Commercial Lines Customer Service

Carolyn V. Kouyoumjian-Farias

** ******** ******

Fitchburg, MA 01420

**************@*****.***

617-***-**** Cell

Skills:

Ability to write accurately and effectively, work extremely well in fast paced environment to meet deadlines, extremely open to feedback in all aspects of performance. Ability to work independently and absorb information quickly, ability to make decisions on my own and improvise if needed. Ability to work on a team, Manage Employees up to 10. Skilled in Microsoft Office, Applied, Epic, Nexsure, Lexis Nexis, Social Media

Foster Insurance Agency

April 2019-Current

Commercial Lines Account Manager

Daily interaction with clients and brokers

Quote or obtain quotes for new business specializing in contractors, tree services, farms, manufacturers, transportation, restaurants, hair salons, etc.

Responsible for all registry transaction for insureds and dealerships, including section 5 accounts

Responsible for finance agreements, Invoicing and Billing of accounts for direct bill agency policies

Responsible for monthly renewal retention

In person meetings with insureds to review policies and coverages for accuracy

Suggest coverage and cross sell insurance when reviewing policies

Issue Certificates of Insurance as needed

Assist insureds with Loss Control recommendations and follow up until completed

Responsible to maintain agency management system when changes are requested and update all accord applications

Order all request for policy change endorsements

Issue all endorsements to insureds

Review all policies for accuracy and issue to insured

Review Audits and assist clients with Audits when needed

Educate clients on insurance needs and terminology

Kaplansky Insurance

October 2017-April 2019

Processing Department Manager (7) Direct Reports

Process implementation Management to create efficient work flows for the company to have a smooth operating processing department

Process all documents for 15 offices personal lines and commercial lines

Responsible for all training of employees for personal lines and commercial lines processing (7)

Train Employees in Epic agency management sytem

Mentor all employees and train them on coverages personal lines and commercial lines/ implement business plans to move forward in careers if wanted

Monitor employee’s attendance

Attends all monthly Managers Meetings with executives and other office managers

Discus processing ideas and assists with customer service rep training to partner with processing department

Manage central inbox for all 12 offices commercial lines processing requests

Reviews Policies for accuracy

Issues policies to insureds

Issues endorsements to insureds

Interacts with external partners at companies we write business with (Travelers, Hartford, Mapfre, NGM, Arbella, Aim, Utica. Etc.)

Process New Business

Process Renewals

Provides superior customer service in a timely manner to all internal and external partners

Insurance Overload Services, Inc.

2012-Current as needed

Insurance Professional:

Various contracted insurance and risk management assignments

Personal lines and Commercial lines CSR assignments

Underwriting Assistant assignments

Provides superior customer service in a timely manner to all internal and external partners

Sets up new business and renewal accounts

Manages central inbox for departments

Reviews Contracts

Completes certificates of insurance

Reports claims as needed to TPA

Explains benefits for Workers Comp, Short Term Disability, FMLA and other employee benefits

Creates and issues endorsements

Ensures policies are issued in a timely manner

Argo Group / Alteris

May 2012 - July 2013

Senior Underwriting Assistant Commercial Lines / Strategic Markets

Provides superior customer service in a timely manner on all Commercial Line accounts with all internal and external partners

Review and set up New Business accounts to be rated

Completes renewal set up for accounts which includes managing the paperless file in Image Right, running losses, reviewing vehicles and MVR information, ordering WC Audits and GL Audits, looks up WC Mod’s etc.

Request information from brokers to accurately complete (RFP) and renewals such as all Accord App’s, Supp App’s, Loss information, AI information, Vehicle list MVR information Supplemental Apps

Requests Risk Control reports for new business and renewal accounts as needed

Orders Cat Modeling as needed

Resolves Workers Comp Crits with TPA Madison Consulting

Uploads and manages policies, and all supporting documentation into ImageRight to assist with the paperless

Environment the company has moved to

Primary Contact for Sutherland Questions, Issues, Assignments, etc.

Provides daily training and coaching to team located in India

Reviewed SGS discovery documentation and training documentation

Partnering with business subject matter experts to update and or create missing information

Driving standardization of Boston work processes

Liberty Mutual

November 2008 -June 2010

Senior Underwriting Assistant Specialty Lines (Umbrella)

Provides superior customer service in a timely manner on all Umbrella policies with all internal and external partners

Account management responsible for maintaining multiple business market and middle market accounts in an extremely high-volume setting, starting at request for proposal ( RFP) submission stage through final stages of sold on all accounts

Request information from brokers and clients to accurately complete (RFP) and renewals such as loss experience, fleet information all auto and equipment owned or leased, additional carrier information if the GL, Property, Auto and WC are not written by Liberty Mutual and other information that may pertain to the type of account as an example on restaurants if they have safety programs in place, if they sell alcohol, if they have keno or other gaming in on site, etc. and if it’s a construction site if they have had safety training as well as what is in place for safety on the site etc.

Responsible for all policy writing instructions (PWI) accurately and efficiently on all sold and renewed accounts so policies will be produced via home office in a timely manner (30 days from issued sold binder) once the policy is completed we review the policy to ensure accuracy and issue the policy to the client and broker as well as follow up with them to discuss any questions they may have regarding the policy

Responsible to create all request for policy changes (RPC) to produce all endorsements on policies, such as adding additional insured, name or address changes, increased coverage limits etc. as needed by underwriters and brokers

Assist with the Middle Market Umbrella e-mail in box, this is the starting point for all request for proposals (RFP) renewals, endorsement requests, treaty forms, and general inquires

UNUM Sales Office

July 2001 – November 2008

Senior Sales and Renewal Coordinator/ Team Leader

Responsible for the overall field management of all renewal segments from request for proposal (RFP) to Sold status including Group and Individual Disability, Life & AD&D, LTC, VWB and other group benefits for the Boston, MA and Portland, ME Field office

Sales Coordinator for national practice division groups over 1000 lives providing superior customer support and service on all request for proposals (RFP) for new and renewal business to include timelines, presentations, and marketing materials

Daily interaction with brokers and clients to provide customer service on renewals and in force business on group and individual benefits Short Term and Long-Term Disability, Life AD&D, LTC, VWB, Work Life Balance EAP Programs etc.

Review benefit packages for cross sell opportunities on renewals

Creates benefit summaries for clients, as well as requested benefit kits

Creates all renewal packages for brokers and clients via share point for delivery

Conducts Benefit Fairs to ensure employees understand their short- & long-term disability benefits, long term care benefit, life & ad&d benefit, special risk benefit EAP, and voluntary group benefits such as accident insurance

Partnering with Market Manager, Underwriting and all Sales Reps (11) to price renewals appropriately

Analyze renewals and claims experience to determine the profit if an account is retained or terminated then produce renewal packages with proper rate increase for profitability

Team Leader for the Mid Atlantic Renewal Coordinator’s, responsible for training RC’s when hired, and implementing all process changes to ensure proficient work flow

Assist Director of Service and Administration with multiple tasks such as expense reports, travel arrangements, company budget, spreadsheets, running multiple reports, ordering office supplies, and back up reception when needed

EDUCATION:

NEWBURY COLLEGE Brookline, MA

Associates Degree in Paralegal Awarded May 1993

Relevant Courses:

English Language and Composition, Sociology, Mediation, Business Law, Corporate Law, Litigation, Family Law, Criminal Law,

Business Courses, Accounting, Computer Courses

SOMERVILLE HIGH SCHOOL, Somerville, MA

Diploma awarded May 1991

BLAINE Hair and Beauty School, Boston, MA

Cosmetology License 1996

VOLUNTEER WORK:

2009 current PRoNE (Pug Rescue of New England)

Interview prospective families for Pugs to be adopted

Transport dogs as needed

Bring dogs to vet to get all exams needed and health of dogs up to date

Foster dogs until they are placed in their forever home

Coordinate found raising example: Annual Prone 5k

Attend events to represent PRoNE, Pet Rock event, Pet Stores, Various rescue events

2018 Current MSPCA

Committee Member of the MSPCA

Attend and assist in organization and fundraising for the MSPCA Fast and Furriest 5k race annually

Contact this candidate