Management Customer Service
Resume:
Diana L. Mansell
abpdhy@r.postjobfree.com
http://www.linkedin.com/in/dianamansell
CAREER SUMMARY
Solutions-oriented and forward thinking account management professional. Focused primarily on
cultivating relationships and delivering an integrated approach toward resolving client issues to mid-to
large size businesses. Identifies and pursues expanded revenue opportunities with clients to meet client
specific business objectives and support new business initiatives. Involved in all aspects of the project
life cycle. Proven ability to propose, manage, design, develop and deliver complete solutions to
customers. Demonstrated ability to lead change and manage results in fast-changing enterprises.
Expertise includes:
Communications Project Leadership Operations
Client Relationship Management Business Process Reviews Planning/Budgeting
Support & Training Systems Implementation Contract Renewals
Presentations Customized Solutions Development Project Quotes
PROFESSIONAL EXPERIENCE
SUA Insurance Company, Chicago, Illinois (a specialty P & C insurance company) 2008 to 2009
Client Service Account Manager
Established strategic client relationships for the organization to partner agents and brokers to
minimize client issues and achieve corporate objectives. Conceptualized client partners serve as a
community by collaborating on industry trends.
Mentored colleagues by implementing a more cohesive approach toward managing client
expectations. Project completion time reduced by 20%.
Orchestrated a process to coordinate multiple tasks during the renewal process to reveal unprofitable
business. Efforts included strategies geared toward raising awareness in the department and offering
recommended solutions to increase profits by identifying risk management issues.
CS STARS (a division of Marsh) Chicago, Illinois (risk information technology systems) 2000 to 2008
Account / Client Relationship Manager
Reversed a history of poor performing accounts by evaluating and renegotiating contracts to raise
profitability levels. First year generated over $1 million annually from a $90,000 book of business.
Established a history of improving or growing business performance and profitability by expanding
client portfolio and applying consultative sales techniques. Revenue goals and profitability margins
were above the standard in every established account each year.
Invaluable to clients by maintaining a simple philosophy of (1) analyzing business processes and
client needs (2) offering enterprise solutions by leveraging technology (3) delivering projects in
manageable phases that demonstrate ROI and (4) enabling customer to take ownership.
100% client retention during tenure.
Diana L. Mansell Page 2 of 2
AIG Claim Service, Dallas, Texas (a P & C insurance company) 1996 to 1999
National Account Team Leader
Reorganized, led, and directed 12 team members. Same responsibilities as indicated under Team Leader
for Zurich.
Led the planning and implementation of claim department reorganization, including selecting and de-
selecting team members, which resulted in a significant improvement in claim file audit and customer
service scores.
Guided and counseled team members for leadership positions by mentoring and developing their
potential. This resulted in two promotions to senior level positions.
Improved customer expectations by closely auditing special claim handling instructions and adhering
to best practices.
Zurich-American Insurance Group (a P & C insurance company) 1987 to 1996
Team Leader Workers Compensation Claims (promoted 1993 to 1996), Dallas, Texas
Led a team of 8 direct reports and opened a new satellite office to build customer relations and improve
service levels with major client. Responsible for: customer service, quality claim handling, investigation,
compensability decisions, subrogation identification and pursuit, litigation management, vendor
management, fraudulent claim identification, case analysis and strategy development utilizing advanced
settlement strategies, solid reserving practices, talent recruitment and retention, expense management,
closing ratios, disability management, medical case management, compliance, and budget management.
Planned, implemented and revitalized claim expectations resulting in an improved claim product and
customer satisfaction.
Provided leadership and involved with change management as the company transformed from market
segment into functional line of business teams for organizational efficiency.
Custom Middle Market Claim Consultant (promoted 1992 to 1993), Schaumburg, Illinois
Supported business divisions by presenting claim service programs that grew a classified loss
sensitive program by generating large accounts with more than $500,000 in premium.
Quality Assurance Consultant (promoted 1990 to 1992), Schaumburg, Illinois
Improved best practices by developing, implementing and continuously improving claim file review
programs resulting in improvements by 10% each year. Employed program to compliance goals and
within two years raised compliance scores from below 60% to 98%.
Senior Major Case Unit Supervisor - H.O. Claims (1987 to 1990), Schaumburg, Illinois
Partnered with branch claim offices to manage claims at the highest level of complexity. Served as a
technical resource in establishing reserves, developing strategies, reinsurance reporting, and settlement
authority on catastrophic cases.
Hand-picked by superiors to participate in the designing of a corporate training manual to be used as a
reference to increase claim handling skills.
Assisted in creating and delivering Slips, Trips, and Falls training program throughout the branch
offices resulting in a 11% reduction in claim costs, nationwide.
EDUCATION / CERTIFICATIONS
BA, Business Management, Elmhurst Management Program, Elmhurst College, Elmhurst, IL, 1986
Six Sigma Green Belt, Chicago Deming Association-Six Sigma Masters Program, Naperville, IL, 2009
ITIL V3 certification, 2009, Project Management Professional (PMP certification)-in progress
Associate in Claims Program, Insurance School of Chicago
Covey Leadership Program
(Please see Box.net application on http://www.linkedin.com/in/dianamansell for personal references)
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