, San Francisco, CA94105609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000
Cell:
resumesample@example.com
Professional Summary
Experienced insurance professional with extensive knowledge managing national commercial and captive accounts, providing resolution strategy for claims, resolving customer service issues, and driving process improvements. Able to maximize customer satisfaction, negotiate contracts, implement new business, and launch effective training plans. Apply sound communication skills to build positive long-term relationships with clients and colleagues. Driven leader with strong analytical and organizational abilities.
Skills
Building relationships
Effective communicator
Analytical
Conflict resolution
Deadline-oriented
Account Management
Accounting
Billing
Book
Business operations
Coaching
Competitive
Conflict resolution
Consulting
Critical thinking
Clients
Client
Customer service
Delivery
Listening
Meetings
Mentoring
Communicator
Presentations
Processes
Relationship-building
Reporting
Sales
Selling
Supervisor
Transportation
Unique
Workshops
Work History
Director of Account Management Services, 07/2020 to Current Textron – Fort Drum, NY,
Created the Account Management position and grew to a team of 5.
Successfully sold and implemented an existing captive account of 38 members, worth $1.2 million in revenue.
Researched and implemented new managed care options for our clients.
Member of the “A” Client Retention Committee for headquarters.
Manage $6,000,000 book of business.
Developed and executed sales presentations as well as both internal and external training workshops.
Built relationships with customers and community to establish long-term business growth.
Collaborated with headquarters and upper management to implement continuous improvements and exceed team goals.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
Improved stewardship reporting, data analytics, data metrics, and program recommendations for annual client meetings.
Coached and promoted high-achieving new account management employees to boost company growth and retain business.
Investigated and integrated new strategies to expand business operations and grow customer base.
Applied customer feedback to develop process improvements and support long-term business needs.
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Account Manager, 02/2012 to 06/2020 A Helping Hand Homecare – Houston, TX,
Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
Elevated account management by predicting potential competitive threats and outlining proactive solutions.
Boosted sales numbers with proactive account servicing and diligent relationship-building.
Educated clients on new products and services and updated account information to maintain high standards of client service.
Workers' Compensation Claim Supervisor, 05/2004 to 01/2012 CBCS, Inc – City, STATE,
Working supervisor with open case load of 180 workers' compensation claims and 8 direct reports.
Monitored team performance, enforcing compliance with corporate claims processes and procedures.
Analyzed information gathered by investigation and report findings to provide recommendations.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Actively listened to customers and handled concerns quickly.
Assisted Transportation division with Claims Advocacy for their broker accounts.
Developed four-week executive development program designed for new sales staff within brokerage division.
Workers' Compensation Claim Specialist, 01/2001 to 04/2004 CBCS, Inc – City, STATE,
Delivered exceptional customer service to insureds by communicating important information and patiently listening to all issues.
Collected evidence to support contested claims in court.
Resolved complex, severe exposure claims using high service-oriented file handling.
Handled claims in over 20 jurisdictions.
Education
Bachelor of Science: Child and Family Services, Expected in 12/1999 Iowa State University - Ames, IA GPA:
Work History
Director of Account Management Services, 07/2020 to Current CBCS, Inc – Dubuque, IA
Created the Account Management position and grew to a team of 5.
Successfully sold and implemented an existing captive account of 38 members, worth $1.2 million in revenue.
Researched and implemented new managed care options for our clients.
Member of the “A” Client Retention Committee for headquarters.
Manage $6,000,000 book of business.
Developed and executed sales presentations as well as both internal and external training workshops.
Built relationships with customers and community to establish long-term business growth.
Collaborated with headquarters and upper management to implement continuous improvements and exceed team goals.
Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
Worked diligently to resolve unique and recurring complaints, promoting loyalty and enhancing operations.
Improved stewardship reporting, data analytics, data metrics, and program recommendations for annual client meetings.
Coached and promoted high-achieving new account management employees to boost company growth and retain business.
Investigated and integrated new strategies to expand business operations and grow customer base.
Applied customer feedback to develop process improvements and support long-term business needs.
Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
Account Manager, 02/2012 to 06/2020 CBCS, Inc – Dubuque, IA
Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
Addressed problems with accounting, billing and service delivery to maintain and enhance client satisfaction.
Elevated account management by predicting potential competitive threats and outlining proactive solutions.
Boosted sales numbers with proactive account servicing and diligent relationship-building.
Educated clients on new products and services and updated account information to maintain high standards of client service.
Workers' Compensation Claim Supervisor, 05/2004 to 01/2012 CBCS, Inc – Dubuque, IA
Working supervisor with open case load of 180 workers' compensation claims and 8 direct reports.
Monitored team performance, enforcing compliance with corporate claims processes and procedures.
Analyzed information gathered by investigation and report findings to provide recommendations.
Used critical thinking to break down problems, evaluate solutions and make decisions.
Actively listened to customers and handled concerns quickly.
Assisted Transportation division with Claims Advocacy for their broker accounts.
Developed four-week executive development program designed for new sales staff within brokerage division.
Workers' Compensation Claim Specialist, 01/2001 to 04/2004 CBCS, Inc – Dubuque, IA
Delivered exceptional customer service to insureds by communicating important information and patiently listening to all issues.
Collected evidence to support contested claims in court.
Resolved complex, severe exposure claims using high service-oriented file handling.
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