Summary
Overview
Work History
Skills
Hobbies and Interests
KEY ACHIEVEMENTS
Timeline
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CAROLYN A. KRUMENACKER

Jacksonville,FL

Summary

Experienced Insurance Professional with positions of increasing responsibility in leading insurance organizations, including Premier Client and Broker Services, Account Management, and Underwriting. Dedicated problem-solver committed to quality, focusing on building an organization centered on teamwork, agility, creativity, and profitability. Excel in customer-facing roles and skilled in business process improvement. Motivate teams to maintain high productivity levels and achieve challenging goals. Strong communication and presentation skills, able to simplify complex information and facilitate effective knowledge transfer.

Overview

14
14
years of professional experience

Work History

Team Lead - Premier Client and Broker Services

Allstate Benefits
09.2019 - 12.2024
  • Demonstrated advanced problem-solving skills by efficiently resolving complex service requests, including addressing file mapping and naming discrepancies through detailed analysis of EDI file setups against customer agreements. Expedited the processing of pending enrollments, corrected rating and billing errors, reinstated canceled policies, managed policy changes, and provided support for claims-related concerns.
  • Enhanced customer satisfaction and trust by delivering exceptional service, consistently troubleshooting issues, and upholding a reputation for integrity and ethical conduct within the brokerage community.
  • Improved team performance through regular coaching, constructive feedback, and targeted skill development initiatives. Fostered a collaborative and positive work environment by encouraging open communication, teamwork, and employee recognition, all while adhering to high professional standards and company values.
  • Trained new team members, effectively communicating company policies, procedures, and safety protocols to ensure smooth onboarding and operational readiness.
  • Drove organizational improvements by leveraging strategic thinking, innovation, and problem-solving abilities. Demonstrated consistent leadership and a commitment to driving positive change within the organization.
  • Maintained and optimized database systems, ensuring accurate tracking and analysis of operational data to support informed decision-making and improve workflow efficiency.
  • Built strong interdepartmental relationships to streamline workflows, improve coordination, and achieve business goals collectively. Ensured timely completion of service requests while maintaining high-quality standards to enhance customer satisfaction.
  • Contributed to strategic initiatives by actively participating in weekly meetings with the Southwestern Territory Service Center, Sales Vice President, and Sales Consultants. Collaborated to address escalations and align on effective strategies.
  • Developed and maintained in-depth expertise across multiple products and their respective benefits, enabling the delivery of tailored solutions that addressed diverse client needs effectively.

Field Sales Coordinator – Account Manager

Allstate Benefits
04.2018 - 09.2019
  • Supported seven Sales Consultants and their assigned brokers by managing competing priorities, including preparing proposals, overseeing sold case onboarding, and addressing post-sale requests.
  • Fostered strong, lasting relationships with Sales Consultants, brokers, and employer groups by providing continuous support throughout pre-sale, onboarding, and post-sale processes.
  • Facilitated sold case onboarding, re-enrollments, and no-change re-enrollments for employer groups across multiple enrollment platforms, ensuring adherence to executed Customer and Commission Agreements.
  • Ensured seamless project execution and alignment with business goals by maintaining clear communication and acting as a liaison between internal departments—including technology, underwriting, licensing, and commissions—to streamline client account onboarding and enhance the overall client experience.
  • Collaborated with Sales Consultants and brokers to provide updates, feedback, and actionable insights, driving improved sales performance and client satisfaction.
  • Managed the resolution of escalations related to sold case onboarding involving technology, underwriting, licensing, commissions, new business, and billing through advanced problem-solving skills.
  • Designed and produced customized marketing materials aligned with clients’ executed Customer Agreements.
  • Maintained detailed records of sales activities in Salesforce, including proposals, executed Customer Agreements, marketing materials, client communications, and follow-ups.
  • Retained and expanded existing accounts through exceptional service and strategic account management.
  • Partnered with Sales Consultants to identify and pursue upsell opportunities, contributing to the expansion of the client base.
  • Contributed to team growth and efficiency by assisting in the onboarding and training of new hires.

Benefits Underwriting Specialist

Allstate Benefits
07.2017 - 04.2018
  • Managed the Underwriting Department's workflow using AIM and Outlook, entering case information into multiple systems for benefit enrollments
  • Reviewed quote requests in AIM to ensure all necessary information for quoting was received before assigning the case to an underwriter
  • Communicated with field representatives to gather required details for underwriting review
  • Processed production and experience reports for the department, including re-enrollment requests for existing cases
  • Reviewed new business applications to ensure complete information, verifying exposure details, and examining documents or online resources to assess risk factors, loss experience, condition, and financial standing or creditworthiness to determine whether the risk was acceptable

Underwriter

Florida Family Insurance
05.2015 - 07.2017
  • Processed new business applications for policy issuance, endorsements, cancellations, and non-renewals, adhering to risk-based underwriting guidelines
  • Reviewed and managed a renewal book of business and claims referrals to ensure profitability and pricing adequacy
  • By examining records and assessing potential losses
  • Evaluated potential losses by examining catastrophic events in an area in addition to insurance records for individual or related risks
  • Adjusted policy values and applied endorsements or surcharges to ensure accurate risk valuation
  • Produced monthly reports on high loss ratios and premium fluctuations
  • Conducted agency audits and visits to discuss profitability, compliance, and overall performance
  • Reviewed large volumes of inspections related to a roof and mobile home project and conducted file audits to determine whether a risk's renewal would be approved or if non-renewal was necessary
  • Communicated with field representatives, agents, insureds, and other stakeholders regarding new business quotes, declinations, policy binders, endorsements, non-renewals, and to clarify underwriting decisions and policies

Underwriter

Citizens Property Insurance
12.2010 - 05.2015
  • Processed endorsements, cancellations, and non-renewals, following approved authority levels and applying a risk-based underwriting philosophy, underwriting guidelines, and state laws
  • Determined the amount of coverage on individual and high value properties
  • When risks were deemed substandard, I decreased policy values and applied applicable endorsements or Consent to Rate surcharges to ensure profitable risk distribution, using manual rating methods or Replacement Cost Evaluations
  • Conversely, I increased policy values when risks were found to be of higher value than initially stated on Replacement Cost Evaluations
  • Worked on a variety of special projects, including generating monthly reports for high loss ratios, significant premium decreases or decreases and payment issues
  • Provided training to newly hired underwriters through Matrix, helping develop skills and understand processes and procedures, while reporting training results to the Director of Underwriting

Skills

  • Microsoft Word
  • Microsoft Excel
  • Powerpoint
  • Mural
  • ServiceNow/CRM
  • Salesforce
  • Client Relationship Management and Development
  • Strong Business Acumen
  • Strategic Vision and Influence

Hobbies and Interests

My fascination, curiosity, and inclination has placed me on a career path in which I leave a lasting impression wherever I go. I have a natural ability to genuinely blend in. No matter what environment I find myself in, my diplomatic communication style exceeds standard expectations and creates a harmonious atmosphere for all parties.

KEY ACHIEVEMENTS

  • Chosen as an inaugural member of the SSAM Premier Client and Broker Services Team for expertise in products and functionality.
  • Successfully trained new hires, increasing their productivity by 85% within six months for various roles.
  • Streamlined Case Processing by serving as a member of the SSAM CSM/SNOW Functionality and Template Development Team.
  • Reduced case processing time by30% by implementing streamlined workflows and efficiencies in CSM/SNOW.
  • Subject-Matter Expert in various roles.
  • Strong Business Performance
  • Maintained a 28% loss ratio for a $5 million book of business.

Timeline

Team Lead - Premier Client and Broker Services

Allstate Benefits
09.2019 - 12.2024

Field Sales Coordinator – Account Manager

Allstate Benefits
04.2018 - 09.2019

Benefits Underwriting Specialist

Allstate Benefits
07.2017 - 04.2018

Underwriter

Florida Family Insurance
05.2015 - 07.2017

Underwriter

Citizens Property Insurance
12.2010 - 05.2015
CAROLYN A. KRUMENACKER