CLAUDIA AMAYA
Tampa,FL
Summary
Seasoned Operations Manager and talented leader with 20+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Commercial Lines Operations Manager
USI Insurance Services
11.2021 - Current
- Responsible for managing operational activities of Commercial Lines Department in order to achieve profitability and ensure consistent standards of sales, service and professionalism as defined by USI's Best Practices, Core Values and Risk Management Quality Control standards.
- Transformed team of 60 service operation employees from ranking last to top 5% within 6 months.
- Work with regional COO to ensure compliance with profit, budget and growth objectives set by executive management
- Created and implemented leadership onboarding and responsibilities to successfully manage direct reports
- Identified areas of improvement and created efficiencies in our processes and procedures.
- Lead project management initiatives
- Monitor adherence to service standards through Key Performance Indicators
- Participate in presentation to prospects and clients, as necessary in support of new business and client retention , providing in-depth knowledge regarding operations activities
- Lead hiring, onboarding and training of new hires to fulfill business requirements.
- Conduct regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Lead renewal and strategic meetings with service and sales
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Director of Client Services
Assurance, a Marsh & McLennan Agency LLC Company
01.2019 - 10.2021
- Delivered proven high quality client service consistent with Marsh operational standards and practices
- Managed and developed team of 40 Client Service Managers and Client Service Associates
- Achieved productivity and performance metrics.
- Defined and drove team vision and strategic/operational goals to successful completion
- Managed construction and real estate service staff through workload, annual goals and ensured team remained within expense parameters
- Successfully monitored compliance to service standards through Key Performance Indicators
- Designed and implemented department's onboarding process, oversaw training and education to ensure smooth transition for new employees, assigned mentors and coordinated job learning as necessary
- Attended and presented regularly scheduled Sales and Service team meetings.
- Served as member of key management team
Client Executive
TAVE RISK MANAGEMENT, - A.J. Gallagher Company
08.2018 - 12.2018
- Managed book of business and provided superior client service to sophisticated accounts, ensuring retention of current accounts by effectively managing renewal process, developing client relationships, and resolving client issues in a timely manner while collaborating with servicing team.
- Mentored junior team members, fostering positive work environment and encouraging professional growth.
- Built long-lasting partnerships through effective networking and relationship management skills.
- Negotiated profitable contracts with key clients, securing long-term revenue streams for company.
- Led cross-functional teams to develop innovative strategies, driving business growth and profitability.
Customer Service Supervisor
ARTHUR J. GALLAGHER RISK MANAGEMENT
01.2016 - 07.2018
- Accountable for leading Client Service team that delivered high quality and efficient service to both internal and external clients within Branch
- Responsibilities included: Client Retention and Satisfaction, Meeting of Branch goals and objectives, Achieving operating/margin targets, Lead and Manage staff of 20 Account Managers, Manage business processes, Manage book of business, Manage audits, Recruiting, hiring and training of staff, Quarterly and annual Monthly reviews, Compliance and licensing.
- Promoted positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
Agency Manager
INTERFINANCIAL INSURANCE SERVICES
01.2010 - 12.2016
- Managed daily operations of Insurance Agency to include: Reviewing of insurance policy submissions and determine appetite to underwriters, Presentation of quotes to agents and customers, Identifying customers insurance needs to demonstrate how products and services can meet those needs, Renewal of policies, billing and producing client documents following agency standards, Reviewing of policies, endorsements or audit discrepancy forms, proactively ordering any necessary corrections from carrier and ensure documents are sent to client on a timely basis, Spearheaded Bonding/Surety Department, Management of account retention and renewal process, Responsible for maintaining service relationship with clients and general agencies, Trained agents on products, underwriting guidelines and business systems, Developed and Implemented marketing and sales strategies, Designed and managed projects regarding business development, Assisted in agency's hiring process.
- Leveraged technology platforms for efficient management of client accounts, policy changes, claims processing, and billing inquiries.
- Managed staff performance of staff by proactively addressing deficiencies and training weaknesses.
- Maintained personnel files and regularly conducted audits to verify accuracy of information.
- Developed strong relationships with key clients, resulting in increased client satisfaction and retention rates.
Education
Bachelor of Arts in Economics -
UNIVERSITY OF HOUSTON
Houston, TXSkills
- Microsoft Word
- PowerPoint
- Excel
- QuickBooks Pro
- EPIC-DMS-Quote management-PATE-CSR24
- Sagitta-Image Right
- Problem-Solving
- Team Leadership
- Operations Management
Certification
General Lines (Life, Health, HMO, Property and Casualty)
Designations
CRIS
Qualifications Summary
Experienced Director of Client Services with a demonstrated history of working in the insurance industry. Strong business development professional skilled in Sales, Customer Relationship Management (CRM), Team Building, Management, and Account Management.
Languages
Spanish
Native or Bilingual
Timeline
Commercial Lines Operations Manager
USI Insurance Services
11.2021 - Current
Director of Client Services
Assurance, a Marsh & McLennan Agency LLC Company
01.2019 - 10.2021
Client Executive
TAVE RISK MANAGEMENT, - A.J. Gallagher Company
08.2018 - 12.2018
Customer Service Supervisor
ARTHUR J. GALLAGHER RISK MANAGEMENT
01.2016 - 07.2018
Agency Manager
INTERFINANCIAL INSURANCE SERVICES
01.2010 - 12.2016
Bachelor of Arts in Economics -
UNIVERSITY OF HOUSTON
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