Ashley Harger
Hamilton,OH
Summary
Diligent Commercial Lines Insurance Agent with comprehensive background in managing client relationships and resolving complex issues. Proven track record of enhancing client satisfaction and streamlining service processes. Demonstrated ability to lead teams and implement customer-centric strategies effectively. Known for strong collaboration skills, adaptability, and results-oriented mindset.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Client Service Manager
Commercial Lines MidWest Gallagher
09.2023 - Current
- Overall account management of a portfolio of clients, including renewals, endorsements, audits, coverage counseling, etc.
- Work with several different carriers to find the best coverage for various commercial client types.
- Training of incoming new hires on workflows, usage of CSM - Applied EPIC, and department expectations and processes.
- Build client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Identifie potential upselling opportunities and presented tailored service offerings to existing clients, resulting in revenue growth.
- Resolve escalated issues with professionalism, maintaining client trust, and safeguarding the company's reputation.
- Enhance client satisfaction by implementing effective communication strategies, and addressing concerns promptly.
- Manage a diverse portfolio of clients across various industries, demonstrating adaptability and expertise in catering to specific needs.
Licensed Insurance Agent
Acrisure LLC
04.2021 - 06.2023
- Working with several different company appointments, understanding, and adapting to different appetite guidelines.
- Schedule and execute annual policy reviews to ensure the best products and coverages for personal and commercial lines.
- Work closely with underwriting representatives to complete and/or obtain necessary information for accurate coverage.
- Conducted comprehensive policy reviews to ensure compliance with regulatory standards.
- Trained new agents on product offerings, sales techniques, and regulatory compliance.
- Developed sales leads from direct referrals, networking and targeted marketing campaigns.
- Cultivated strong relationships with clients, enhancing customer satisfaction and retention rates.
- Calculated quotes and educated potential clients on insurance options.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Enhanced cross-selling success by identifying complementary products that would further protect clients'' assets or reduce liability exposure.
- Achieved high client retention rates by consistently delivering exceptional service and support throughout the policy lifecycle.
Senior Service Representative, Commercial Lines Insurance
Liberty Mutual Insurance
05.2015 - 04.2021
- Responsible for Commercial Lines service activities requiring extensive client contact, including answering questions regarding coverage, endorsements, renewals, certificates of insurance, and various other insurance-specific inquiries.
- Identifying exposures and communicating additional coverage needs to customers. Identifies cross-selling and up-selling opportunities, including identifying new revenue opportunities from additional lines of coverage, and asking current policyholders for opportunities to quote additional lines.
- Obtain a Producer License and maintain continuing education requirements.
- Follow adherence standards according to the service-level agreements of our agents.
- Participated as a subject matter expert on several projects impacting the contact center (processes, systems, and programs).
- Led team training sessions to enhance product knowledge and improve service delivery.
- Managed escalated customer issues, employing conflict resolution skills to achieve positive outcomes.
- Supported interdepartmental collaboration initiatives aimed at improving overall operational efficiency and employee engagement through my time as an appointed ambassador to the senior leadership team within commercial lines.
- Contributed to the development of departmental policies that helped streamline workflows while maintaining compliance with industry regulations.
- Assisted management in identifying areas for improvement within operations, leading to increased efficiency across departments.
- Led training sessions for new hires, ensuring thorough understanding of company policies and procedures.
- Exhibited high energy and professionalism when dealing with clients and staff.
Education
High School Diploma -
Lakota West High School
West Chester, OHSkills
- Expert in Epic, CSR24, specialized company databases
- Proficient in Office applications including Word, Excel, Access, and PowerPoint
- Skilled in virtual teamwork
- Effective in both team and independent settings
- Client account management
- Retention strategy implementation
- Customer-focused upselling approaches
- Coverage assessment expertise
- Market analysis expertise
- Training and development
- Customer relationship management
- Data accuracy maintenance
Certification
- Licensed P&C Insurance Agent
Timeline
Client Service Manager
Commercial Lines MidWest Gallagher
09.2023 - Current
Licensed Insurance Agent
Acrisure LLC
04.2021 - 06.2023
Senior Service Representative, Commercial Lines Insurance
Liberty Mutual Insurance
05.2015 - 04.2021
High School Diploma -
Lakota West High School
Additional Business Experience
- While staying home with my children, I ran a babysitting business from my home, providing daytime care and learning activities to 3-5 children in addition to my own from 2013 – 2015
- Server/Bartender at various restaurants, including Dave & Buster’s, as a banquet party server from 2005 – 2023 while also working full time as a licensed insurance agent (2015 -2023)