Casey Lewis, CISR
Elko,Nevada
Summary
Knowledgeable Client Services Manager, with 24 years in the insurance industry and a proven track record in leading client services initiatives to enhance customer satisfaction and loyalty. Leveraged strategic planning and relationship-building skills to implement successful client retention programs. Demonstrated proficiency in team leadership and conflict resolution to drive consistent service excellence. Managerial professional with proven record of streamlining processes and leading high-performing teams. Known for strong analytical skills and commitment to achieving results. Teams rely on collaborative leadership and adaptability to changing needs. Results-driven management professional with proven ability to lead and motivate teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
24
24
years of professional experience
Work History
Head of Client Services
Southern States Insurance Agency
07.2022 - 12.2024
- Hired, Trained and Managed Account Managers in Personal & Commercial lines as well as Agency Bill Department.
- Developed and executed a successful transition into using 3rd party vendors to assist service roles in processing tasks in order to allow more client facing roles to enhance the client experience. Essentially increasing retention and growth for the agency,
- Spearheaded initiatives aimed at improving operational efficiency within the department through process optimization and resource allocation adjustments.
- Improved overall company performance by identifying opportunities for growth and leading cross-functional teams to execute strategic initiatives.
- Established performance metrics for evaluating team success, promoting a culture of accountability among staff members while also recognizing exceptional achievements.
- Created training programs designed to enhance employees skills in critical areas such as customer relationship management, conflict resolution, and time management.
- Enhanced client satisfaction by implementing innovative service strategies and streamlining processes.
- Collaborated with internal departments to develop integrated solutions for complex client challenges, resulting in successful project completions and satisfied customers.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among staff and organization leadership, reducing miscommunications, and creating more standardized agency procedures.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Increased profit by streamlining operations.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Producer/Trainer Coordinator/CSR24 Admin
The Insurance Center
09.2012 - 06.2022
- Maintained and grew my own book of existing commercial clients. Inherited clients from Producers as they retired.
- Met with clients, board members, and committees regularly to provide informed guidance to assist clients in choosing commercial insurance products to suit business needs.
- Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
- Conducted thorough needs assessments for prospective clients, identifying gaps in their current coverage plans.
- Coordinated claim processing between clients and carriers, facilitating timely resolution of disputes and ensuring fair settlements for all parties involved.
- Boosted policy sales through effective communication of product benefits and features.
- Delivered informative presentations at community events, raising awareness about insurance products and services offered by the agency.
- Provided information on features, policies and relative advantages to promote insurance packages.
- Identified potential risks in client businesses and recommended appropriate insurance coverage.
- Maintained high standards of customer service by building relationships with clients.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Developed and maintained client base resulting in 93% portfolio retention.
- Met with customers to provide information about available products and policies.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Finalized sales and collected necessary deposits.
- Improved cross-selling strategy by analyzing existing client portfolios for potential upsell opportunities.
- Participated in ongoing professional development opportunities to maintain licensure and stay abreast of industry advancements.
- Maintained consistent knowledge of industry products and attended continuous education events to increase product knowledge.
- Attended ongoing training and industry updates through Applied training sessions, conferences, and webinars.
- Trained new hires in service roles and producers, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated and selected key employees for carrier enhancement seminars, training sessions and further education opportunities and designations for advancement and development based on their performance.
- Facilitated team-building exercises to foster collaboration between department members.
- Analyzed training data to identify trends and areas for improvement, leading to more targeted training efforts.
- Contributed to the retention of top talent by providing employees with the resources and support necessary to excel in their roles.
- Collaborated closely with department heads on strategic planning activities, aligning objectives across various functional areas within the organization.
- Assessed staff training needs, developing targeted programs that improved skills and knowledge within the workforce.
- Supported change management efforts through effective communication of new policies and procedures to employees at all levels of the organization.
- Evaluated operational efficiency, identifying opportunities for process improvements or cost savings initiatives.
- Enhanced team productivity by optimizing workflows and task delegation.
- Streamlined workflows, developed agency standards and manuals. Trained and audited employees.
- As CSR24 Administrator, I met with new and existing clients to demonstrate the use of CSR24 in order to obtain certificates, evidences, auto id cards as well as access spreadsheets accessible to them through the portal or app. Identified missing coverages and cross sale opportunities to add additional lines of business which created a higher level of retention in high valued clients.
Insurance Producer
Robinson & Stith
10.2011 - 05.2012
- Provided information in promotion of insurance packages, including features, policies and relative advantages.
- Adhered to all regulations for insurance sales.
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Set up policies and completed all documentation.
- Upsold additional products and services after identifying customer needs and requirements.
- Approached potential clients by using direct marketing techniques, including mailings and phone contacts.
Insurance Producer
Pippel Insurance Agency
06.2008 - 08.2011
- Provided information in promotion of insurance packages, including features, policies and relative advantages.
- Adhered to all regulations for insurance sales.
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Cultivated new business by offering presentations on financial well-being to individuals and groups on term and whole life insurance.
- Met with Existing and New clients to discuss needs.
- Provided detailed information about company insurance products.
- Worked in high-volume, competitive sales environment.
- Set up policies and completed all documentation.
- Upsold additional products and services after identifying customer needs and requirements.
- Determined client needs and financial situations by listening and scheduling fact-finding appointments.
Insurance Producer
Allstate Stan Tebow Agency
01.2007 - 06.2008
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Met with Existing and New clients to discuss needs.
- Provided detailed information about company insurance products.
- Worked in high-volume, competitive sales environment.
- Set up policies and completed all documentation.
- Upsold additional products and services after identifying customer needs and requirements.
Insurance Producer
Allstate Will Fernandez Agency
09.2005 - 01.2007
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Cultivated new business by offering presentations on financial well-being to individuals and groups on term and whole life insurance.
- Met with Existing and New clients to discuss needs.
- Provided detailed information about company insurance products.
- Worked in high-volume, competitive sales environment.
- Set up policies and completed all documentation.
- Upsold additional products and services after identifying customer needs and requirements.
Insurance Producer
Geico - Win Fowler Agency
10.2002 - 09.2005
- Provided information in promotion of insurance packages, including features, policies and relative advantages.
- Adhered to all regulations for insurance sales.
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Provided detailed information about company insurance products.
- Worked in high-volume, competitive sales environment.
- Set up policies and completed all documentation.
- Upsold additional products and services after identifying customer needs and requirements.
Insurance Producer
Allstate - Will Fernandez Agency
05.2001 - 04.2002
- Provided information in promotion of insurance packages, including features, policies and relative advantages.
- Adhered to all regulations for insurance sales.
- Sold auto, home, life and other various insurance products to individuals and affinity groups within assigned territory using consultative selling techniques.
- Provided detailed information about company insurance products.
- Worked in high-volume, competitive sales environment.
- Set up policies and completed all documentation.
- Met with existing and new clients to discuss needs.
Education
CISR Designation
The National Alliance
Anchorage, AK05.2010
Resident License - Insurance
Life/Health/Property/Casualty License
Anchorage, AK05.2001
Skills
- Staff management, training and development
- New hire on-boarding
- Soft skills training
- Team leadership
- Virtual training
- Complex Problem-solving
- Strategic planning
- Operations management
- Sales techniques
- Policy & procedure development & implementation
- Conflict resolution
- Recruiting and interviewing
- Coaching and mentoring
- Vendor relationship management
- Portfolio growth & retention
- Marketing
Additional Information
- Nominated for CISR of the year for 2011 through the National Alliance
- Experience includes CSR24 System Administrator
- Agency Management Systems: EPIC, TAM, AMS360
- Proficient in many areas of the insurance industry ranging from Sales, Service, Claims, Bonds, Administration, HR, and Agency practices.
- Familiar with territories and markets ranging from my work experience in Alaska, North Carolina, Georgia, and Nevada.
- I am passionate to share my experience and knowledge with others in the industry as well as attract new talent. I am a cheerleader as well as someone who leads by example. I have a high level of integrity and professionalism, while maintaining a focus on personal growth and development.
Timeline
Head of Client Services
Southern States Insurance Agency
07.2022 - 12.2024
Producer/Trainer Coordinator/CSR24 Admin
The Insurance Center
09.2012 - 06.2022
Insurance Producer
Robinson & Stith
10.2011 - 05.2012
Insurance Producer
Pippel Insurance Agency
06.2008 - 08.2011
Insurance Producer
Allstate Stan Tebow Agency
01.2007 - 06.2008
Insurance Producer
Allstate Will Fernandez Agency
09.2005 - 01.2007
Insurance Producer
Geico - Win Fowler Agency
10.2002 - 09.2005
Insurance Producer
Allstate - Will Fernandez Agency
05.2001 - 04.2002
CISR Designation
The National Alliance
Resident License - Insurance
Life/Health/Property/Casualty License
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