Licensed Insurance & Client Services Professional
Resume:
Deborah Hadaway
Licensed Insurance & Client Services Professional Insurance Sales
Claims Support Account & Policy Management Customer Success Administrative Operations
Results-driven insurance professional with over 10+ years of experience in insurance sales, policy administration, client servicing, and claims support across multiple U.S. insurance environments. Proven ability to manage high-volume client interactions, analyze coverage requirements, and deliver tailored insurance solutions while maintaining compliance with industry regulations. Strong background in account management, CRM-based documentation, underwriting coordination, and administrative support. Adept at improving client retention, resolving complex service issues, and maintaining accurate policy records. Experienced in fast-paced environments requiring strong communication, attention to detail, and problem-solving skills. Open to roles in insurance, client services, claims processing, administrative operations, and account management.
Areas of Expertise
●Skilled in insurance claims processing, documentation review, and compliance verification procedures.
●Strong background in negotiation with insurance carriers to secure competitive rates and policy terms.
●Proficient in managing end-to-end insurance policy servicing, including quoting, renewals, and coverage optimization.
●Experienced in client relationship management and retention strategies within high-volume insurance environments.
●Adept at risk assessment analysis and identifying coverage gaps for personal and commercial insurance policies.
●Experienced in CRM platforms for tracking leads, maintaining client records, and workflow management.
●Strong capability in cross-functional collaboration with underwriting, claims, and sales departments.
Skills
●Data entry
●Lead tracking
●Risk evaluation
●Underwriting support
●Upselling & Cross-selling
●Insurance quoting systems
●Claims processing systems
●Email communication tools
●Data validation tools
●Insurance sales
●Policy servicing
●Claims handling
●Client onboarding
●Customer support
●Account management
●CRM management
●Administrative support
●Microsoft Word & Excel
●Policy quoting
●Premium calculation
●Renewal processing
●Coverage review
●Compliance checks
●Document verification
●Report generation
●Appointment setting
●Client communication
Work Experience
Licensed Insurance Agent / Customer Service Representative Jul 2025 - Jun 2026
The McAfee Agency - Newark, DE
Managed client relationships by evaluating insurance needs and recommending customized coverage solutions to protect personal. Collaborated with underwriters and insurance carriers to assess risk factors, and facilitate policy issuance. Delivered exceptional customer service by addressing inquiries, resolving policy-related concerns, and assisting with claims support. Maintained detailed client records using CRM systems, and ensured compliance with industry regulations.
Key Achievements
Improved customer satisfaction through responsive service, timely follow-up, and effective issue resolution.
Enhanced policy accuracy by identifying coverage gaps and recommending appropriate insurance solutions.
Strengthened client retention by providing personalized policy reviews and proactive coverage recommendations.
Built strong relationships with carriers and underwriting teams, contributing to efficient policy processing and favorable client outcomes.
Licensed Insurance Agent / Customer Service Representative Jul 2022 - Jul 2025
Allen Insurance Group - Wilmington, DE
Manage client relationships by understanding insurance needs and providing suitable coverage solutions while reviewing existing policies to identify gaps and recommend improvements. Negotiate with insurance carriers to secure competitive rates and favorable policy terms. Provide ongoing customer support by handling inquiries, resolving complaints, and assisting with claims. Utilize CRM systems to track client interactions, manage leads, and maintain accurate records. Coordinate with internal departments including claims and underwriting teams to resolve complex cases and ensure smooth policy processing.
Key Achievements:
Increased client retention through improved relationship management and proactive policy reviews.
Strengthened carrier negotiations resulting in more competitive policy pricing for clients.
Improved service efficiency by effectively managing CRM tracking and client documentation.
Recognized for consistently maintaining high customer satisfaction through timely issue resolution.
Insurance Specialist Mar 2020 - Jul 2022
Liberty Mutual Insurance - Newark, DE
Processed insurance claims accurately while ensuring compliance with company guidelines and underwriting standards. Reviewed insurance applications for completeness and supported clients in selecting appropriate coverage based on their needs. Provided customer service by responding to inquiries and resolving policy issues efficiently. Maintained up-to-date knowledge of insurance products and regulatory changes. Utilized CRM systems to manage client records and generate reports.
Key Achievements:
Improved claims accuracy by ensuring strict adherence to processing standards.
Enhanced client satisfaction through consistent and responsive customer support.
Reduced policy errors by carefully reviewing applications and underwriting requirements.
Sales Manager Oct 2014 - Mar 2020
The Wiswall Agency - Newark, DE
Managed insurance sales operations by quoting new business, presenting policy options, and guiding clients through the purchase process. Developed and executed marketing strategies to generate leads and expand the client base. Built and launched a commercial insurance department, expanding agency offerings and revenue streams.
Key Achievements:
Increased agency book of business by 35% through commercial insurance expansion.
Successfully established a new department that generated additional revenue streams.
Improved lead conversion through structured follow-up and sales processes.
Strengthened carrier relationships to enhance product offerings and client options.
Insurance Sales Agent Mar 2011 - Oct 2014
Permanent General Assurance Corp - Nashville, TN
Handled high-volume inbound calls by providing insurance quotes, explaining policy options, and assisting clients with service requests. Assessed customer needs and recommended suitable insurance products while upselling additional coverage when appropriate. Maintained strong customer service standards while managing approximately 100 calls per day.
Key Achievements:
Consistently managed high call volume while maintaining service quality standards.
Increased upselling success by identifying customer coverage needs effectively.
Maintained strong customer satisfaction through clear communication and support.
Recognized for reliability and consistent performance in a high-pressure environment.
Front Office Manager Jun 2008 - Jan 2011
Professional Sports and Rehab - Glen Burnie, MD
Managed front office operations by handling phone calls, responding to inquiries, and directing clients to appropriate staff members. Maintained office inventory and ensured availability of necessary supplies. Organized administrative workflows to support smooth daily operations. Trained administrative support staff on office processes and customer service standards.
Key Achievements:
Improved operational efficiency through implementation of structured SOPs.
Enhanced customer service response time by improving call handling process.
Maintained smooth daily operations through effective resource management.
Strengthened staff performance through training and process standardization.
Education
Associate in Business Administration and Management - Harford Community College Bel Air, MD
***********@*****.***
Elkton, MD 21921
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