processing
systems. Performed customer service duties
including reviewing and issuance of renewals
for the agency.
Accomplishments
Facilitator of the Year - Caterpillar Insurance
Services Corporation 2002
Employee of the Year - Lipscomb & Pitts Insurance,
LLC 1998
Agency Management Vendor Replacement Project
Support- Lipscomb & Pitts Ins., LLC 2003
Enrollment/Quoting Vendor Replacement - Project
2010 Caterpillar Insurance
Green Belt: 6 Sigma - 2008 Global Machine Dealer
Pricing for 2009 Equipment Protection Plan
2011 Cat Insurance 4CS Warranty Project - Subject
Matter Expert
References provided Upon Request
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