Customer Service Client Retention

CHEREASE WADDY

248-***-**** *********@*******.***

CAREER SUMMARY

As a professional with over 16 years of exceptional relationship management and client retention combined with a managerial, technical, and entrepreneurial background, I’m set to make a positive difference within your organization. Individually or motivating the team, morale and revenue is sure to increase. Studies characterized with consistent High Distinction along with a number of high achievement awards, demonstrating a dedication to consistently exceeding expectations with superior levels of customer service interpreting complex and detailed industrial instruments in fast-paced insurance environments: ideally positioned to add strategic value.

SKILLS

An experienced team leader with the ability to initiate/manage cross-Functional teams and multi-disciplinary projects.

Critical thinking, decision-making and problem-solving skills. Planning and organizing.

Excellence Personal Communication skills

6+ years of relevant experience in a commercial insurance brokerage or underwriting environment.

Project management skills: Influencing, leading, Negotiating and delegating abilities.

Conflict resolution

Adaptability

Strong Business leadership skills

Technical and technological skills

Key sales and marketing skills

Goal driven.

EXPERIENCE

Burns & Wilcox

Associate Underwriter I March 2020 – September 2023

Managed a portfolio of personal/commercial insurance accounts, ensuring timely and accurate policy renewals and endorsements.

Conducted thorough risk assessments and underwriting analysis to determine appropriate coverage and pricing for clients.

Built and maintained strong relationships with clients, providing exceptional customer service and addressing any inquiries or concerns.

Collaborated with underwriters and claims adjusters to resolve complex issues and ensure client satisfaction.

Developed and implemented strategies to increase client retention and drive new business growth.

Review and underwrite new business submissions for acceptability according to authority granted.

Evaluate, accept, reject or modify risks within established underwriting guidelines and authority.

Comply with company policies, procedures & rating plans when evaluating and managing risk.

Make sound risk and pricing decisions to drive profitable growth and achieve business objectives.

Achieve designated customer service standards with a focus on fast turn-around time.

Provide detailed issuance instructions to ensure policy is delivered consistent with quoted terms and conditions and in accordance with established guidelines relative to policy construction.

Utilize various underwriting tools to determine acceptable risk characteristics, accurate classifications, insurance to value, calculate rates, etc.

Recognize and create cross selling opportunities for other company products.

Develop deep understanding of partner agents and work together to develop processes.

Assist the management team with training, mentoring and coaching of new associates and less experienced team members.

Stay abreast and knowledgeable of market trends and conditions to guide our business and achieve desired objectives.

Develop strong, long-term relationships with assigned agency partners to profitably grow a book of business.

Participate on projects and initiatives as assigned by leadership.

Model behavior that encourages collaboration, teamwork and open communication.

Caleb Insurance Agency

Senior Executive Account Manager September 2018- March 2020

Build relationships and understand customer business to provide appropriate solutions.

Define sale and growth strategy toward key customers while aligning with critical sales business objectives.

Identify opportunities and build credibility with customers; Utilize product and industry knowledge to deliver value proposition to the customers.

Increase overall performance of the organization by creating strong customer relationships and new customer partnerships.

Brokerage Underwriting P&C for both personal and commercial clients, invoicing and following up.

Managed a strategic portfolio of clients, worth $2.5M retaining business and growing.

Aggressively hunt and prospect for new business opportunities by making 50+ daily cold calls and following up on leads in order to ensure pipeline sufficiency.

Along with utilizing servers CRM systems such as Epic, AMS360 & Hawksoft.

Coleman & Waddy Agency

Owner/Entrepreneur September 2014- September 2018

Owned and operated a successful agency specializing in multi-line insurance/brokerage products.

Supervised an administrative in-house staff of two.

Maintained full P&C license and life & health license, payroll, and advertising responsibilities.

Steady business growth of an average 27% in the past 2 years.

Cultivated and maintained an exemplary network of business associates statewide as a result of extensive interaction and strong communication skills.

Insurance sales for P&C and Life, Accident, and Health insurance.

Building and maintaining a book of business over $2 in premium. Business to business sales while developing and managing commercial/personal lines insurance accounts, and life/health insurance.

Developed effective client discovery and intake process to ensure client needs were properly addressed and the correct coverage and placement suggested. Increase sales revenue and retention rate of customers maintained at 85% or higher. marketing to various demographics to build business.

Communicate with existing clients for annual review to access change in circumstance and passively grow the business.

Underwriting insurance policies. Managing the office and employees.

Broking/underwriting P&C for both personal and commercial clients, invoicing and following up.

AAA Michigan

Insurance Agent October 2007-July 2014

Insurance sales agent for the internet team selling P&C personal line insurance products in 11 states.

Meeting and exceeding all goals that were presented.

Provided professional product expertise in a Call Center by thoroughly and pleasantly explaining all policy attributes to include coverage’s, premiums, deductibles, payment options and additional policy language.

Prospect and market to generate new sales reach sales goals.

Utilized SalesForce and CRM systems.

EDUCATION

MBA 2009 University of Phoenix

B.A., Business (Health) Administration 2007 Davenport University

LICENSES

Property & Casualty

Life, Accident & Health

Real Estate

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