Commercial Insurance, Risk Management, Operations Manager

Karen E. Garrity

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

**** **** *** *, *** 101, Pinellas Park, FL 33782

Mobile: 847-***-****

Areas of Expertise/Highlights of Qualification

Over 30 years in Property & Casualty insurance.

Expertise in problem solving and managing sensitive, high profile commercial accounts.

Expertise managing complex accounts.

Proficiency in MS Office and agency systems such as Applied EPIC, Sagitta, ImageRight, and Filenet/DMS.

Successfully managed and developed large, high performance teams of Account Managers handling over $50M in revenue.

Fully Bilingual (English, Spanish)

Professional Career

Wallace Welch & Willingham 2019 – 2020

Commercial Department Division Manager

Lead and oversaw the operations and workflows of the Commercial Lines Department consisting of a team of 19 Account Service Managers, Account Representatives, Account Executives,including the Commercial Marketing Manager.

Monitored performance and track trends to identify areas for improvement within the Department.

Assisted in the development and implementation of comprehensive customer service plans that reflect the client's needs, including resolution to customer service issues.

Developed and retained partnership relationships with insurance carriers and brokers.

Made employment decisions, conducted Performance assessments and disciplinary activities as necessary.

Mentored and coached high performance employees and recommended training and development opportunities.

USI Insurance Services 2015 - 2019

(Formerly Wells Fargo Insurance Services)

Assistant Vice President/Account Executive II

Managed a complex book of business consisting of Manufacturers and Public Entities in The Carolinas.

Worked at a strategic level to develop and retain partnership relationships with my clients.

Developed, implemented and monitored comprehensive customer service plans that reflect the client's business and risk management goals.

Reviewed contracts and agreements for clients with insurance and/or risk management implications.

Reviewed and interpreted loss control reports and discussed finding with clients

Conducted pre-renewal meetings with clients to review their insurance programs and ensure all expectations were met.

Coordinated the renewal process, including marketing as needed.

Presented renewal proposals to clients.

Maintained direct communication with carriers and negotiated policy terms and premiums.

Understand and analyze market trends.

Aon Corporation 1999 - 2015

Associate Director/Operations Manager, Aon Client Services – Client Delivery Services/National Operations– Lincolnshire, IL - 08/01/2012 – 8/30/2015

Managed the activities of 19 Specialists engaged in client service activities related to Auto ID

cards, certificate issuance, certificate tracking, including the Client Connection Team (Call Center).

Implemented a quality control process that brought accuracy performance on output issuance up by 50%.

Developed and implemented a Rapid Response Team to tend to the needs of special clients requiring a faster turnaround time on output issuance. Team consistently performed at over 98% in timeliness with 97% accuracy.

Coordinated client service activities within the framework of established customer service policies and

procedures; managed the daily operations of the group.

Scheduled and organized personnel to accommodate workflow; distributed work assignments to

Specialists based on specific levels of expertise.

Approved corrective actions to adjust customer complaints.

Developed, recommended, implemented, and interpreted client service procedures; evaluated the ongoing

effectiveness of current operations and systems.

Developed, interpreted, and ensured the consistent application of unit policies and compliance.

Addressed unusual or difficult inquiries/situations through direct personal action or referred to the

appropriate individuals; researched complex issues and managed their resolution.

Made employment decisions, evaluated and rewarded staff performance, recommended training and

development opportunities and conducted disciplinary activities as necessary.

Supervised an off-shore team of 10 Specialists in India related to Auto ID card issuance.

Associate Director, Aon Client Services – Client Services Unit– Glenview, IL

06/01/2007 – 07/31/2012

Client service responsibility for the Pennsylvania Team, the company’s third largest region, with over 300 brokerage clients in two field offices, contributing $49.2M in revenue.

Lead a service team of 12 Client Service Specialists responsible for all transactional servicing of clients, including the coordination of work performed off-shore, with the Life Science Service Group as part of this team.

Coordinated and resolved service issues with clients, local offices, Senior Management, and off-shore provider.

Continually monitored performance and track trends to identify areas for improvement within the Client Services Unit (CSU).

In addition, lead the New Business team for the Southeast Region (10 field offices), contributing with an additional $10M in revenue.

Coordinated training and mentoring of new employees.

Served as the Director’s back-up for the Southeast Region in her absence.

Senior Client Specialist/Client Specialist, Aon Client Services – Glenview, IL

04/01/2002 – 09/31/2003 / 09/01/2005 - 05/31/2007

Responsible for servicing large complex accounts, with respect to Certificates, Auto ID’s, Invoicing, Summaries/Schedules, Renewals and Endorsements.

Worked directly with the Aon local offices, assisting Account Executives, Account Specialists and Brokers with renewals, coverage inquiries, etc. to assure clients service satisfaction.

Coordinated internal procedures and processes with the appropriate units such as Document Production, Premium Transactions, Policy Maintenance and Surplus Lines.

Assisted the Global Client Network group in Philadelphia on Life Science accounts as necessary.

Mentored new team members and helped with their training on CSU processes and procedures.

Account Executive, Aon Enterprise – Lisle/Glenview, IL

08/01/1999 to 03/31/2002

Maintained direct communication with clients and carriers as a manager of a book of P&C business including Professional Lines in the States of Maryland, Washington D.C., New Hampshire, Florida, Puerto Rico, Indiana, Iowa, Ohio and North Carolina.

Serviced around 250 accounts with a revenue of $2.5M. Managed new business, renewals, endorsements, cancellations, invoicing, cross-selling, and complex transactions.

Prior Industry Experience 1987 – 1999 / 10/01/2003 – 08/31/2005

Held several positions as a Commercial & Personal Risk Analyst, Senior Broker and Account Manager in Illinois and Puerto Rico

Education/Training

2-20 License

University of Puerto Rico, Mayaguez Campus

Business Administration – Management

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