Dennis Williams
Katy,TX
Summary
Results-driven insurance operations professional with extensive expertise in policy management, client retention, process optimization, and accounting support. Proven success in developing and implementing Standard Operating Procedures (SOPs), managing high-volume new business policies and renewals, and supporting the growth and retention of multimillion-dollar policy portfolios. Proficient in facilitating large-scale agency acquisitions, training and mentoring teams, and utilizing CRM platforms like HubSpot to enhance communication and operational efficiency. Recognized for exceptional attention to detail and strong analytical and problem-solving abilities, thriving in fast-paced, high-accountability environments.
Overview
15
15
years of professional experience
1
1
Certification
Work History
SR LICENSED RENEWAL RETENTION AGENT
BOLT
Austin, TX
01.2018 - Current
- Developed and implemented enterprise-level SOPs for policy management, improving workflow efficiency, consistency, and regulatory compliance.
- Facilitated agency acquisition book rolls exceeding $5M, ensuring seamless policy transitions and uninterrupted operational continuity.
- Managed the review and renewal of 1,400+ policies per month, maintaining high accuracy, compliance, and customer satisfaction.
- Supported strategic initiatives contributing to the retention and growth of a $42M policy book, driving long-term revenue stability.
- Led onboarding and training for new hires on retention SOPs, accelerating ramp-up time and performance readiness.
- Partnered in the development of HubSpot communication enhancements, improving customer engagement and internal coordination.
- Manage a high volume of inbound calls while actively participating in a daily rotating call queue.
- Complete and submit applications for new and re-marketed business to carriers, and conduct timely follow-ups to secure quotes and ensure prompt policy issuance.
SR SUPPORT SPECIALIST / TEAM LEADER
BOLT
Austin, TX
04.2015 - 01.2018
- Designed and executed department-specific training programs aligned with operational goals and performance metrics.
- Evaluated customer interactions to ensure adherence to company standards, policies, and best practices, delivering actionable feedback to improve service quality.
- Conducted detailed case and call audits to ensure accurate documentation, issue resolution, and regulatory compliance.
- Analyzed call data and case trends to identify performance gaps and operational improvement opportunities.
- Delivered targeted coaching sessions based on audit findings, fostering continuous improvement and service excellence.
ACCOUNTING SPECIALIST
BOLT
Austin, TX
06.2014 - 04.2015
- Accurately processed and issued agent commission payments, ensuring compliance with contractual agreements and company policies.
- Managed 1,000+ agent fee transactions monthly, including calculations, deductions, and timely disbursements.
- Monitored agent accounts for non-payments, delays, and discrepancies, proactively resolving issues.
- Maintained detailed bookkeeping records, spreadsheets, and accounts receivable files.
- Supported month-end close and account reconciliations, achieving a 95% accuracy rate and timely financial reporting to management.
BUSINESS SUPPORT TEAM
BOLT
Austin, TX
11.2011 - 06.2014
- Supported customers and agents through 40+ daily phone interactions, maintaining high productivity and service quality.
- Reviewed, processed, and executed customer policy changes via email and internal systems with accuracy and timeliness.
- Resolved billing inquiries including payment adjustments, invoicing issues, and account updates using clear, professional communication.
- Processed and delivered policy documentation in compliance with internal standards and timelines.
- Collaborated with underwriting teams to resolve complex coverage, eligibility, and policy-related inquiries.
ACCOUNTING CLERK II
BOLT
Austin, TX
08.2011 - 11.2011
- Entered and maintained financial transactions in accounting systems, ensuring data integrity and accuracy.
- Supported accounts payable and accounts receivable functions, including documentation, payments, and follow-ups.
- Assisted in preparing monthly financial reports to support budgeting and management decision-making.
- Performed monthly bank reconciliations, ensuring alignment between records and statements.
- Worked closely with senior accountants to support month-end close processes and overall financial operations.
Education
BACHELOR OF ARTS (B.A.) - ACCOUNTING
Texas Southern University
Houston, TX12.2026
HIGH SCHOOL DIPLOMA - undefined
West Brook Senior High School
Beaumont, TX06-2008
Skills
- P&C Agency Operations
- Policy Renewals & Retention Strategy
- SOP Development & Process Optimization
- Training & Team Development
- Data Analysis & Reporting
- CRM Platforms (HubSpot)
- Accounting & Financial Operations
- Microsoft Office Suite
- Client Development & Retention
- Adaptability in Fast-Paced Environments
- Agency Management System
Certification
Property & Casualty General Lines License
Timeline
SR LICENSED RENEWAL RETENTION AGENT
BOLT
01.2018 - Current
SR SUPPORT SPECIALIST / TEAM LEADER
BOLT
04.2015 - 01.2018
ACCOUNTING SPECIALIST
BOLT
06.2014 - 04.2015
BUSINESS SUPPORT TEAM
BOLT
11.2011 - 06.2014
ACCOUNTING CLERK II
BOLT
08.2011 - 11.2011
HIGH SCHOOL DIPLOMA - undefined
West Brook Senior High School
BACHELOR OF ARTS (B.A.) - ACCOUNTING
Texas Southern University