Customer Service Sales

Summary of Qualifications:

. In-depth experience with all aspects of commercial insurance including

sales, account management, coverage placement, claims, loss control and

process improvement.

. Proven experience managing and prospecting commercial insurance

placements for all size and types of entities.

. Successfully managed large teams of specialists including account

managers, underwriters, claims specialists, metrics team specialists and

marketing associates.

. Created, implemented, managed and monitored service level agreements for

Aon Client Services. Determined process improvement procedures to improve

performance records.

. Developed and managed training for process flows, underwriting parameters

and procedures.

. Ability to confront and resolve internal and external customer service

conflicts.

. Personal knowledge of Midwest broker and agency environment.

. Proficient in Microsoft Office Suite products including Word, Excel,

PowerPoint and Access.

EMPLOYMENT EXPERIENCE:

July 2008 - Present Aon Risk Services, Chicago, Illinois

Broker, Aon Brokerage Group:

Manage commercial insurance placements and daily activity for a

diverse group of commercial clients including reverse flow

organizations. Responsibilities include:

. Manage renewal process and post-placement outputs for existing

client base.

. Respond to new business request for proposals received from

prospective clients.

. Coordinated loss control and safety recommendations and visits

between insurance carriers and clients.

. Coordinate weekly meetings with insurance carriers to cultivate

business opportunities and relationships.

. Manage claims and loss control activities and contract

negotiations on behalf of clients.

. Participated in new account revenue for 2009 exceeding $500,000.

. Work with clients in determining "Cost Of Risk" objectives for

their firm. Determine appropriate monitoring processes and

resolutions.

. Mentor and develop Associate Brokers. Determine workloads /

responsibility levels.

. Monitor department outputs to insure it is compliant with

Service Level Agreements, Transparency, Sarbanes Oxley and

internal "Aon Signature Service" standards. Implement

procedures and training to address areas, which need

improvement.

July 2006 - July 2008 Marsh USA, Chicago, Illinois

Vice President, Casualty Risk Management and Healthcare Practice:

Managed all account management, placement, claims and loss control

activities for new and existing book of Healthcare Institutions,

Manufacturers and Universities. Responsibilities included:

. Presented renewal options to captive boards and client executive

committees.

. Participated in new business proposals, which were successful

for the unit and firm.

. Coordinated and negotiated third party claims administration

"Request for Proposals", for clients.

. Coordinated quarterly workers' compensation and healthcare

professional liability claim reviews.

. Maintained a sales environment throughout the team and

organization.

June 2001 - July 2006 Aon Risk Services, Glenview, Illinois

Associate Director, Team Leader, National Operations Improvement

Team:

Managed national strategy projects including:

. Managed Metrics and Data Analysis team.

. Determined new business niches based on agency management system

metrics.

. Created and implemented new process procedures for sales,

account management and broking business units.

. Sold the servicing side of Aon Corporation during new / existing

client presentations and at industry conferences.

. Coordinated with senior management in determining account

service budgets for local offices.

. Developed pricing engine to determine profitable versus non-

profitable accounts.

. Reduced rework activities via finding the root causes and

implementing process improvements to mitigate them.

. Monitored client satisfaction results and service standards

against goals, benchmarks and metrics to ensure they were

achieved.

. Reviewed clients in jeopardy and provided servicing analysis and

recommendations for client retention.

. Developed and implemented transparency and Sarbanes Oxley

processes.

. Managed transformation process of implementing customer service

center activities for thirteen local offices. Managed teams up

to sixty-five specialists. Including specialists at other

office locations.

February 2001 - June 2001 InsuranceNoodle, Inc., Chicago, Illinois

Vice President of Customer Relations/Team Leader:

Managed the overall service center activities including the

underwriting and sales staff.

. Established the service center's new business goals and agency

management system.

April 2000 - February 2001 iwix.net LLC, Chicago, Illinois

Vice President of Customer Relations:

Developed Customer Relations Department.

. Managed relationships with insurance carriers contracted with

iwix.net.

. Demonstrated and sold iwix.net concept to London and U.S.

insurance markets and agents.

September 1993 - April 2000 Willis Corporation of Illinois, Chicago,

Illinois

Vice President:

Managed overall account management and marketing functions for Reverse

Flow and Global accounts. Also, managed middle market assigned book

of business.

. Sent to London to learn protocol for Lloyds of London

placements.

. Interacted with in-house actuarial department to determine loss

projections, premium allocations, and appropriate retention

levels.

. Managed the in-house administration of two large self-insurance

programs.

EDUCATION:

. Northwestern University, Evanston, Illinois, B.A

. Dominican University, River Forest, Illinois, MBA: January, 2008

. CPCU Designation Program - Six courses completed

. IL Producers License, Property, Casualty, Life and Health

. Advisory and Development Board Member - Marillac Social Center

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