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Manager Customer Service

Eatontown, New Jersey, United States
August 16, 2018

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Cecil Maxwell

Tinton Falls, New Jersey ***** 917-***-****


Casualty Professional with expertise in underwriting Healthcare, Middle Market Commercial and Large Corporate Casualty accounts. Experienced in the development, management and profitable expansion of Casualty portfolios. Disciplined, goal-oriented, results focused and attention to detail in launching and execution of strategic initiatives. Strong customer focused on delivering improved and sustainable service to enhance the customer relationship and maximize renewal retention

Technical Casualty Underwriting and Program Development Healthcare Industry Customer Service Project Management Strategic Planning Management By Influence

Relationship Management-Customer and Broker Training and Development


Zurich North America New York, NY (1998– 2017)

National Healthcare Practice Leader

Worker’s Compensation Practice Leader Middle Markets 2012–2017

Accountable for Profit and Loss, underwriting guidelines, marketing, sales and growth of all Healthcare Property and Casualty that included Hospitals, Senior Care, Medical Facilities and Large Physicians Practices. Established interaction with customers and brokers on prospective and renewal accounts to help promote company underwriting and service capability at Industry conventions, forums, seminars and one on one customer meetings, while continuing the journey to build and improve the Healthcare value proposition for our customers.

Grew Healthcare book from $112M GWP to $240M GWP with a 12% growth in profitability by assisting underwriters in the development of account selling strategies and the management of new and renewal accounts.

Led Healthcare team in publishing the first Healthcare Risk Insights: Benchmark Study of Hospital Workers Compensation Claims. A second Benchmark Study for Healthcare Workers was completed and distributed at ASHRM 2016. The Benchmark Studies helped contribute to greater than 90% renewal retention for the portfolio.

Customized Stewardship presentation materials for Healthcare customers emphasizing underwriting capability, service delivery and Workers Compensation Claims Benchmarking. Participated in over 50 customer Account Stewardship meetings resulting in over a 95% retention for those account.

Developed Healthcare training presentations focused on risk appetite, value proposition, program development and underwriting “Best Practices” for Hospitals, Senior Car and Medical Facilities.

Managed a $400M Workers Compensation portfolio to achieve GWP and Profitability metrics through a process of analysis, interpretation and action plans to collaboratively engage with Zurich Field/business partners.

Conducted monthly meeting to the Customer Industry Segment Heads on the Workers Compensation line identifying key issues and next strategic solutions that resulted in an improvement in the Combined Ratio for the portfolio.

Provided Workers Compensation portfolio($400M GWP) analysis to Senior management and Field underwriting community around monitoring, analyzing key market trends(premium, loss and rate), interpreting impact and developing proactive solutions. This analysis resulted in a better understanding of the issues and improvement in the Attritional loss ratio.

Collaborated with Workers Compensation Predictive Modeling team in the development, implementation and execution of Middle Market Workers Compensation pricing tool.


Senior Vice President- Account Manager 2010–2012

Global Corporate Casualty New York Field Office being a target area of growth, assisted in the marketing, sales and underwriting of new business opportunities. On a national basis, coordinated Healthcare Casualty book of $140M in GWP from underwriting and service delivery standpoint.

Healthcare Specialist with National responsibility to develop strategies providing Field underwriting guidance in profitability and effective underwriting of Healthcare Casualty business. This book produced Combine Ratios under 100% and RBRM over 16%.

New York and Boston Select Champion charges with effective communication and implementation of Select Segment Strategy for new business.

Managed the target producer strategy for Willis New York in generating new business development which drove results to meet new business plan.

Senior Vice President- Underwriting Referral Manager 1998-2010

Accountable for Profit and Loss, underwriting guidelines, training, manuscript endorsements and profitably growing large Casualty offices representing approximately $1.2 Billion GWP encompassing Workers Compensation, Auto and General Liability lines of coverage. Product lines included Retrospective Rating, Large deductibles, SIRs, Guaranteed Cost and Captives programs.

Assisted the Regional Offices in managing their portfolios to achieve profitability targets and net written premium goals for new and renewal business. The Casualty GWP for 1998 of $750M profitably grew to $1.2 Billion in 2012.

Collaborated with Field offices on the pricing and manuscript of endorsements for individual accounts through the automated referral system of over 350 referrals per year

Participated in many new and renewal Account Stewardship presentation that resulted in renewal retentions over 90%.

Implemented underwriting and pricing strategies to meet/exceed target return objectives of over 12% Return on Equity.

Spearheaded Underwriting Audits of Field offices to address trends that can impact profitability and identify learning opportunities. Goals was to reduce underwriting leakage by 5-10%

Additional Experience:

New York Underwriting Manager - CNA Insurance Company

Home Office Risk Analyst - Continental Insurance Company

New York Underwriting Unit Manager - Continental Insurance Company


Bachelor of Science, Liberal Art

Bernard Baruch City University of New York


Member, American Society For Healthcare Risk (2015 and 2016)

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