Summary
Overview
Work History
Education
Skills
Certification
Systems And Technology
Carrier Knowledge
Languages
Timeline
Generic

Claudia Aguiluz

Wylie,TX

Summary

Experienced insurance professional with over 11 years in personal lines insurance, specializing in high-net-worth clients. Recognized for outstanding customer service, establishing strong client connections, and tailoring insurance solutions. Proficient in team management, account oversight, operational streamlining, and compliance. Bilingual in Spanish and English, with expertise in multiple agency platforms and insurance providers.

Overview

11
11
years of professional experience
1
1
Certification

Work History

Personal Lines Insurance Department Manager

Schell & Son Insurance Agency
05.2023 - Current
  • Manage a department of 8, overseeing all operations, service delivery, and client support across personal lines.
  • Supervise team members by functional roles (new business, re-marketing, non-renewals, HNW accounts) to enhance department efficiency.
  • Maintain a personal book of high-net-worth accounts ranging from $3M to $10M in premiums.
  • Lead hiring, training, performance reviews, and conflict resolution in the department.
  • Streamline workflows and implement standardized procedures to boost productivity and service consistency.
  • Provide onboarding and continuous training for staff and new producers.
  • Report directly to the Agency Owner/CEO and participate in monthly performance reviews to track department KPIs including new business, cancellations, and retention.
  • Ensure policy accuracy regarding escrow, endorsements, mortgage clause updates, and claims service.
  • Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
  • Established clear performance expectations for staff members which led to increased accountability.
  • Enhanced department efficiency by streamlining processes and implementing time-saving strategies.
  • Implemented cross-training initiatives for employees, increasing overall departmental knowledge and versatility.
  • Developed strong relationships with carriers, securing better deals and ensuring in timely manners the quote required to keep our prefer Agency selection.
  • Provided ongoing staff development opportunities through training programs, workshops, and regular feedback sessions.
  • Contributed to the creation of long-term strategic plans that aligned with the company''s overall vision and goals.
  • Developed comprehensive risk management strategy, mitigating potential obstacles to departmental success.
  • Led a team of professionals to consistently achieve or exceed performance targets.
  • Assisted in talent acquisition efforts, hiring top candidates to strengthen the department''s capabilities.
  • Implemented quality control measures that resulted in improved products or services within the department offerings.
  • Facilitated team meetings to ensure alignment with organizational goals and to foster open communication.
  • Enhanced team productivity by implementing streamlined workflow processes.
  • Analyzed sales data to identify opportunities for growth and areas for improvement, informing strategic direction.
  • Established team priorities, maintained schedules and monitored performance.

Personal Lines Insurance Account Manager

Patterson & Associates Insurance Agency
06.2022 - 05.2023
  • Provided full-service account management, including quoting, renewals, claims support, and remarketing.
  • Supported sales producers and maintained accurate policy and client documentation.
  • Educated clients on policy options and maintained high retention through consistent communication and service.
  • Expedited claim resolutions by acting as a liaison between clients and claims adjusters throughout the entire process.
  • Maximized policy renewals by proactively reaching out to clients well in advance of expiration dates and addressing any concerns or questions.
  • Facilitated regular client reviews to discuss policy updates, changes in needs or circumstances, and any additional coverage requirements.
  • Developed long-lasting relationships with clients to foster trust, loyalty, and a deep understanding of their insurance needs.
  • Negotiated favorable terms with underwriters on behalf of clients to secure competitive pricing and comprehensive coverage options.
  • Monitored industry trends and regulatory changes to stay current on best practices in account management and provide informed recommendations to clients.

Personal Lines Insurance Account Manager / Producer

Dagley Insurance Agency
07.2021 - 06.2022
  • Managed high-net-worth personal lines accounts, cross-sold coverage, and processed policy changes.
  • Exceeded monthly sales goals while supporting underwriters and producers.
  • Delivered fast, effective customer service across multiple channels including phone, email, and live chat.
  • Enhanced policyholder retention rates through effective communication, personalized account management, and prompt issue resolution.
  • Collaborated with sales teams to identify potential new clients, leading to an expansion of the agency''s client base.
  • Developed customized insurance solutions for clients by working closely with underwriters to create tailored coverage packages that met individual needs.
  • Conducted thorough risk assessments for prospective clients to accurately determine appropriate coverage levels based on individual needs.
  • Maintained detailed records of client interactions, policies, and transactions using sophisticated CRM software systems.
  • Implemented effective cross-selling strategies that resulted in additional product lines being added to existing accounts.
  • Educated clients on complex insurance concepts and policy details to empower informed decision-making regarding their coverage choices.
  • Proactively identified upselling opportunities within existing accounts, resulting in expanded coverage for clients and increased revenue for the agency.
  • Coordinated with marketing teams to develop targeted campaigns aimed at increasing awareness of available products within existing accounts.

Personal Lines Account Manager

Beam Insurance Agency
04.2016 - 06.2021
  • Handled renewals, endorsements, and policy reviews, especially for high-risk and high-value clients.
  • Partnered with sales team to build quotes and identify cross-sell opportunities.
  • Maintained compliance and documentation standards while exceeding service benchmarks.
  • Managed a diverse book of business with attention to detail and accuracy, ensuring proper documentation was maintained for each account.
  • Exceeded performance metrics consistently by efficiently managing workload and prioritizing tasks based on urgency and complexity levels.
  • Assisted clients with policy changes, ensuring accurate adjustments were made to meet their specific needs.
  • Improved client retention by providing exceptional customer service and addressing policy inquiries in a timely manner.
  • Facilitated smooth transitions during times of company growth or restructuring by adapting quickly to new systems and processes while maintaining high-quality service standards.
  • Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
  • Maintained up-to-date knowledge of industry trends and regulations, allowing for informed recommendations to clients regarding their insurance needs.
  • Provided ongoing support to colleagues experiencing higher workloads due to staff absences or fluctuations in business demands.
  • Collaborated with sales team to cross-sell additional products, resulting in expanded portfolio offerings and increased revenue.
  • Enhanced client satisfaction through proactive outreach initiatives, including annual policy review reminders and personalized follow-up communications.
  • Retained valuable clients during challenging market conditions by demonstrating expertise in risk management strategies tailored to individual circumstances.
  • Increased overall productivity by streamlining administrative tasks such as processing endorsements, cancellations, and billing inquiries.
  • Developed strong relationships with underwriters, effectively negotiating coverage options and rates on behalf of clients.
  • Conducted annual reviews of existing policies to update information.

Customer Service Representative - Personal Lines

Eichelmann Insurance Agency
04.2014 - 02.2016
  • Handled policy changes, billing issues, and claims support.
  • Built customer loyalty through consistent service and proactive communication.
  • Managed high-volume calls and performed administrative tasks under tight deadlines.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.

Education

Bachelor of Science - Business Administration

Universidad Dr. Jose Matias Delgado
11.2006

Property & Casualty Insurance Agent -

Kaplan University

CISR -

National Alliance Institute

Skills

  • Personal Lines Insurance Management
  • High Net-Worth Client Portfolio Management
  • Team leadership
  • Team Leadership & Staff Development
  • Staff management
  • Workflow Optimization & Quality Control
  • Problem-solving
  • CRM & Agency Management Systems
  • Decision-making
  • Personnel training and development
  • Coaching and mentoring
  • Employee scheduling
  • Personnel management
  • Conflict de-escalation
  • Staff hiring and retention
  • Claims Handling & Endorsements

Certification

  • Licensed Independent Insurance Agent
  • Personal Lines Property and Casualty Insurance

Systems And Technology

  • AMS360
  • Salesforce
  • EZLynx
  • EPIC
  • Agency Zoom
  • PL Rater
  • Microsoft Office
  • DocuSign
  • PandaDoc
  • Adobe Signature
  • Ring Central
  • Outlook
  • Zoom
  • Slack
  • CRM: Zoho
  • Microsoft Teams

Carrier Knowledge

  • Chubb
  • PURE
  • AIG
  • Mercury
  • Travelers
  • Safeco
  • Nationwide
  • Acuity
  • Vault
  • Hagerty
  • Liberty Mutual
  • State Farm
  • Zurich
  • Progressive
  • Allstate
  • Kemper
  • ASI
  • Hippo
  • Swyfft
  • Openly
  • Branch
  • Texas FAIR Plan
  • American Modern
  • The Hartford
  • Stillwater
  • Dairyland
  • National General
  • And many more.

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Personal Lines Insurance Department Manager

Schell & Son Insurance Agency
05.2023 - Current

Personal Lines Insurance Account Manager

Patterson & Associates Insurance Agency
06.2022 - 05.2023

Personal Lines Insurance Account Manager / Producer

Dagley Insurance Agency
07.2021 - 06.2022

Personal Lines Account Manager

Beam Insurance Agency
04.2016 - 06.2021

Customer Service Representative - Personal Lines

Eichelmann Insurance Agency
04.2014 - 02.2016

Bachelor of Science - Business Administration

Universidad Dr. Jose Matias Delgado

Property & Casualty Insurance Agent -

Kaplan University

CISR -

National Alliance Institute

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