DENNIS WILLIAMS
Katy
Summary
Dynamic insurance operations specialist known for optimizing processes to enhance client retention and operational efficiency. Expertise in mentoring teams and implementing strategies that support multimillion-dollar portfolio growth. Advanced skills in CRM platforms and data analysis to drive service excellence and compliance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
SR LICENSED RENEWAL RETENTION AGENT
BOLT
Austin
01.2018 - Current
- Reviewed and renewed 1,400+ policies monthly, ensuring accuracy, compliance, and high customer satisfaction.
- Supported strategic initiatives contributing to the retention and growth of a $42M policy book, driving long-term revenue stability.
- Conducted in-depth policy reviews with insureds, identifying coverage gaps and recommending additional products to enhance retention and revenue.
- Performed in-depth policy reviews with insureds, identifying coverage gaps and recommending additional products to increase retention and revenue.
- Facilitated agency acquisition book rolls exceeding $5M, ensuring seamless policy transitions and uninterrupted operational continuity.
- Led onboarding and training for new hires on retention SOPs, accelerating ramp-up time and performance readiness.
- Developed and implemented enterprise-level SOPs for policy management, improving workflow efficiency, consistency, and regulatory compliance.
- Supported new business sales operations during staffing shortages by assisting with quoting, client communication, and policy processing.
- Partnered in the development of HubSpot communication enhancements, improving customer engagement and internal coordination.
- Ensured efficient customer service by managing daily call volume in a rotating 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
04.2015 - 01.2018
- Evaluated customer interactions to ensure adherence to company standards, policies, and best practices, delivering actionable feedback to improve service quality.
- Evaluated customer interactions for adherence to company standards and best practices, providing actionable feedback that enhanced service quality.
- Analyzed call data and case trends to identify performance gaps and operational improvement opportunities.
- Analyzed call data and case trends to uncover performance gaps and drive operational improvements.
- Delivered targeted coaching sessions from audit findings, promoting continuous improvement and elevating service excellence.
ACCOUNTING SPECIALIST
BOLT
Austin
06.2014 - 04.2015
- Managed over 1,000 monthly agent fee transactions, ensuring accurate calculations, precise deductions, and timely disbursements.
- Accurately processed and issued agent commission payments, ensuring compliance with contractual agreements and company policies.
- 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, maintaining 95% accuracy and delivering timely financial reports to management.
- Resolved billing inquiries related to payment adjustments, invoicing issues, and account updates, facilitating clear and professional communication.
- Reviewed, processed, and executed customer policy changes via email and internal systems with accuracy and timeliness.
- Supported customers and agents through 40+ daily phone interactions, maintaining high productivity and service quality.
BUSINESS SUPPORT TEAM
BOLT
Austin
11.2011 - 06.2014
- Collaborated with underwriting teams to resolve complex coverage, eligibility, and policy-related inquiries.
- Processed and delivered policy documentation in compliance with internal standards and timelines.
- Entered and maintained financial transactions in accounting systems, ensuring data integrity and accuracy.
- Entered and maintained financial transactions in accounting systems, ensuring data integrity and accuracy.
- Assisted in preparing monthly financial reports, aiding in budgeting and informed 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.
ACCOUNTING CLERK II
BOLT
Austin
08.2011 - 11.2011
- Entered and maintained financial transactions in accounting systems, ensuring data integrity and accuracy.
- Supported accounts payable and accounts receivable functions, ensuring timely documentation and follow-ups to maintain cash flow.
- Assisted in preparing monthly financial reports to provide insights for budgeting and informed 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.
- Processed and delivered policy documentation in compliance with internal standards and timelines.
- Collaborated with underwriting teams to resolve complex coverage, eligibility, and policy inquiries, enhancing overall customer satisfaction.
Education
BACHELOR OF ARTS (B.A.) - ACCOUNTING
Texas Southern University
Houston, TX12-2026
HIGH SCHOOL DIPLOMA -
West Brook Senior High School
Beaumont, TX06-2008
Skills
- Client retention
- Retention strategy
- P&C Agency Operations
- Agency Management System
- Accounting & Financial Operations
- Process optimization
- Data Analysis & Reporting
- CRM Platforms (HubSpot)
- Microsoft Office Suite
- Risk Management
- Adaptability in Fast-Paced Environments
- Team training
Certification
Property & Casualty General Lines License
Accomplishments
Employee of the Year 2020
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
BACHELOR OF ARTS (B.A.) - ACCOUNTING
Texas Southern University
HIGH SCHOOL DIPLOMA -
West Brook Senior High School