Dana Skinner
Katy
Summary
Dynamic Assistant Manager at State Farm Insurance with a proven track record in leadership and operations management. Enhanced office productivity by 40% through strategic workflow improvements and developed high-performing teams. Expert in client relations and risk mitigation, consistently achieving a client retention rate exceeding 90%.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Manager/Account Manager
State Farm Insurance
Metairie
02.2012 - Current
- Led daily branch operations include scheduling, compliance audits, inventory control, and office management, ensuring seamless business continuity.
- Played a key role in the claims process by assisting clients in understanding and navigating the steps involved, including paperwork, and providing guidance on what to expect.
- Recruited, trained, and managed new employees, resulting in reduced onboarding time and improved productivity.
- Directed a high-performing team, establishing KPIs and monitoring progress to exceed sales and service goals.
- Spearheaded team initiatives to improve workflow efficiency, increasing overall office productivity by 40%.
- Developed and implemented customer service policies that raised satisfaction ratings and contributed to a client retention rate of over 90%.
- Managed complex client accounts and high-level service issues, resolving escalations effectively while preserving client trust.
- Conducted performance reviews, provided actionable feedback, and created development plans to support individual and team growth.
- Collaborated with leadership on strategic initiatives including marketing, territory development, and risk management.
- Enhanced client satisfaction rates through personalized consultations and tailored policy recommendations.
- Recruited and mentored top-performing insurance agents, fostering a supportive and results-driven work environment.
- Identified emerging trends in the insurance industry through continuous research and education to stay ahead of competitors in service offerings.
- Developed strong relationships with underwriters and carriers to negotiate better coverage options for clients.
- Managed day-to-day operations including staffing schedules, claims handling procedures, compliance audits, office maintenance, and inventory management.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Managed senior-level personnel working in marketing and sales capacities.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Maintained a high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Collaborated with the sales team to identify potential upselling opportunities and expand the client base.
- Mentored new hires by providing guidance and support during their onboarding process, helping them achieve success early in their careers as insurance sales advisors.
Education
Master of Arts - Criminal Justice
Bachelor of Science - Criminal Justice
Skills
- Leadership and team development
- Operations management
- Performance evaluation
- Strategic planning and execution
- Risk mitigation and compliance
- Talent acquisition and retention
- Account management
- Transaction processing
- Client relations
- Relationship management
- Customer service excellence
- Workflow prioritization
- Conflict resolution
- Microsoft Office Suite proficiency
- Administrative oversight
- Document review
- Issue resolution strategies
- Claims management
Certification
- Property & Casualty Producers License
- Property & Casualty Adjusters License
- Life Insurance License
Timeline
Assistant Manager/Account Manager
State Farm Insurance
02.2012 - Current
Master of Arts - Criminal Justice
Bachelor of Science - Criminal Justice
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