Customer Service Manager
Resume:
NANCY LLERA
Clermont, FL 34711
abh5vj@r.postjobfree.com
PROFESSIONAL SUMMARY
I possess the ability to quickly learn new systems and applications, a self-
starter with good organizational and multi-tasking skills. I'm able to work
in a fast-paced working environment and posses the ability to prioritize
and work independently and as part of a team. I am able to communicate
professionally with my peers, producers, clients, company underwriters and
agents. I'm familiar with all aspects of insurance services from the
prospecting, application, marketing through to close.
EXPERIENCE
F.G. Drywall Construction Inc.
January 2009 - Current
Office Manager
Responsible includes accounting, payroll, coordinate with field
supervisors, material suppliers, general contractors and subcontractors.
Reviewing insurance contracts, OCIP, construction contracts, etc.
Relationship and communications.
Insurance Office of America
July 2007 - November 2008
Producer/Broker
New business production through the sale of commercial property & casualty
insurance products and group health. Coordination of worker's compensation
products along with payroll servicing providers and insurance carriers.
Establishing RTW programs and worked frequently in replacing PEO clients
back into traditional worker's compensation products and re-establishing
experience modification.
Brown & Brown Insurance
February 2003 - June 2007
Producer/broker
Transitioned into large account sales. Fit the needs of large regional and
national clients in a wide ranging field of industries. Other duties
included managing schedules, set appointments with prospective clients, and
analyze existing exposures and present alternative insurance solutions to
fulfill the needs of prospects and clients. Emphasis placed on worker's
compensation products and placement of accounts due to errors on their
experience modification calculations. Reviewing and repromulgating
experience modifications for potential and existing clients as required.
Select Account Manager/Broker
Commercial lines sales representative with an emphasis on construction.
Created the select accounts sales center which specialized in all lines of
business. Produced approximately $246,000 in revenue during the 2 year
period I was solely dedicated to sales for that division. Position required
knowledge of multiple carrier rating systems, directing work activities and
full management responsibility for the performance and development of
subordinate staff in accordance with corporate strategic direction. Lead
and developed underwriting efforts and the development of underwriting
training. Created, presented and trained senior management in the
development and implementation of marketing and business strategy.
Developed operating plans for enhancing the business and meeting strategic
objectives. Reviewed and directed the application of underwriting policy
and pricing for all risks within an assigned book of business. Developed
and maintained agency relations with multiple carriers underwriting,
marketing and regional vice president of division to ensure positive and
profitable outcomes. Reported business progress to senior management.
Responsible for tracking changes with carrier on state/territory issues and
regulations, industry activity and trends. Responsibility in updating all
carrier underwriting requirements and applications for all licensed
carriers. Creating and designing a department to work with independently
and with direct carrier customer service teams. Additional positions
included marketing accounts generating over $2,500 in revenue, negotiating
terms with carriers and assistance in presentation of accounts to carriers
and clients.
Achievements
Created & headed up the Select Account Division. 89% client retention in
marketing existing clients. Completed B&B U.
Seed-Roberts Agency, Inc
January 1999 - April 1999
Account Manager
Management of large accounts $200,000 to $2,000,000 in annual premium.
Marketing of new and existing accounts and customer service.
Baker-Hopp & Associates /Orbis Management Group April
1995 - January 1998
Sales Representative/Executive Account Manager
for PEO (Orbis Management Group). Sales & development of human resource
services in combination with worker's compensation and group benefits
products. Development of pricing structure, underwriting and product
marketing. BHA management of large accounts, prospecting, marketing and
customer relations.
Wausau Insurance Companies
June 1992- January 1995
Associate Account Representative
Research and development of prospects, installation of new accounts,
proposal presentation, renewal reviews telemarketing, quoting and initial
underwriting. Marketing of their independent agency (CAI). Group
enrollment presentations, telemarketing, benchmarking and customer
relations.
OVERALL SKILLS & ABILITIES
PC Skills:
. Microsoft Word, Microsoft Power Point, Microsoft Excel, Microsoft
Quickbook,
Software:
. AMS System, Applied Systems, variety of carrier rating and
underwriting programs, Silverplume, Zywave
Professional Skills
. Strong negotiating skills, Self-motivated, strong analytical and
problems solving skills, strong oral and written communication skills,
Strong organizational skills, Time management skills
Language Skills
. Fluent in Spanish
EDUCATION & CERTIFICATIONS
Brown & Brown University
June 2007
HBW - Design Solution Certification
October 2006
CIC - Agency Management
January 1996
Commercial Casualty
July 1996
IIA-SM18 Supervisory Management Certification
August 1994
Health & Life Licensing - Michigan State University
July 1992
Property Casualty Licensing
December 1991
IIA - Property & Casualty
December 1991
Lawrence Tech University
January 1991
Macomb College
August 1988
PERSONAL
Current member of the Lake County Builders Association. Formed new
association for the ATTA (American Trote and Trocha Association the
exclusive US Representative for the originator of the horse breed in
Columbia SA) . Former member of the NACW, Boys and Girls Club.
Organization and solicitation of prospectors and fund raising activities
for Saratoga Hospital and Boy and Girls Club.
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate