Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Candace Poole

Fort Smith,AR

Summary

Dilligent insurance professional with strong background in managing personal lines. Skilled in risk assessment, policy development, and customer relationship management. Known for fostering team collaboration and adapting to dynamic environments. Possess excellent communication and problem-solving abilities, ensuring high standards of service delivery and client satisfaction.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Personal Lines Manager

Patra Corporation
09.2023 - Current
  • Led personal lines team of 10-15 Account Managers and Senior Account Managers to enhance customer service and retention strategies.
  • Established performance metrics were met to assess team productivity and service quality improvements.
  • Work with the AMs to provide everyday solutions that may arise.
  • Meet with each agency quarterly to provide updates, team goals, and retention rate, as well as relay pertinent information from the agency to the AMs.
  • Create special projects and workflows for the offshore team to assist with the AMs day-to-day processes.
  • Work closely with other departments including recruiting, client consultants, and sales.
  • Continuously improved personal lines department operations through regular monitoring of key performance indicators, identifying areas for improvement, and implementing necessary action plans.

Insurance Account Manager, Personal Lines

Patra Corporation
10.2022 - 09.2023
  • Managed client accounts, ensuring comprehensive coverage and adherence to policy requirements.
  • Serviced a book of business containing 1,500 policies in Texas and California.
  • Developed tailored insurance solutions that addressed client needs and enhanced satisfaction levels.
  • Maximized policy renewals by proactively reaching out to clients well in advance of expiration dates and addressing any concerns or questions.
  • Boosted client satisfaction by providing exceptional customer service and addressing insurance inquiries promptly.
  • Assisted in training new team members on company procedures, ensuring seamless integration into the account management department.
  • Streamlined internal processes for increased efficiency and accuracy in managing client policies and documents.
  • Utilized AMS360 and ImageRight Agency Management Systems.

Licensed Customer Advocate

Patra Corporation
12.2021 - 10.2022
  • Resolved customer inquiries through effective communication and issue resolution strategies.
  • Enhanced customer satisfaction by providing timely support and product information.
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
  • Listened to customers in actively to assess issues and provide accurate information.
  • Handled approximately 60 calls per day

Insurance Account Manager

Barton and Associates Insurance
08.2019 - 11.2021
  • Developed and maintained strong relationships with clients, enhancing customer satisfaction and retention.
  • Conducted comprehensive policy reviews, ensuring compliance with regulations and industry standards.
  • Developed customized insurance solutions for clients by working closely with underwriters to create tailored coverage packages that met individual needs.
  • Enhanced policyholder retention rates through effective communication, personalized account management, and prompt issue resolution.
  • Developed long-lasting relationships with clients to foster trust, loyalty, and a deep understanding of their insurance needs.
  • Expedited claim resolutions by acting as a liaison between clients and claims adjusters throughout the entire process.
  • Managed a book size of around 800 policies
  • Utilized TAM Agency Management System.

Insurance Account Representative

State Farm Mutual Automobile Insurance Company
01.2018 - 08.2019
  • Managed client accounts, ensuring accurate policy coverage and compliance with regulations.
  • Developed strong relationships with clients, enhancing customer satisfaction and retention rates.
  • Analyzed insurance needs to provide tailored solutions and optimal coverage recommendations.
  • Collaborated with underwriting teams to expedite policy approvals and streamline processes.
  • Conducted regular reviews of policy renewals, identifying opportunities for cross-selling additional products.
  • Monitored industry trends and regulatory changes to maintain competitive edge in service offerings.
  • Maintained detailed records of client interactions, policy changes, and claim statuses for seamless account management and reporting purposes.
  • Issued bank loans for customers through State Farm Bank.

Education

Associate of Arts - Psychology

University of Phoenix
Phoenix, AZ
02.2015

Skills

  • Proficient in computer applications
  • Effective organization
  • Efficient at acquiring new skills
  • Strong motivation and problem-solving skills
  • Experienced in management
  • Extensive customer service experience
  • Independent and collaborative work
  • Great active listening skills
  • Training and mentoring
  • Department management
  • Cross-selling techniques

Certification

  • Public Notary April 2018 to Present
  • Life and Health Insurance March 2018 to Present
  • Property and Casualty License February 2018 to Present

Timeline

Personal Lines Manager

Patra Corporation
09.2023 - Current

Insurance Account Manager, Personal Lines

Patra Corporation
10.2022 - 09.2023

Licensed Customer Advocate

Patra Corporation
12.2021 - 10.2022

Insurance Account Manager

Barton and Associates Insurance
08.2019 - 11.2021

Insurance Account Representative

State Farm Mutual Automobile Insurance Company
01.2018 - 08.2019

Associate of Arts - Psychology

University of Phoenix

Similar Profiles

CREATE PROFILE