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Focused and Highly Analytical will take any Project and turn into GOLD

Wausau, Wisconsin, United States
May 30, 2017

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Proven ability to conduct process improvements that improve customer/account servicing metrics. Adept at maintaining and increasing key account base and guaranteeing client satisfaction in the commercial insurance industry. Consistently exceeds client expectations from initial contract through post-sale and renewal follow-up. Analytical and organized with the proven ability to identify client needs, make recommendations and implement effective solutions. Exceptional ability to resolve complex issues and win customer trust & loyalty, through ease of rapidly developing rapport. Extensive knowledge of risk management, in-depth risk analysis, property, casualty, and other professional lines of coverage.


TAOS GLOBAL GROUP INC. – Chicago, IL 2015 – 2016


Formulated strategic agency long term growth and development plan, including implementation of a new agency management system to improve efficiency on a $10 Million dollar book of business; diligently worked hours outside of the work place to manually assist in data conversion to the new system.

Created and cultivated multiple new carrier/wholesaler relationships after in-depth analysis of risk characteristics of current and future projected clients

Used creative problem-solving abilities to assist financially troubled, Trucking and other Wholesale Distribution clients, to effectively reduce insurance costs via analysis of current business structure, guidance to restructure the business entity, and creation of creative cost saving programs to include Occupational Accident coverage as a new offering to our clients, to reduce costs related to Worker's Compensation premiums

Catered to a difficult class of business, assisted clients with remediation of major loss control issues, developed process improvement and safety recommendations for food Manufacturing clients, and aided in the development of safety manuals and safety plans to proactively manage costs. Successfully re-marketed very difficult classes of business facing non-renewal, poor loss history, and/or lack of options in the marketplace. Excellent mathematical ability in order to underwrite/rate State Pool Auto Liability/PD Plans on large commercial fleets

Reduced and/or maintained loss ratios for all agency/carrier partnerships; Resolved severe loss control issues to improve a tenuous relationship with one of the agencies major carriers.

Trained and managed new Producers/Financial Adviser's, on the basics of commercial and personal insurance, collecting accurate underwriting information, and basic insurance sales skills

HUB INTERNATIONAL – Westmont, IL 2013 - 2015

ASSOCIATE ACCOUNT MANAGER/Select Business Unit Account Manager (3/2013 - 7/2013):

Restored confidence of clientele through intensive account retention efforts for a $300k book of small business accounts with total annual premium under $7,500; re-established trust and favorable relationships with carriers/brokers and internal Account Executives.

Resolved complex billing issues and actively engaged in process improvement strategies with the internal Accounting Department to alleviate issues in the future.

Exceeded retention rate expectations as well as cross-sell expectation frequently for Construction, Life-Science/Technology, Healthcare, and Manufacturing industry segments; Experienced in Global placements and international broker relationships. p

Diligently worked outside of required hours to ensure accurate placement of renewal, last minute negotiation of renewal rates, and other time-sensitive policy servicing issues.

THILMAN & FILIPPINI - Chicago, IL (stepped away from the workforce to raise children) 2007


Exceeded supervisor expectations in providing intensive customer service to "custom" insurance and other national accounts, with a strong emphasis on real estate/property development clientele

Creatively and effectively marketed, negotiated, and placed lines of coverage on smaller, middle-market accounts and other new business or additional lines on existing accounts.

Completed risk and renewal assessments and negotiated coverage terms at renewal and was

Instrumental in securing the renewal business for key accounts; worked outside of standard operating hours to address last minute negotiations of renewal rates and modify presentations for renewal meeting.

Counseled customers on advanced property & casualty insurance and risk management issues and demonstrated initiative through in-depth analysis of client’s current policies and located coverage “gaps”; Created solutions and engaged in stewardship activities to increase account retention

WAUSAU SIGNATURE AGENCY - Downers Grove, IL (home office moved to Warrenville, downsized 2/2007) 2006 – 2007 ACCOUNT SERVICE REPRESENTATIVE:

Improved client servicing functions in a fledgling, non-captive agency ‘venture’ of Liberty Mutual via timely processing certificate requests, contract review, policy change requests, and billing inquiries.

Actively supported Middle Market accounts (manufacturing, retail, auto dealer) with account retention, cross selling, and participated in client renewal meetings in partnership with Account Executive.

Intelligent application of coverage technical knowledge was instrumental in retaining renewal accounts in a competitive marketplace, with an emphasis on educating and empowering the external customer.

DANN INSURANCE, Bannockburn, IL (Recruited by Wausau Signature Agency) 2005 – 2006 TECHNICAL ASSISTANT:

Assistant to principal of company and was provided at-home access to accounts, as the only employee of seven colleagues in a similar job role, due to my superior customer service skills. Furnished middle-market and national accounts with comprehensive and highly detailed customer service.

To improve ease of access to account information for both producer and client, engaged in creation and maintenance of account spreadsheets such as premium annualizations and allocations.

Effectively managed time and resources to complete regular tasks in addition to lengthy monthly and quarterly loss reports for loss sensitive accounts that required significant engagement of time and concentration to create Excel reports and tables.

Contributed in legal and contract reviews; rated, negotiated, and/or placed risk appropriate coverage for smaller real estate accounts.



Demonstrated project management for the development of the Private Client Services department: research, correspondence, policy maintenance, customer service.

Instrumental in conducting a book of business roll-over, accurately completing Acord/Carrier applications and engaged in re-marketing of policies.

Built advanced Excel skills: mail merge documents and expert formula and report building.

MARSH USA, INC. - Nor walk, CT (one of 3,000 employees downsized 12/2004) 2003 - 2004


Produced a new level of higher quality customer service functions for high volume, middle market to international, multi line accounts including: legal contract review and certificates of insurance, endorsements, policy checking, issuing renewal documents, and filing insurance regulatory & licensing documents.

Championed process improvements via focus group participation, and initiation of individual meetings to improve services to specific accounts.

Recognized by supervisory staff for using effective mentoring and training skills to provide support to team members from other business segments and rendered Quality Assurance support to Business Analysts, outside of regular job duties.



M.S. Community Mental Health Counseling 2011 - 2012


Bachelor of Science, Rehabilitation Psychology/ Certificate: Criminal Justice - 1999


Property & Casualty License

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