Business Development Senior Client
Resume:
Shanna S. Pender
Columbus, Ohio 43215
614-***-****- **************@*****.***
Work Experience
Aardy Travel Insurance
Job Title: Travel Insurance Senior Client Manager
Key Responsibilities:
●Senior Client Relationship Management:
Serve as the main liaison between Aardy Travel Insurance and clients, ensuring clear communication and high levels of client satisfaction.
Build and maintain strong, long-term relationships with clients, understanding their needs and providing tailored solutions.
Conduct regular check-ins with clients to review their insurance coverage, address any concerns, and identify opportunities for upselling or cross-selling.
●Insurance Product Expertise:
Provide expert guidance on Aardy’s range of travel insurance products, including policy details, coverage options, and claims procedures.
Stay informed about industry trends, policy changes, and market developments to offer accurate and relevant advice to clients.
●Client Support and Issue Resolution:
Address client inquiries and issues promptly, providing solutions and ensuring client concerns are resolved to their satisfaction.
Collaborate with internal teams, including claims and underwriting, to facilitate smooth processing of claims and policy adjustments.
●Sales and Business Development:
Identify opportunities for expanding client accounts and generating new business through referrals and networking.
Develop and implement strategies to increase client retention and drive growth within assigned accounts.
●Administrative Duties:
Maintain accurate records of client interactions, transactions, and feedback in the company’s CRM system, Salesforce.
Prepare and present reports on client activities, satisfaction metrics, and business development initiatives.
Automotive Enthusiast Advisor-Remote
Hagerty, Traverse City, Michigan November 2022-Present ● Promote and sell Hagerty products and services to members and agents.
● Be responsible for all sale activities including: initial sales conversation/quote, educating members on policies and new products and advancing the sale to close.
● Service existing policies in a professional and timely manner.
● Prepare accurate and complete documentation to support client activities.
● Self-starter who is comfortable taking initiative.
● Learned and adapted quickly, frequently collaborates with leaders on strengths and areas of opportunity, strong problem-solving skills, ability to multitask and prioritize.
● Effective and efficient use of computer applications including MS Office products.
Benefits Educator-Seasonal Traveler
Optavise (Previsously known as DirectPath), Birmingham, Alabama July 2022-November 2022 ● Educate and enroll employee's in employer group benefits either face to face or through the phone.
Property and Casualty Sales Agent-Remote
Health IQ, Mountain View, California October 2021-March 2022 ● Communicated quickly, authentically, and effectively to clients via phone to educate and consult on coverage and price trade-offs to meet the client's needs and direct clients to the appropriate carrier. ● Analyzed and assessed auto and home insurance needs while providing an excellent client experience. ● Used proprietary tools to record information and assist clients in improving their coverage. ● Consistently achieved call, transfer, sale, and talk time targets.
● Mentored new employees by sharing sales tactics and strategies.
Accounting Technician
Defense Finance and Accounting, Columbus, Ohio October 2016-January 2022 ● Reviewed documents to ensure the information was accurate and in accordance with Accounts Payable Policy and determined and verified the required accounting codes.
● Handled incoming mail, email and fax inquiries to reconcile unmatched items prior to payment. ● Used the Electronic Document Management (EDM) system and accessed various documents for payments to government vendors.
● Consistently tracked and updated Excel spreadsheet, including invoices weekly; reviewed reports, verified obligations to ensure funds sufficiency and ensured proper funds usage.
● Validated invoices and inputs and processes for payment into the appropriate entitlement system.
Founder
Life Happens Insurance Agency, Columbus, Ohio September 2015-October 2021 ● Specialized in Property & Casualty, Life & Health in the states of Ohio and Georgia.
● Built an agency from 0-100+ loyal clients from scratch through strategic marketing strategies. ● Responsible for managing day-to-day business and financial operations.
● Prepared policy changes with coverage, endorsements and billing for home, auto and commercial with multiple carriers.
● Created rapport with clients and discussed Roth IRA, Retirement Planning, Annuities, and other various plans.
Customer Sales and Service Representative
AAAAuto Club, Worthington, Ohio April 2015-October 2015
● Provided a high level of customer-focused sales in a high volume, fast-paced call center environment, using PC, Internet and ACD phone technology.
● Explained product features and MEEMIC/Auto Club Group Insurance Agency service advantages to existing and potential customers for the purpose of promoting and selling the various membership and/or insurance products and services in order to achieve sales production goals.
● Completed membership and/or insurance applications, endorsements and change forms. ● Recognized and promoted cross-sales opportunities within the context of servicing a change to an existing customer's policy.
Customer Service Representative
USI Travel Insurance Services, Columbus, Ohio September 2013-April 2015 ● Trained and mentored other employees on building client relationships and expanding their advanced product knowledge.
● Proactively anticipated the needs of the client to ensure their specific needs are met. ● Remained current in all pertinent compliance and legal regulations regarding the travel industry and travel insurance.
● Developed and maintained a thorough knowledge of all travel products offered by Travel Insurance Services.
Qualified Independent Contractor (QIC)- Medicare Part B Appeals
Palmetto GBA (Government Benefits Administration), Columbus, Ohio August 2011-March 2013 ● Utilized imaging software to scan claims and classify claims.
● Researched and entered claim data in a database.
● Collaborated with patient's medical staff and liaised between Medicare recipients and Healthcare providers.
● Adhere to individualized budgets and requirements.
● Communicate updates and issues that arise with supervisors, managers, or other team members. ● Tracked and recorded progress and presented regular updates by company deadlines to supervisors and clients.
Senior Policy Service Clerk - Premium Billing
Farmers Insurance, Columbus, Ohio April 2007-December 2010 ● Internal auditing, clearing and implementing weekly suspense.
● Daily batch entry and balancing while distributing new accounts to department heads. ● Updated and verified banking and credit union coding information for ACH transactions. ● Electronic Document Management via APEX imaging system.
● HIPAA course completion to meet compliance.
● Updated bank draft information, processed payments, cleared personal returned checks and returned drafts by company deadlines in a high-speed environment.
● Reinstated lapsed policies, converted term policies to whole life, added and removed riders, process beneficiary, name and address changes, and mailed new updated policies upon client's request.
Education
Hondros College, Columbus, Ohio
Real Estate June 2002 Central State University, Wilberforce, Ohio
Business / Biology Pre-Medicine August 1990-October 1993 Columbus East High School, Columbus, Ohio Graduated: June 1990
Skills
Accounting task, AMPS, AMS, Analyzation, APEX, Customer relationship management, Customer focused, Customer service, DAI, Data collection, Detail oriented, Door-to-door experience, EDM, Effective communicator, Employee orientation, Event management, Event planning, Hospitality, Help desk, Leadership, Lotus Notes, Management, Marketing, Microsoft excel, Microsoft office, Microsoft PowerPoint, Microsoft Word, Process improvement, Research, Sales.
Volunteer Experience
Black Historic Documentary Club
Chair/Organizer, Columbus Metropolitan Library, Columbus, Ohio, November 2018-March 2020 ● Coordinated and successfully planned club events.
● Marketed and developed invitations to special events via social media platforms.
● Bring the community together and lead group discussions.
● Completed the club's mission of educating the community about black historical events through film.
Vanburen Homeless Shelter
Volunteer, Columbus, Ohio, December 2014-Currently ● Greet and escort guests to the event room and inform them of the itinerary.
● Prepared and displayed goods for distribution.
Certificates/Licenses
Property and Casualty and Health and Life Certificate/License June 2014
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