Summary
Overview
Work History
Education
Skills
Timeline
Generic

Eileen Gaudiello

Cleveland

Summary

Diligent Client Manager/Broker with comprehensive background in managing client relationships and resolving complex issues. Proven track record of enhancing client satisfaction and streamlining service processes. Demonstrated ability to lead teams and implement customer-centric strategies effectively.

Professional in client services with strong experience in managing client relationships and ensuring satisfaction. Skilled in team collaboration and communication, consistently achieving results through adaptability and problem-solving. Proficient in conflict resolution, project management, and fostering positive client experiences. Reliable and flexible, with focus on meeting organizational goals and exceeding client expectations.

Overview

15
15
years of professional experience

Work History

Client Service Manager

Hylant Group
12.2023 - Current
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
  • Mentored departmental team, boosting efficiency, success and morale among employees.
  • Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
  • Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
  • Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.
  • Enhanced client satisfaction by implementing effective communication strategies and addressing concerns promptly.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Established open lines of communication among team members through regular meetings that fostered collaboration towards shared goals.
  • Kept stakeholders up-to-date on details pertaining to client deliverables.
  • Developed strong relationships with key clients, leading to increased retention rates and long-term partnerships.
  • Conducted regular reviews with clients to assess their satisfaction levels, gather feedback, and address any areas of concern.

Senior Account Manager

USI
08.2020 - 12.2023
  • Managed book of business around $1.25M for complex clients in the manufacturing, construction, oil and energy, and trucking/logistics industries.
  • Strive to respond to internal and external clients in a timely and professional manner.
  • Consistently maintain client records for service, marketing, contract reviews, and policy communication.
  • Follow workflow to initiate renewal reviews 150-180 days out from renewal.
  • Negotiate new business and renewals with carrier partners and wholesalers.
  • Delegate administrative tasks to Account Representative.
  • Mentor and assist Career Track Associates and Account Representatives with coverage view audits and navigating communications with clients and carriers.
  • Provide creative views with regards to insurance clauses to insured and works to obtain additional coverages where required by contract.
  • Annual reviews of insurance program with insureds to determine if additional coverages or limits changes are needed.
  • Attend and conduct client meetings with the USI Risk Manager.
  • Clearly articulate key P&C coverage issues and recommend actions to all parties involved during client meeting.
  • Work to identify potential risk control issues within the insured.

Senior Account Manager/Team Lead

Risk Strategies
04.2020 - 07.2023
  • Building and maintaining constructive and effective relationships with internal and external customers by meeting and exceeding expectations.
  • Utilize commercial P&C insurance knowledge and expertise to actively service existing accounts and develop new business opportunities.
  • Managing proprietary systems for service, marketing, and policy communications with clients and carriers in Epic.
  • Participating in the retention of renewals by interacting with producers to prepare specifications for applications and underwriting data and related information in the marketing of insurance products.
  • Ensuring the client has continuous and proper coverage and advising the client of any coverage recommendations.
  • Supporting the implementation of new lines of coverage by setting up accounts, collecting needed documentation, and reviewing plan details with the client and carrier.
  • Executing coverage analysis as needed as well as providing the client with accurate quotations for any additional coverages.
  • Utilizes and disseminates current best practices, policies, and procedures established by RSC to the P&C Commercial team.
  • Follows assigned checklists assigned by management for education, training, and all project work.
  • Participates in the interview and selection process for hiring of new team members.
  • Participates in annual performance reviews and quarterly review meetings.

Senior Client Manager

Oswald Companies
08.2010 - 02.2021
  • Serve as the key service client contact to identify, design, communicate, and implement cost-effective Property & Casualty solutions to cover risk appropriately and reduce qualifying, reviewing, identifying, and procuring coverage needs.
  • Collaborate with Business Development and Client Executive teams to support new business presentation and growth goals.
  • Currently maintain a book of business of 50-150 accounts at a book value of $800K in revenue.
  • Worked with the Private Equity Practice Leader and developing and executing private equity aggregate programs.
  • Ensures that all client services are delivered in a timely and professional manner including contract reviews, exposure, and coverage questions, proposals, binding communications, certificate template creation, and approval.
  • Directs the on-boarding of new clients by collaborating with the Business Development team to obtain thorough and accurate information required to meet compliance standards.
  • Ability to demonstrate risk assessment when examining the operations of an insured and/or prospect thoroughly identifying the potential internal and external exposures that could negatively impact their respective business.
  • Collaborates with internal and external Loss Control teams to assist insured and/or prospect to understand ways in which risks can be minimized, mitigated, and helps facilitate those services as appropriate.
  • Attended and conducted client meetings as the sole Oswald Companies representative where needed. Can clearly articulate key P&C coverage issues and recommend actions to all parties involved and can respond to complex coverage questions in impromptu situations.
  • Maintain favorable and productive relationships with all underwriters in support of key carrier relationships to achieve best-in-class results for the clients.
  • Currently serving as a mentor to CSA's to help them develop the skills they need to advance to the next level.

Client Manager

Oswald Companies
09.2011 - 08.2015
  • Maintained a book of business with at least $650,000 in revenue.
  • Worked with Client Executives and Business Development to market plans for renewals based on the client's needs and carrier appetite. Engaged the most favorable carrier partner to review and quote the account.
  • Ensured the day-to-day servicing needs of clients are addressed in a timely and complete manner, which includes but is not limited to endorsements requests, coverage inquiries, billing coordination, etc.
  • Delivered client services in a timely and professional manner including contract reviews, exposure, and coverage questions, proposals, binding communications, certificate template creation, and approval.

Customer Service Administrator

Oswald Companies
08.2010 - 09.2011
  • Provided direct administrative support to multiple Client Managers and Client Executives.
  • Processed requests for Certificates of Insurance and Auto I.D. cards.
  • Solicited renewal information from clients 90-120 days from renewal.
  • Updated agency management system with client data and prepared renewal submissions for Client Manager review.
  • Handled client requests for endorsements.
  • Communicated daily with underwriters and underwriting assistants regarding mutual insureds.
  • Prepared agency management invoices and ensured they were paid as scheduled.

Education

Paralegal Training - Paralegal

Cuyahoga Community College District
Cleveland, OH
05.2007

Bachelor's - Political Science

Baldwin-Wallace College
Berea, OH
05.2002

Skills

  • Account Management
  • Property & Casualty license June 2007 to June 2026
  • Presentation Skills
  • Proficient in Microsoft Word and Excel
  • Proficient in the following Agency Management Systems: Epic, AMS360, Sagitta, and ImageRight
  • Currently working on CIC designation
  • Staff training and mentoring
  • Team development
  • Client relationships - building, rapport, education
  • Strong leadership

Timeline

Client Service Manager

Hylant Group
12.2023 - Current

Senior Account Manager

USI
08.2020 - 12.2023

Senior Account Manager/Team Lead

Risk Strategies
04.2020 - 07.2023

Client Manager

Oswald Companies
09.2011 - 08.2015

Senior Client Manager

Oswald Companies
08.2010 - 02.2021

Customer Service Administrator

Oswald Companies
08.2010 - 09.2011

Bachelor's - Political Science

Baldwin-Wallace College

Paralegal Training - Paralegal

Cuyahoga Community College District

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