Customer Service Manager

Sharon L. Ruth

**** ****** *****, ******, ** ****3

Home 302-***-**** ( Cellular 302-***-****

*********@*******.***

SUMMARY OF QUALIFICATIONS

. Ability to determine risk eligibility

. Over twenty years experience in Professional Liability products

. Recognized as medical malpractice resource in local physician

community

. Self-starter with the ability to work independently

. Stable and successful career background with a strong and ethical

background

EXPERIENCE

Management

. Provided leadership, instruction and supervision of 18 personnel -

efforts resulted in a decrease in staff turnover and increased

productivity

. Managed staff in daily operations, including evaluation and discipline

- efforts lead to a high morale rate for unit and no turnovers

. Agency benefited from increase in sales of 12% overall unit wide

. Retention rate at its highest in history of 98% on two divisions of

unit (physicians and dentists)

. Implemented Lean strategies when faced with an increase of product

demand but no increase in staff. The unit processed 23% more work

with no additional staff, no overtime and a 90% accurate & complete

rate

Underwriting

. Physicians, lawyers, accountants, dentists and miscellaneous risks

. Held pen from various carriers with different degrees of authority

. Supervised policy issuance staff - held error rate to under 5%

. "Hands-on" ability to direct, manage and influence the

underwriting process to support coverage design

Account Management

. Responsible for medical malpractice book in region

. Experience in professional liability books on direct and indirect

basis

. Application review, risk determination and pricing

. Handle changes, inquiries, cross selling, coverage gaps and

documentation

. Proven analytical and quantitative skills, with strong

organizational, interpersonal, communication and time management

quality.

Placement Experience

. Direct to carrier

. Utilization of wholesaler

. Experience as wholesaler - responsible for over 500 agents in

region

. Monitor market place for new/improved products

Sales

. Ability to earn client trust

. 95% renewal retention

. Successful growth of 10% or more per year

. Experience in direct sales and using intermediary (agent)

. Direct/indirect experience

. Proven record of cross-selling

. Cold calling and utilization of Association relationship

Marketing

. Products/services

. To Associations and their membership

Communication/Customer Service

. Proficient at using Windows, TAM, Microsoft Office products, Sales

Force, GSV

. Proven record of providing exceptional customer service

. Ability to communicate effectively in any environment

. Adaptable to any situation

. Work well under pressure

. Not easily flustered

. Strong and ethical performance

. Excellent time-management and phone skills

Value Added

. See value in networking and making contacts within ancillary

businesses in the industry

. Lean/Six Sigma background - assist clients in process improvement

. Frequently looks at big picture

. Listens to the voice of the customer

. High energy, proven team player, flexible and capable of interacting

with a variety of individuals internally and externally

. Desire and dedication for a long term professional career

EMPLOYMENT HISTORY

. Senior Account Manager Willis DE Wilmington, DE April 1990 to

present

. Account Manager J.A. Montgomery Wilmington, DE September 1988 to

April 1990

. Account Manager Bramhall & Hitchen Newark, DE January 1986 to

September 1988

EDUCATION

. De Technical & Community College Stanton, DE 150 credits Fire

Protection Engineering Technology

. Lean Healthcare Certificate ASQ

. Healthcare Yellowbelt

. Medical Professional Liability / Advanced Medical Professional

Liability Certificate

. Harassment Avoidance Training for Managers

. Discipline and Termination: Avoiding Legal Pitfalls

. Red Flag Rule Training

. Principles of Lean Healthcare

. Applying Lean Thinking

. Office Value Stream Mapping

MEMBERSHIPS

PLUS ASQ DAHQ HQPNJ MGMA DMGMA NJMGMA DSCC DHCN BWN PAHCOM DHCFA

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