Customer Service Manager

Education/License

Alabama A&M University

Huntsville, AL

B.S. Business Administration, Cum Laude

May 1998

GA Property/Casualty License

GA Life/Health License

Skill Summary

Underwriting, Sales, Customer Relations, Agency Relations, Staff

Management, Change Management, Training, Project Management, and Microsoft

Office Suite.

Work Experience

State Farm Insurance

Decatur, GA

Insurance Account Manager October 2007-

Present

. Assist individuals in selecting insurance coverage to meet their needs

. Compile list of prospective clients to provide leads for additional

business

. Contact prospects and explain features and merits of policies offered

. Develop effective ways to retain business through various methods

. Provide flawless customer service by handling new business accounts as

well as cross selling on existing accounts.

. Quote applications for property and casualty, life and health

CNA Commercial Insurance

Maitland, FL

Operations Supervisor, Middle Markets

June 2006 - April 2007

. Responsible for performance management and development of eleven

policy representatives.

. Participate and enforce the implementation of operational strategies,

workflow, and other best practices.

. Responsible for timely deliverables of new and renewal rate requests

and issuance to five branches.

. Devised strategies to benchmark performance progress and presented

status to Directors and Assistant Vice President.

. Assessed and revised business processes to effectively meet the needs

of clients and maximize work processes.

. Maintained multi-tiered internal and external client relationships

ensuring efficient completion of deliverables and service.

. Frequently monitored production and quality standards by:

o Assessing individual and team attainment of quality performance

goals;

o Determining new work allocation; and

o Identifying opportunities for individual development and team

training

Vanguard Fire & Casualty

Maitland, FL

Underwriter January 2006

- June 2006

. Lead a team of Underwriting Assistants and provided direction and

training on new products and services.

. Accountable for determining the feasibility of coverage for insurance

applications by utilizing a combination of:

o Actuarial analysis and standards

o Natural and catastrophic disaster probabilities; and

o Corporate policy and procedures

. Utilized knowledge of automated systems to develop information on new

and renewal policies

Amica Mutual Insurance Company Denver,

Portland, and Orlando Regional Offices

Senior Account Manager

March 1999 - December 2005

. Managed team of insurance representatives who efficiently produced

quality underwriting services.

. Underwrite applications for automobile, homeowner, personal umbrella

and watercraft risks policies.

. Managed service levels, including ACD and after call times,

production, and quality of services.

. Motivated team to meet and exceed performance goals by orchestrating

sales contests, training seminars and team development exercises.

. Created local marketing campaigns with organizations such as the

Public Broadcasting Service (PBS), I-Max Theaters, and Denver Chamber

of Commerce, to strengthen company brand and generate new business

accounts.

. Prepared annual performance evaluations for employees.

. Recruited, interviewed and hired candidates for available positions.

. Re-negotiated inspection pricing with vendors which directly shortened

the underwriting approval cycle and decreased associated underwriting

costs by 35%.

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