Cecilia Webb
Mineral Wells,TX
Summary
Customer success professional with extensive experience in insurance operations and account management. Achieved a 75% reduction in manual requests through the launch of a self-service COI portal, significantly enhancing operational efficiency and client satisfaction. Proven ability in managing client portfolios, resolving issues, and improving performance metrics across service functions.
Overview
22
22
years of professional experience
Work History
Service Manager | Claims Advocate | Account Manager
Players Health
11.2022 - 04.2026
- Managed high-volume client portfolios, delivering monthly KPI and SLA performance reports to identify trends and drive service improvements.
- Resolved escalated client issues and coordinated cross-functional support, ensuring timely resolutions and uninterrupted service delivery.
- Contributed to the launch of a self-service COI portal, reducing manual requests by 75% and improving turnaround times.
- Developed SOPs, workflows, and training materials that improved onboarding efficiency and first-contact resolution.
- Enhanced claims cycle efficiency by standardizing documentation and implementing structured escalation processes, ensuring compliance with regulatory requirements.
- Progressed through multiple roles based on performance and operational impact across service and claims functions.
- Worked remotely to support team initiatives.
Account Manager | Office Manager | Licensed Insurance Professional
Pullen Insurance Services / K&K Insurance / AON
Fort Worth, USA
02.2004 - 11.2022
- Managed policy servicing, renewals, claims support, and full lifecycle client account management to ensure seamless client experiences.
- Issued thousands of Certificates of Insurance (COIs) with accuracy and compliance while meeting strict service deadlines.
- Coordinated claims resolution between clients, insurance adjusters, and carriers to support timely outcomes.
- Oversaw office operations, including billing, collections, scheduling, and administrative workflow management, to maintain organized and efficient office functionality.
- Implemented process improvements and standardized procedures, enhancing accuracy and streamlining operations.
- Worked remotely.
Skills
Selected Achievements
- Reduced manual COI requests by 75% through implementation of a self-service portal.
- Maintained a 98% client retention rate across a 30-account portfolio.
- Improved claims turnaround time through workflow standardization and escalation process improvements.
Timeline
Service Manager | Claims Advocate | Account Manager
Players Health
11.2022 - 04.2026
Account Manager | Office Manager | Licensed Insurance Professional
Pullen Insurance Services / K&K Insurance / AON
02.2004 - 11.2022