DANA D. THOMAS

**** ********** **** *******, ** *2789

Phone: 407-***-**** Email: ad0exk@r.postjobfree.com INSURANCE ACCOUNT/OFFICE MANAGEMENT CLIENT SERVICES CAREER STATEMENT

Licensed insurance professional and seasoned employee with high level of commitment, dependability and attention to detail; excellent analytical reasoning and problem-solving skills; advocate for team approach to resolving issues; ability to adapt to change through history of career progression in various industries PROFESSIONAL EXPERIENCE

HUB INTERNATIONAL, 2021-present Winter Park, FL

Insurance Account Manager

• Advocate for clients while managing property and casualty insurance policies

• Analyze accounts to ensure coverage optimization for existing clients

• Seek renewals of contracts by offering pristine client services and service recovery in the event of any improvement opportunities

• Ensure organization’s mission is upheld by following leads, initiating new services from existing clients and seeking out new clients at every opportunity

MCGRIFF INSURANCE AGENCY, 2020-2021 Maitland, FL

Insurance Manager

• Service the needs of clientele for a variety of insurance services for the sixth largest insurance broker in the US, also the seventh largest in the world

• Ensure high quality client services, internally and externally, as our professionals adhere to our Client Focused Risk Solutions model

• Advise customers of any upcoming policy changes that may affect their premiums, coverage or claims INSURANCE OFFICE OF AMERICA (IOA), 2016-2020 Lake Mary, FL Insurance Account Manager

• Manage a book of business encompassing over 500 customers, focused on property and casualty

• Provide complete servicing of accounts, confirming value of policies and updating policies as required

• Review renewals ensuring coverage is adequate and appropriate discounts are applied

• Advocate for customers in cases of disagreement or conflicting perspectives

• Use of APPLIED Rater and APPLIED insurance software applications BOWERS FINANCIAL GROUP ALLSTATE INSURANCE, 2012-2016 Oviedo, FL Insurance Agent Office Manager

• Write policies, daily, speaking with brokers, mortgage and insurance companies

• Manage the office, serving as a key holder, opening and closing the office, performing bank drops

• Delegate duties to other insurance agents, monitoring their time, attendance and performance

• Prepare quotes, sell life insurance and a variety of other policies FARMER’S INSURANCE, 2011-2012 Sanford, FL

Insurance Agent

• Discuss various types and amounts of automobile insurances available

• Generate quotes based on customers’ specific needs

• Sell client-customized automobile insurance

AMERICAN AUTOMOBILE ASSOCIATION (AAA), 1995-2011 Heathrow, FL Insurance Service Representative

• Originate contact with policyholders, insurance company personnel and lien-holders Dana Thomas page 2 of 2

• Research mortgages and execute necessary steps to process a variety of policy-related transactions

• Prepare and input appropriate entries into agency computer systems

• Creation of material for the agency transactional file Senior Customer Service Representative

• Accepted inbound calls, performed triage, and provided appropriate response to customers’ inquiries

• Excellent performance on client satisfaction surveys

• Ability to handle multi-purposed calls, determining when to address, escalate or call the client back

• Trained new customer service representatives, acclimating them to the phone systems, policies and procedures and sharing tips on managing call volumes Emergency Road Service Counselor/Dispatcher

• Received client calls; appropriately dispatched AAA representatives to assist with road side service

• Maintained quality customer service and exercised good judgment in dealing with frustrated customers Membership Services Representative

• Compiled information to solicit new members

• Facilitated client membership processing

LIBERTY MUTUAL, 1999-2000

Insurance Sales Counselor Heathrow, FL

• Prepared and communicated insurance quotes

• Assisted customers with needs

• Sold insurance policies

HERNON MFG, INC., 1993-1995 Sanford, FL

Shipping and Receiving Associate

• Shipped various materials to corporate customers

• Contacted truck lines to store merchandise for transport to clients

• Prepared samples of company products and shipped them to prospective customers

• Received incoming materials

SPRAGUE ELECTRIC COMPANY, 1987-1990 Longwood, FL

Equipment Assembler

• Prepared layouts/schematics for wiring of various devices for highly intricate equipment

• Assembled panel boards, switches, scanners and monitors FEDERAL LAW ENFORCEMENT TRAINING CENTER, 1985-1987 Brunswick, GA Administrative Assistant

• Scheduled appointments, filed, handled all incoming/outgoing telephone calls

• Typing, bookkeeping, correspondence

• Prepared expense reports

• Performed various other business office duties

EDUCATION/CERTIFICATIONS

Certified Insurance Professional Sanford, FL

2044 License

440 License

SEMINOLE COMMUNITY COLLEGE Sanford, FL

Certified Medical Coding Specialist classes

ATLANTIC BUSINESS INSTITUTE Orlando, FL

Certificate: Accounting, Bookkeeping

Completed additional course: Bank Teller Training

BRUNSWICK JUNIOR COLLEGE Brunswick, GA

Degree Sought: Accounting

SKILLS

Microsoft office suite D2000 Superb keying skills Multi-line phone systems Office equipment

(Fax/Scanners/Shredders) Excellent verbal communication skills Industry specific software

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