Customer Service Manager

JOB OBJECTIVE: Executive Administrative Assistant

SUMMARY OF QUALIFICATIONS

A total of 15 years Client Service and Administrative experience with National Public and Private corporations such as REITS, Hospitality, Technology, and Non-Profit companies.

Advanced knowledge and experience with various MS Office applications: Word, Outlook, Excel, and PowerPoint.

Innovative, multi-faceted, dependable, professional etiquette, excellent organizational and technical skills, able to multi-task and maintain a high level of confidentiality

Consistently able to incorporate diplomatic techniques to manage critical projects while applying past experiences to aid in the growth of the company’s financial outlook.

PROFESSIONAL EXPERIENCE

Johns Hopkins University

Administrative Coordinator - (November 2011 - April 2012)

Responsible for securing travel arrangements and hotel accommodations.

Charged with executing and coordinating all meetings and luncheons.

Prepare and process all expense reports and reimbursement requests.

Reorganize and maintain all paper and electronic records filing systems.

Screen incoming calls and maintain calendar appointments for multiple directors.

Provide backup support for the Vice President of the office when his executive assistant is out of the office.

Organize all internal and external conference calls.

Execute various projects, including administrative tasks for multiple officers within the department simultaneously.

Prepare and update PowerPoint, Microsoft Word and Excel documents and briefing books.

Temporary Assignments

Executive Administrative Assistant (August 2011 – November 2011)

Assignments: Kelly Services - Baltimore, Maryland - Johns Hopkins University

MRI – Mid Atlantic Recruiting - Baltimore, Maryland - ANA of Silver Spring, MD

Secured travel arrangements/hotel accommodations for company directors and officers.

Executed and coordinated all meetings for Human Resources Executive / Department Head.

Processed expense reports & check requests for the HR Executive / Department Head as needed.

Reorganized and maintained all paper and electronic records filing systems.

Screened incoming calls, maintained calendar and appointments of HR Executive / Department Head.

Organized all internal and external conference calls.

Executed various projects, including administrative tasks for multiple officers within the department simultaneously.

Prepare Power point and Microsoft Word documents and briefing books, as well as updating Excel worksheets and data entry.

Construction Risk Solutions, LLC - Baltimore, Maryland

Client Manager (June 2010 - August 2011)

Successfully managing the daily servicing of a multi-million dollar book of business in the Property & Casualty Department. Working in conjunction with Producers and other Account Executives.

Coordinated and monitored the marketing process while creating marketing responses on new and renewal business.

Attended internal Renewal Strategy and Stewardship meetings, while coordinating with the Account Executives and Producers where appropriate to develop a renewal strategy for clients.

Able to work in conjunction several Account Executives, Producers and Vice Presidents with customer service related issues, while performing daily client manager duties and assisting in client relations.

Primary contact and liaison for various daily client and account servicing needs. Contributed towards building and strengthening client relationships.

Charged with ensuring the accuracy of all policy documents, binders, quotes and prepare coverage summaries, proposals and policy registers.

Managed and processed all client billings, researching and resolving discrepancies associated with accounting.

Prepare guideline procedures and manage the processing of certificates of insurance and auto id cards.

Developed renewal strategy documents for clients with the Account Executives and Producers where appropriate.

Ensured the accuracy of all client documents and correspondence.

Willis of North America - Columbia, Maryland

Client Manager (September 2006 - June 2010)

Successfully managing the daily servicing of a multi-million dollar book of business in the Property & Casualty and Financial & Professional Lines Department. While working in conjunction with Producers, the Managing Director/ Senior Vice President and other Account Executives.

Responsible for monitoring and/or driving the marketing process on new and renewal business.

Attended internal and external Renewal Strategy and Stewardship meetings. Coordinating with the Account Executives and Producers where appropriate to develop a renewal strategy for clients.

Executed and coordinated client and underwriter renewal meetings for the Managing Director, Account Executives and Producers.

Primary contact for various client and account servicing needs. Able to contribute towards building and strengthening client relationships.

Charged with ensuring the accuracy of all policy documents, binders, quotes and prepare coverage summaries, proposals and policy registers.

Accountable for managing and processing client billings, researching discrepancies associated with accounting as well as preparing surplus lines filings.

Prepare guideline procedures and manage the processing of certificates of insurance and auto id cards.

Assist in the training of other employee’s to use internal company software applications and procedures as required.

Marsh Risk & Insurance Services, Inc - San Diego CA

Client Representative (June 2004 – September 2006)

Managed a multi-million dollar book of business in the Executive Liability Department in conjunction with San Diego Financial & Professional Lines Practice Leader / South West Zone Sales Leader and Client Advisors.

Able to work in conjunction several Account Executives, Producers and Vice Presidents with customer service related issues, while performing daily client manager duties and assisting in client relations.

Executed and coordinated all client and underwriter renewal meetings and conferences for the Sales Manager/Department Head.

Secured travel arrangements and hotel accommodations for the Sales Manager/Department Head and other Executives.

Maintained the marketing process, created market responses, proposals and insurance summaries. Ensured the accuracy of all policy documents.

Managed the processing of invoices for new and renewal business, researched billing discrepancies and many other daily transactions associated with accounting. Responsible for surplus lines filings, claims reporting, file maintenance, processing auto id cards, issuance of certificates of liability and evidences of property insurance.

Primary contact for various client and account servicing needs, able to contribute to build and strengthening client relationships. Coordinated with the Client Advisor and/or Client Executive where appropriate to develop a renewal strategy for clients.

Promoted from Insurance Assistant to Client Representative, after supporting four Client Representatives, two Client Advisors and several Vice Presidents with customer service related tasks for all lines of coverage with in the Property & Casualty Department. Performed junior client representative tasks for the client advisors and executives.

Completed various projects, including administrative and client representative tasks. Maintained records and database management, assisted in broker client relations.

Assisted in the training new and existing employee’s to use internal company software applications.

Processed expense reports for the Sales Manager/Department Head as needed.

Allenbrooke Brokerage Insurance Services, Inc - San Diego CA

Account Coordinator / Customer Service Representative (October 2003 - May 2004)

Primarily assisted two Producers with Commercial Construction & Casualty accounts. I assist the Senior Account Executive and the Vice President in administrative and customer service related tasks.

Successfully managed the marketing process as well as preparation of specifications, proposals, insurance summaries and ensures accuracy of policies, binders and other documents. Records and database management, assisting in client relations.

Accountable for processing a multi-million dollar book of new and renewal business, billings, quality checking all incoming policies and endorsements, assembling polices, preliminary rating and quoting of polices, binding and issuance of certificates of liability and evidence of property insurance.

Held a Notary Public license for the State of California. Notarized Construction bids and bonds for the company and clients.

Chubb & Sons Insurance Companies, Boston, MA

Underwriting Associate / CSR, Executive Protection Department: (June 2001 - June 2003)

Assisted with familiarizing and training of new underwriters and other employees with standard operating procedures of numerous policy issuance and internal premium processing systems.

Primarily assisted three Professional Liability Underwriters with Private & Public Middle Market and Fortune 200 to 500 accounts.

Accountable for processing a 25 million-dollar book of business made up of new and renewal accounts for the Region.

Responsible for billings, drafting endorsements, preliminary rating, pre-underwriting analysis & general risk referrals, internal and external cross marketing, ADHOC/ Producer reports, MIS activity of various Casualty products, records and database management and assisting in broker client relations.

Executed various projects, including administrative and junior underwriting tasks for the Senior Underwriter. Performing administrative tasks for other underwriters within the department simultaneously.

Education

Northeastern University, Boston, MA January 2000 - 2001

Major: Business Administration/MIS GPA 3.5

Boston Technical High School, Boston, MA Diploma June 1991

Technical Knowledge and related Skills

Knowledge of PC/Mac computer systems, extensive knowledge of Microsoft Office Suites, Microsoft Outlook, Lotus Notes, AMS/Sagitta, Artisan/CSR24, Applied/TAM, Adobe and various insurance carrier databases used for quoting and binding policies online. I currently hold the following license: Maryland Property & Casualty Brokers License.

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