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Customer Service Manager

San Antonio, Texas, United States
February 23, 2018

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San Antonio, TX ** 210-***-**** or duggan411@outlook,com


I am a highly competent individual with many years of experience in office administration, verbal and written communications, personnel management, client relations/services and commercial insurance underwriting and brokering. My work experience has made me a well rounded person skilled in many different areas but I am eager to learn more and I adapt quickly to change. I am logical and detail oriented with a high level of integrity, loyalty and ethics as well as a dedication to all manner of privacy concerns.


I am seeking a career opportunity with a company that will allow me to fully utilize my communication, organization, personnel / project management, problem solving and analytical skills.


Intermediate to Advance Microsoft Office skills.

30+ years working in office environments, able to work well autonomously or as a member of a team.

15+ years working in a Team Lead, Supervisory or Managerial capacity.

Exceptional client / customer relationship building and retention skills.

Experienced in tracking workflow and implementing cost effective improvements for increased productivity contributing to a higher profit margin.

Outstanding professional communication skills.

Core belief in providing "above and beyond" exceptional service to both internal and external customers at every level.

Experienced in:

Risk management through data analysis and visual observation.

Injury analysis and prevention.

OSHA Recordkeeping including Texas inspectors' expectations of data provided and possible annual survey of DART data.

Required Federal and State filings with regard to those employers who have opted out of the Workers Compensation Act.

Led the 'Train the Trainer' meetings with client's store managers on various safety subjects.

Commercial Insurance underwriting and/or brokering.

Cross selling and up selling commercial insurance products.

Marketing and Sales ~ creating flyers and other promotional documents to send via e-blast communication and take on customer sales calls.

HIPAA, HITECH, GLBA and other privacy regulations, as updated and/or amended. WORK EXPERIENCE ~

Account Executive, Commercial Lines Underwriter / Broker Quirk & Company Inc -- from March 2017 to January 2018

See below.

Client Relations Manager, Administration and Marketing Support Manager Providence Risk & Insurance Services Inc -- from April 2001 to October 2016

Write and maintain Standard Operationg Procedures with regard to to each duty performed by me and my staff.

Establish and implement team policies, goals and objectives conferring with others as necessary.

Oversee activities directly related to client relationships and customer services. Lead, train, coach and mentor all members of the Client Services team. Design, plan, organize, direct and monitor new employee orientation and training.

Thoroughly investigate client issues, complaints and possible contractual violations immediately. Send investigative findings, with advice regarding action taken, back to the client (with CC to all applicable PRIS officers and/or managers). Proactively make billimg corrections before EOM invoices are sent to each client.

Provide bi-annual reminder notices, advice and technical assistance to clients with regard to annual Form 5500 Federal filing compliance.

Provide reminders (or copies if we assumed responsibility), advice and technical assistance to clients with regard to annual Form DWC-5 Texas e-filing and proper DWC employee posting notices edition dates, number and placement compliance.

Provide advice and technical assistance to claims adjusters, claims supervisors and claims managers with regard to a client's insurance policy language, limits, SIR or Deductible

(amount and whether it was per occurrence or per employee/per occurrence), definitions and underwriting intent.

Compare client's Work Related Injury Benefit Plan (regulated by ERISA, as amended) and their Excess Employers Indemnity insurance policy and provide client and their assigned claims team members of any "gaps" or "differences in conditions" (DIC).

Bi-annually, or more often if necessary, analyze team's monthly statistical data worksheets listing each member's assigned tasks to determine if there is a need to reassign some tasks and identify areas that need additional training or cross training for adequate coverage.

Plan, organize and execute quarterly team building exercises (from on-site trivia challenges or scavenger hunts to off-site bowling, laser tag, zip lining, oil painting or cooking classes).

Manage New Client Implementation and system set up. Organize and lead implementation/set up telephonic meeting(s) with client contacts, key PRIS personnel and the client's ERISA representative (if they have one). Complete New Client Implementation form and assign duties and anticipated completion dates to various PRIS personnel per New Client Assigned Duties and Responsibilities Checklist worksheet. Monitor worksheet for actual completion dates and escalate to appropriate manager if assignment has not been completed by the anticipated completion date.

Regularly named Employee of the Month by peers prior to becoming a member of Management. Members of my team were regularly named Employee of the Month by peers subsequently.

Account Executive, Commercial Lines Underwriter / Broker Quirk & Company Inc -- from March 2017 to January 2018

Review new and renewal submissions for various lines of business.

Utilize various websites to determine additional risk analysis as necessary.

Discuss any concerns and request additional information with submitting retail agency's contact as necessary.

Using best practices, determine which contract carrier had the best program or, if no program was available, would logically be the best fit for the insured based on requested coverages.

Using the same best practices logic shown above, if insured was a large company, had frequency or severity loss issues or was in an industry that is prohibited by all contract markets, submissions were underwritten and sent to brokerage markets for consideration and quoting.

Ordered and reviewed all inspection reports. Advised retail agency contact of recommendations requiring compliance and suggestions for additional safety measures that the insured may want to consider adopting.

Made determination of whether to request voluntary audit information or order an audit report from an independent audit company.

Reviewed and rated all endorsement requests prior to forwarding to my Underwriting Assistant for processing.

On occasion, would act as debt collector either with my agency contact or directly with the insured when the agency would turn back an additional premium item for direct collection.

Regularly named Employee of the Month.

Performed outside sales and marketing.

Prepared flyers and brochures for e-blasting.

Senior Workflow & Underwriting Clerk

Crum & Forster Commercial Insurance Inc -- from January 1986 to March 1991

Happily applied exceptional skills to all duties as assigned.

Regularly named Employee of the month by management.

Once was recognized by management as Employee of the Quarter. PROFESSIONAL ACHEIVEMENTS ~

1. Outsource Artisan Contractors Rating/Quoting

M aximizing Time Efficiently

I wrote procedural guidelines, promulgated General Liability rates for various limits and built an extremely user friendly Excel workbook rating program for 32 classifications of artisan contractors. Worksheet/Tab 1 included all rating formulas. Retail agent would mark the radio dial of the selected limits where indicated by the cell with a drop down box and enter the estimated annual payroll in the only other available cell (entire workbook was locked and password protected). Worksheet/Tab 2 would than show the minimum and deposit estimated annual premium, subject to $500 minimum premium, including applicable tax and fees, in a quotation format that included all applicable policy forms, 17.5% agency commission and my company's $100 processing fee. I than submitted a marketing presentation to the contract carrier I selected based on them being the best fit for these classes of business and they accepted my proposal to allow select retail agencies rate and quote these classes in-house with binding subject to my Underwriting Assistant's review and approval. The program was such a hit that it was released for use to all but a handful of contracted retail agents within 6 months of its original release to 10 agencies. This saved an incredible amount of time and left the production underwriters more time to focus on larger accounts and additional sales and marketing opportunities.

2. Company Growth, the Development of a New Team and SOPs SOP/Team Development and Growth

When I began my employment with PRIS I was hired as the Marketing Assistant. Due to my insurance experience I also handled all of the company's own insurance, the Excess Employers Indemnity insurance for all five (5) clients and was the in-house expert for all things insurance policy related (SIDE NOTE: Two of the original five insureds were purchased by larger companies who had their own insurance brokers. The remaining three insureds were handled by me for 16 years without any glitches whatsoever even as carriers and rates changed [one client did go back into Workers Compensation for about 5 months before returning to me and opting out again but I digress.) The company was four years old when I was hired and still only had those initial five clients, but the owner had wisely positioned herself and was ready for growth. She started by hiring a very strong professional marketing firm and me. Once the marketing firm began bringing in new clients, I was working very long days and weekends to keep up with them (see New Client Implementation information under Work Experience above). Within five years I was promoted to Marketing Supervisor with a staff of one, than to the Marketing Manager with a staff of three and finally, spinning off from Marketing altogether, formed the Client Services team with a staff of seven, including the receptionist and mailroom clerk.

Over my 16 year tenure I would inherit many tasks for my team as others simply evolved from growth. No task ever came with Standard Operating Procedures

(SOPs) so by the time I left I had written and maintained over 30 SOPs and we had 82 clients. Most of the clients were long term clients with anniversaries between 10 and 15 years. No client ever left due to poor customer service by me or anyone on my team in the entire 16 years.


Junipero Serra High School in San Diego, California Specializing in General Education requirements and Varsity Badminton (voted MVP by team in Senior year; ranked 14th in San Diego County the same year); 3.2 GPA Medical Careers - VoTech

Office Recordkeeping - VoTech

Junior Achievement of San Diego - Member of Haunted House Commission Comparative Political Systems (CompPolySci) - college credit course United States Air Force

Four years active duty upon graduating high school University of Tennesse in Knoxville

Total Quality Management/Statistical Process Control Various - Life

INS Certificate

Commercial Rating and Underwriting Courses for Property, General Liability, Automobile, Umbrella, Inland Marine and Garage

Workers Compensation v. Excess Employers Indemnity - differences, regulatory requirements and relationship to ERISA.

HIPAA, HITECH and GLBA, as amended.

Many courses over the years regarding personnel management, time management, professional written communications, telephone skills, and many others too numerous to list. Former Star12 member.

Human Resource courses include Sexual Harassment in the Workplace, Discrimination in the Workplace, Active Shooter Training, Other Forms of Harassment and Retaliation, Ethical Behavior in the Workplace.

Emergency Procedures in the Event of an Angry Visitor 8th Floor Fire Warden

Customer Service Certificate (working on Diploma)

Notary Public Commission, State of Texas, County of Bexar; ID #12448685-9; expires 03/27/2019

General Lines Agent - Property and Casualty; License #1112957; expires 10/13/2019 Surplus Lines Agent; License #2191347; expires 10/13/2019 PROFESSIONAL AND PERSONAL REFERENCES AVAILABLE UPON REQUEST

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