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Insurance Customer Service & Sales

Boca Raton, Florida, United States
October 01, 2016

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Boynton Beach, FL


Ability Summary

Insurance Professional Specializing in Personal Lines Insurance with 16+ years’ experience in Customer

Service Management, Account Management, Sales, Underwriting, and Marketing. Works well with large

team and alone. Ability to handle analytical scenarios and research detailed information whenever needed.

Proven ability to multi task while staying focused and organized. I like being challenged in my daily work

activities, and enjoy being allowed to think outside the box.

*Employment History*

Personal Lines Account Manager

05/2016-PRESENT / Large Independent Agency /Boca Raton, FL

Duties include but not limited to the following:

Currently working with approximately 23+ FL Homeowners Carriers & 14+ FL Auto Carriers, along with

multiple E&S Companies.

Write New Business by speaking to clients and making recommendations on necessary coverage in

addition to what they already have so the account is rounded out and retention is higher.

Handle an influx of incoming calls daily.

Process payments on behalf of the insureds.

Process cancellations.

Process necessary policy change requests.

Provide evidence of Insurance/Binders.

Work a client Pre-Renewal list throughout the month to obtain a high retention ratio.

Review accounts and make coverage recommendations to the clients.

Bring in new business by referrals that are happy with the service they have been provided and also by

cross selling current book of business.

Marketing Manager (Start-up Marketing Firm)

11/2014-Present / / Boynton Beach, FL

Handled day to day operations for the business.

Created contract verbiage and made sure contracts were up to date and in order for all new and renewing


Assisted new clients with the different packages the company offered.

Handled the marketing firms social media advertising and created a strategy via the utilization of all

social media outlets., handled all customer services and accounting aspects of the firm.

Made sure website was updated and working properly.

Obtained and renewed all business licenses and maintained proper documents for tax purposes.

Handled all accounts receivable and accounts payable.

Personal Lines Dept. Manager

01/2014 - 11/2014 /Brown and Brown Insurance /West Palm Beach, FL

Assisted Account Manager's with final processing of applications for insured's for underwriting

Purposes to insure underwriting acceptance and lower the risk of error. Reviewed changes,

Reinstatements, and cancellation made by the account managers of insurance policies to avoid error

Within submission. Reviewed insurance applications to ensure that all questions have been answered,

Compiling data on insurance policy changes, changing policy records to conform to insured

Specifications, while compiling data on lapsed insurance policies to determine automatic

Reinstatement according to company policies, canceling insurance policies as requested by agents,

And verifying the accuracy of insurance company records. Quoted and bound all ne Personal Lines

Business for the office. Handled Standard and High-End Clientele Accounts, going above and beyond

For all. Working side by side with all of our carrier’s underwriters to make sure the underwriting

Requirements would be met before application submission took place to help insure approval rate. Ran

Multiple reports in order to balance the department budget and ran marketing campaigns to help

Improve productivity and increased revenue within the department. **Software-Applied/TAM, SEMCAT,


Customer Service Dept. Manager/ Supervisor/ Team Lead/ CSR

02/2010 - 01/2014 /Peoples Trust Insurance Company /Boca Raton, FL

Started out as a CSR, then was gradually promoted from CSR to Team Lead to Supervisor to CS Dept.

Manager. Managed an Insurance Customer Service Call Center with approximately 28 CSR's. When we

were busy I would get on the phone and service the clients like any of the CSR's would. Call Center

Handled approximately 1800-2200 incoming calls daily. Handled escalated calls from insured's until a

Resolution was reached. Assisted the CSR's daily with ongoing SOP (Standard Operating Procedures).

Responsible for the CSR'S schedule to make sure we always had enough all incoming

Emails in-house and from our insured's and would delegate if necessary. Handled all of the rewrites

And reissues of policies within the company for directly written business. Corrected payroll

Discrepancies bi-weekly through payroll system for my dept. handled any Billing Issues and resolved

Payment Reconciliations working closely with the Accounting Dept. Attended weekly meetings with

Departmental Management to make sure all aspects were properly functioning and streamline.

Insurance Producer/ CSR (Specializing in Homeowners/Auto)

06/2003 - 01/2009 /Landmark Insurance of the Palm Beaches /Palm Beach Gardens, FL

Insurance sales representative and customer service. Writing new policies for clients as well as

Cross selling to existing clients. Uploading and binding new insurance applications, and processing

Changes for existing clients. Composing emails and letters to clients and co-workers. Assisting

Clients over the phone with coverage and policy questions. Faxing, emailing, scanning, and filing

Daily. Inputting client's information on management system. Taking payments via credit cards and

Checks by phone for current and new clients.

Insurance Customer Service Representative

05/2001 - 06/2003 /State Farm /Wellington, FL

Writing new business for the agency. Providing customer service to new and existing clients.

Insurance Customer Service Representative

08/1999 - 05/2001 /Allstate Insurance /Wellington, FL

Writing new business for the agency and providing customer service for new and existing clients.

Occupational Licenses & Certificates:

1) Life, Health, and Annuities License 2-15 / Florida Dept. of Financial Services / Obtained May 2002 /

Status- Active

2) Property & Casualty License 2-20 / Florida Dept. of Financial Services / Obtained in October 2000 /

Status- Active

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