Senior Client Service Leader Resume

Dedicated customer service manager with 30+ years of experience in the insurance industry, delivering technology based solutions in support of business objectives. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all business operations policies.

Areas of Expertise

Client Service System Design and Analysis Standard Software Packages Strong Excel skills (pivot tables) Project Management Report Writers/database Tools Teambuilding & Training Relational Database/Back Ends Vendor Management

Professional Experience

Confidential,4/03 to 8/11 Operations Manager, 2/06 to 8/11 Senior Client Service Leader, 4/03 to 2/06

Managed daily operations for $30,000,000 book of business for Managing General Underwriter specializing in High Limit Disability products for executives, professional athletes and entertainers.
Managed accounts receivable/payable team and fiduciary functions for business partners.
Responsible for revenue/production reporting
Oversaw department actions were in compliance with all carrier underwriting guidelines and maintains proper internal controls to maintain above satisfactory carrier audit results.
Maintained administrative aspects of the facility including rates, surplus lines and licensing requirements, policy forms, underwriting requirements, quoting and binding process; policy issuance and tracking and claims processing.
Supported sales staff with revenue production and forecasting
Maintained the highest level of customer satisfaction to producers, insureds and carriers.
Project Manager for implementation of new product offerings or market initiatives. Successfully managed implementation and data conversion for new policy and financial management system.
Managed 5 insurance professionals and developed junior staff for future growth.

Confidential,7/74 to 12/02 Risk Management Consultant, 10/01 to 12/02 Implementation Project Manager, 1/96 to 2/01 Information Processing Manager- Various positions 7/74 to 1/96

Project Manager for design, implementation and support of customized system solution for fortune 1000 clients.
Analyzed client business needs and workflow to develop product enhancements or custom solutions.
Provided support day to day to service client needs, implement new processes, create and maintain account documentation, and consult clients on how they can use the software to best meet their business needs
Provided support for new implementations, system upgrades, system improvements, major design changes, data conversions, and related applications to client needs.
Provide training to clients on the effective utilization of their software.
Assess needs and assist in developing specifications to meet business objectives.
Managed various insurance professionals supporting day to day operations and client service needs.

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