Briana Carroll
Pflugerville,TX
Summary
I am a hardworking and driven insurance professional seeking a management position in the commercial insurance sector where I can fully utilize my skill set and work alongside a cohesive team with an unmatched focus on customer support and employee engagement.
Overview
8
8
years of professional experience
Work History
Select Lines Commercial Account Manager
Patra Corporation
Remote, TX
05.2023 - Current
- Serviced a large book of Architect and Engineer accounts with an emphasis on Professional Liability lines
- Provided prompt and friendly customer service and met company turnaround times for correspondence and processes
- Consistently worked mine and another account manager's books while the other account manager was on leave for multiple weeks at a time
- Developed and implemented strategies to increase customer retention.
- Analyzed customer feedback and identified opportunities for improvement.
- Managed client accounts, including providing guidance on product selection.
- Consulted with customers to identify their needs and develop customized solutions.
- Maintained current knowledge of industry trends and changes in regulations.
- Developed relationships with clients to ensure satisfaction and loyalty.
- Maintained accurate records of client accounts and policy information.
Account Manager - Commercial Lines
HealthSure Insurance Services, Inc
Austin, TX
07.2019 - Current
- Developed and wrote procedures for processes to efficiently service clients within the Small Business Unit and maximize profit margins
- Maintain a diverse book of business consisting of over 290 solo physicians, physician groups and urgent care centers
- Serve as the Account Manager for 5 larger physician groups that fall outside of the Small Business Unit to foster growth within current role and prepare for the next step in my career
- Serve as the Account Manager for 8 rural hospitals to gain experience working within HealthSure’s TORCH Property program and diversify my client base
- Participated in interviews of Associate Account Managers and aided in the decision of which candidate would be best for our team and HealthSure’s culture
- Responsible for training Associate Account Managers on new business quoting processes and surplus lines filing procedures
- Assist with training new team members on agency systems and procedures
- Responsible for creating the team update PowerPoint and presenting the Small Business Unit update each quarter
- Responsible for intercepting and delegating new business leads that fall within the Small Business category from producers
- Actively observe the relationship and complexities within a mentorship account under the guidance of the Practice Leader
- Utilize Asana to prioritize, delegate and manage projects
- Achieved Certified Insurance Service Representative certification in 2020 via online courses
- Work as part of a highly cohesive and collaborative team to identify challenges and threats within our industry and the marketplace to better serve our clients
- Provide support to team members as needed and when I have the bandwidth to assist in less busy times
- Set and complete quarterly Key Performance Indictors that align with the department’s quarterly and annual goals
- Able to work independently as well as with team members to complete tasks and maintain customer relationships with utmost emphasis on excellent and efficient customer service
Associate Account Manager - Commercial Lines
HealthSure Insurance Services, Inc
Austin, TX
02.2017 - 07.2019
- Support Account Managers and Account Executives with their day-to-day tasks, including, but not limited to: change requests, policy processing, filing of surplus lines taxes and fees, requesting loss history for policies, following up on payments
- Maintain a small book of business consisting of solo physicians and small physician groups
- Review and print meeting booklets for Account Managers in preparation for in-person client meetings
- Attend in-person client meetings on accounts I work on along with the Account Manager and producer
- Work as part of a highly cohesive and collaborative team to identify challenges and threats within our industry and the marketplace to better serve our clients
- When client issues arise, work closely with Practice Leader to come up with and implement strategies to reach a favorable outcome for both the client and the company
- Provide support to team members as needed and when I have the bandwidth to assist in less busy times
- Set and complete quarterly Key Performance Indictors
- Able to work independently as well as with team members to complete tasks and maintain customer relationships with utmost emphasis on excellent and efficient customer service
Certificate Specialist I / Certificate Specialist II
Marsh USA, Inc
Austin, TX
04.2016 - 02.2017
- Provide world class customer service to companies in various industries by following processing instructions outlined in Client Service Instructions and Marsh’s compliance guidelines
- Present process improvement ideas in order to streamline day to day processing for all clients (i.e
- Condensing and/or adding instructions for clarification)
- Maintain positive and professional relationships with Client Team members in order to ensure a cooperative and enjoyable work environment
- When client issues arise, work closely with supervisor to identify and minimize processing errors
- Foster a positive team environment and provide support to team members as needed
- Work closely with the Client Team and Client when processing renewals to distribute renewal certificates in a timely manner
- Manage team queue when the Team Lead and/or supervisor is out
- Delegate projects as needed to maximize efficiency and meet predetermined deadlines presented to the Client(s)
- Onboard new colleagues and assist with bringing them up to speed during and after Training/Academy
- Amend Client Service Instructions as needed to ensure information is conveyed clearly and accurately
- Able to work without close supervision on day-to-day tasks and multi-task/appropriately prioritize large projects and yield consistent, high quality results
- Work with high volume / high profile client base
Education
The National Alliance for Insurance Education
09.2020
Associate of Science Business Administration -
Austin Community College
05.2016
Stony Point High School
06.2010
Skills
Familiar with the following Programs:
- Epic
- SharePoint
- Asana
- CSR24
- Adobe Pro
- Word
- Excel
- PowerPoint
- Siebel
Professional Skills:
- Underwriter Collaboration
- Service Oriented
- Critical Thinking
- Time Management
- Verbal and Written Communication
- Policy Renewals
- Insurance Program Analysis
- Vendor Rapport
- Upselling and Cross-Selling
- Customer Billing
- Billing Procedures
- Group Presentations
- Data Entry
Timeline
Select Lines Commercial Account Manager
Patra Corporation
05.2023 - Current
Account Manager - Commercial Lines
HealthSure Insurance Services, Inc
07.2019 - Current
Associate Account Manager - Commercial Lines
HealthSure Insurance Services, Inc
02.2017 - 07.2019
Certificate Specialist I / Certificate Specialist II
Marsh USA, Inc
04.2016 - 02.2017
The National Alliance for Insurance Education
Associate of Science Business Administration -
Austin Community College
Stony Point High School
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