Customer Service Manager

Shawn J. Morales

*** *. *** ******, **** ***, Long Beach, CA 90802

Home: 562-***-**** – Cell: 714-***-****

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

Career Focus

Well-qualified marketing professional adaptive to changing market conditions. Demonstrative ability to provide

leadership to an organization with a focus on revenue and client retention.

Summary of Skills

• Business recovery and sustainability • Web-based reporting tools

Strategic planning

• Account management • Sales

• Negotiation skills

• Complex problem resolution

• Project management

• Marketing materials development

Accomplishments

Account Management

• Managed a book of business generating over 1million in revenue for medium to large size accounts.

• Successfully retained 90% of all renewal business.

Market Research

• Defined industry segments and identified opportunities in domestic and international markets.

Marketing Requirements

• Worked with customers to define the needs of their industry and company.

• Worked with carriers to develop future programs for segmented business.

Client Interface

• Worked in close collaboration with clients, providing current and future evaluation on their insurance

programs.

Professional Experience

Agency Manager/Sales Agent /Customer Service October 2011 to Present

Farmers Insurance-Long Beach, CA

Engaged in running a Farmers Agency while involved in the sales and customer service of Personal, Commercial,

Health and Life.

Marketing Executive April 2003 to October 2011

Sander Kessler/HUB International – Los Angeles, CA

Generated over $1 million per year in revenues resulting from Medium /Large-scale accounts. Reviewed, researched

and negotiated commercial Property/Casualty, Workers Compensation and Management Liability. Developed and

executed marketing programs and general business solutions resulting in increased company exposure. Created

standard quarterly marketing collateral while ensuring all deadlines were met. Worked closely with company

underwriters to identify new business opportunities. Reconciled and reported discrepancies found in records.

Communicated with customers, employees and other individuals to answer questions and explain information. Created

both new and renewal business submissions. Researched and identified appropriate markets for each individual

account. Evaluated loss history, prepared loss recaps and monitored each account throughout the quoting process

representing the insured in a positive manner by reducing the risk exposure to the carriers. Prepared proposals, issued

binding orders, bills, invoices and account premium allocations according to established procedures.

Account Manager October 1999 to April 2003

R.T. Beers – Long beach, CA

Reviewed, marketed and negotiated insurance plans. Calculated, prepared, and issued bills, invoices and account

statements, according to established procedures. Reconciled and reported discrepancies found in records.

Communicated with customers, to answer questions and explain information. Reviewed files, records and other

documents to obtain information and respond to requests. Completed and mailed bills, policies, invoices and checks.

Managed projects and served as primary liaison between client and carriers.

Account Manager March 1990 to October 1999

Bowermaster & Associates – Downey, CA

Reviewed, marketed and negotiated insurance plans. Calculated, prepared, and issued bills, invoices and account

statements according to established procedures. Reconciled and reported discrepancies found in records.

Communicated with customers, to answer questions and explain information. Reviewed files, records and other

documents to obtain information and respond to requests. Completed and mailed bills, policies, invoices and checks.

Managed projects and served as primary liaison between client and carriers.

Account Assistant /Rater January 1984 to March 1990

Pioneer Financial – Costa Mesa, CA

Education

University of Phoenix: Bachelors in Business Management (currently enrolled)

Licenses: California Property/Casualty: California Life and Health

Skills/Computer

Creative Problem Solving

Domestic and International Experience

Knowledge of various Document Management systems

Advanced knowledge of Microsoft application (i.e. Word, Excel, PowerPoint, WordPerfect, Outlook)

Exceptional Interpersonal Skills

Community Service

Volunteer/ Meals on Wheels

Volunteer /Counseling for Parents Heart Association

Volunteer at CHOC Orange

Volunteer for National Association of Mental Illness (NAMI)

* References available upon request.

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