Customer Service Insurance Sales

Olga Zarbailova

718-***-**** Brooklyn, NY ********@*****.***

Insurance Account & Claims Management Professional Experienced insurance specialist with 20+ years managing high-volume accounts, claims processing, and customer service for commercial, personal, auto, property, and workers’ compensation lines. Proven ability to drive policy retention, deliver exceptional client experiences, and ensure compliance with industry regulations. Recognized for building lasting client relationships, optimizing claims workflows, and executing fraud prevention protocols. Core Insurance Skills

Property & Casualty Insurance

Claims Management & Processing

Risk Assessment & Mitigation

Account Retention & Revenue Growth

Regulatory Compliance

Consultative Insurance Sales

Customer Satisfaction & Service Recovery

Underwriting Support & Documentation Accuracy

Key Strengths

Insurance Product Expertise across

Personal, Commercial, Auto & Property Lines

Claims Investigation & Resolution

Fraud Detection & Risk Mitigation

Regulatory & Compliance Adherence

Consultative Sales & Client Education

High-Volume Account Management

Professional Experience

Interwest United Insurance – Brooklyn, NY

Broker Associate Account Executive, February 2024 –July 2025

• Conducted in-depth data analysis to support underwriters in assessing risk profiles and completing accurate insurance applications. Streamlined the insurance application process by introducing a standardized checklist, reducing processing time by 20%.

• Reviewed and prepared detailed documentation, facilitating the timely evaluation and processing of new and existing insurance applications. Achieved a 98% on-time renewal rate for high-value policies, improving client retention and satisfaction.

• Coordinated timely policy renewals across a diverse portfolio of personal and commercial insurance lines, including auto, homeowners, personal umbrella, flood, condominium, cooperative, and high-value homeowners’ coverage. Ensured uninterrupted protection for clients while contributing to over $10 million in annual premium revenue through efficient renewal processes and proactive support of cross-selling initiatives. Allstate Insurance Agency – Brooklyn, NY

Senior Account Manager, August 2009 – February 2024

• Oversaw comprehensive account management for 7,000+ clients across property, casualty, auto, and specialty lines, maintaining a client satisfaction rating exceeding 95% annually.

• Managed complex insurance policies by guiding clients through coverage options and customizing solutions aligned with their unique risk profiles, contributing to a 20% increase in policy upgrades.

• Utilized Allstate systems (Agency Gateway, Alliance, E-Agent) for efficient policy management, accurate claims processing, and effective agent coordination, reducing average processing time by 15%.

• Conducted proactive fraud detection reviews, successfully identifying and resolving over 30 potential fraud cases, ensuring compliance with Allstate and state regulations.

• Drove client satisfaction through responsive service and expert advice, achieving a policy renewal rate consistently above 90% year-over-year.

Olga Zarbailova

718-***-**** Brooklyn, NY ********@*****.***

• Collaborated with major mortgage lenders (e.g., Wells Fargo, Chase) to finalize home insurance policies, accelerating approval timelines by 25% and enhancing customer experience during real estate closings. Interwest United Insurance – Brooklyn, NY

Insurance Sales Agent, February 2008 – August 2009

• Built a robust book of business through proactive outreach and referrals, surpassing sales objectives across personal and commercial lines.

• Assessed client insurance needs, provided personalized recommendations, and presented comprehensive proposals.

• Ensured policy compliance with underwriting standards, contributing to low loss ratios and high client satisfaction.

Kurby Insurance Brokerage – New York, NY

General Claims & Customer Service Specialist, October 1997 – February 2008

• Promoted from Customer Service Representative to oversee end-to-end claims processing across commercial, personal, home, and workers’ compensation lines.

• Investigated and resolved complex claims, balancing efficient payouts with fraud detection protocols.

• Maintained meticulous documentation for audits and compliance reviews, collaborating with leading insurers like Allstate, Geico, and Travelers.

• Supported underwriting teams with risk assessments, pricing updates, and policy renewals. Education

• Kingsborough Community College

Associate Degree, 1997–1999; 2005–2007

• ASA Institute of Business and Computer Technology Associate Degree in Medical Assisting, 1998–2001

Insurance Certifications

• Allstate NY Personal Lines Insurance Agents Course (17-54), 2015

• Property & Casualty Insurance Certification, Kingsborough Community College (17-56), 2001 Languages:

English

Russian

Azerbaijani

Turkish

Software:

Adobe Creative Suite

Microsoft Office Suite (PowerPoint, Word & Excel)

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