Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
AccountManager

Amy Felix

Account Management/Customer Service
Churchton,MD

Summary

Began my carrier in customer service since college graduation. I have been on the carrier side, the broker side and the Third Party Administrator side.

Dynamic Account Manager with a proven track record at HWP Insurance, excelling in client relations and issue resolution. Enhanced client satisfaction through relationship building and exceptional customer service, achieving high retention rates. Skilled in CRM and upselling, I foster long-term partnerships that drive loyalty and business growth.

Personable and dedicated professional with solid foundation in customer relations and project coordination. Possesses understanding of client management techniques and excels in communication and problem-solving. Focused on driving client satisfaction and fostering positive business relationships.

Overview

25
25
years of professional experience
3
3
Certification

Work History

Account Manager

HWP Insurance
08.2023 - 09.2025
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Collaborated with sales team to identify potential upsell opportunities and expand client base.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Streamlined internal processes for better efficiency in account management tasks.
  • Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
  • Fostered detailed understanding of product offerings, enabling effective communication of features and benefits to clients.
  • Established long-term customer relationships to enhance client loyalty and satisfaction.

Education

Bachelor of Arts - Pre-law

University of Baltimore
Baltimore, MD
05-1994

Skills

  • Account management
  • Customer service
  • Teamwork and collaboration
  • Client relations
  • Relationship building
  • Issue resolution
  • Customer relationship management (CRM)
  • Upselling
  • Account servicing skills
  • Overcoming objections
  • Vendor relations

Accomplishments

  • Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
  • Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
  • Successfully ran my own Insurance Brokerage for 15+ years until we sold it to a larger corporation in 2020.
  • Moved to the TPA side after the sale of my Company, which I thoroughly enjoyed and remained with BenefitMall until I was pursued by HWP Insurance.
  • Used Microsoft Excel to develop Plan comparisons for clients to show the premium percentage differences between different plans can be reflected.

Certification

  • Licensed -Life, Health, Property and Casualty.
  • I am a Notary Republic
  • Certified Associate in Customer Service (ACS)
  • Chartered Benefits Consultant (CBC)
  • Certified Customer Experience Professional (CCEP)

Timeline

Account Manager

HWP Insurance
08.2023 - 09.2025

Bachelor of Arts - Pre-law

University of Baltimore

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Amy FelixAccount Management/Customer Service