Itza N. Gonzalez
Senior Commercial Lines Account Manager
Richmond,VA
Summary
Detail-oriented Account Specialist proficient at handling all aspects of commercial account management and development, highly focused on resolving issues and maintaining customer loyalty. Strong critical thinking skills with a methodical approach. Knowledgeable about Insurance industry practices and eager to develop company business by providing top-notch customer service and sales support.
Overview
32
32
years of professional experience
Work History
Account Specialist II
Aon Risk Services
Richmond, VA
9 2016 - Current
- Responsible for day to day servicing of a 2.7m book of business comprised of large national and global commercial accounts in diverse industries – consisting but not limited to hospitality, medical supplies, government contractors, importers of household goods and manufacturers
- In addition handle several reverse flow accounts and two municipalities
- Support Account Executives on assigned accounts, managing key processes that serve clients and coordinating the client-facing and internal activities related to these processes
- Manage and monitor the renewal process
- Act as a liaison between the client and Broker at the direction of the Account Executive, and follow up for binders, policies, and endorsements
- Confirm new and renewal policies, follow up and record policy receipts and deliveries, verify endorsements, collection and review of audits and order corrections
- Gather information for the crafting of fee proposals and finance agreements
- Maintain effective and positive relationships with clients
- Serve independently in a client-facing capacity on matters of moderate importance and complexity
- Perform submission assembly/creation where assigned
- Facilitate the timely and accurate flow of information between clients, and account team members
- Handle client open items lists and respond to client ad-hoc requests
- Gather and analyze data and assigned elements for the creation of presentations tailored to the needs of the audience and the circumstances of the presentation
- Serve as the primary point of contact with Aon Client Services (ACS), coordinating activities of the client service team and ACS to ensure that key processes assigned are performed efficiently and quality of client deliverables is verified
- Primary collaborator with Premium Accounting on client billing matters
- Receive and handle routine and sophisticated coverage inquiries and endorsement requests
- Serves as key client liaison for items such as certificates, auto IDs, location additions, invoices, Worker's Compensation posting notices, allocations, premium finance agreements, summaries of insurance, and policy transmittals
- Monitors and follows-up on invoice generation, fee agreements, receivables, and collections
- Addresses and resolves problems
- Provide guidance and mentoring to a less senior account specialists
- Delegate work to support staff and ACS where applicable.
Commercial Lines Account Manager
BB&T Insurance Services, Inc.
Richmond, VA
11.2009 - 09.2016
- Managed a large commercial accounts portfolio of over 80 diverse middle market accounts consisting of but not limited to non-profit agencies, government contractors, residential and commercial construction risks, long haul and local transportation, logging, commercial and residential property, manufacturing
- Collaborated with inexperienced producer and personnel involved in the insurance process at the account, to obtain information for the underwriting, marketing, proposal and placement of new business averaging $300,000 revenue placed per year for 3 consecutive years.
- With minimal guidance and supervision, identified and analyzed client exposures and determined which markets to utilize, ensuring thorough evaluation of qualified companies in the marketplace
- Established and maintained positive business relationships with clients and market contacts; using excellent communication skills and service orientation, cooperative nature, and tactfulness to resolve client and company problems
- Interact face to face with clients and carrier personnel
- Gathered and organize information from clients and carriers for the preparation and submission of new and/or renewal business
- Controlled the submission and marketing process
- Negotiated premiums, concessions and enhancements with carriers
- Prepared drafts for new and renewal insurance proposals and presentations for clients
- Led the renewal process from start to finish, focusing on client needs before, during, and after the renewal process to ensure relationships and requests are adequately maintained
- Cross-sold and upgraded coverages on existing book of business
- Bound and ordered new and renewal business assuring that all subjectivities were met and all documents needed to finalize process were obtained and delivered to carriers
- Directed the Client Service Associates and Certificate Team as needed coordinated and oversaw the preparation of deliverables and outputs
- Responsible for accounts receivable on new and renewal business
- Interacted with clients on a daily basis and provided technical expertise to accounts
- Managed and provided response to all customer requests and inquiries
- Administered efficient resolutions for all customer issues
- Reviewed year end audits and mediated audit disputes
- Advocated on clients' behalf when accounting, claims, loss control or general communication issues arose
- Consulted with clients on insurance needs for mergers, acquisitions and new ventures
- Used language skills (fluency in Spanish) to assist Employee Benefits department with enrollment presentations
- Conducted presentation by translating English Power Point slides into Spanish for non-English speaking employees and facilitated the subsequent question/answer session for the EB representative.
- Maintained consistent knowledge of industry products and attended continuous education events to increase product knowledge.
- Provided training and mentorship to junior account managers, enhancing overall team performance and service quality levels.
Senior Account Manager
Gaines & Critzer, Ltd.
Richmond, VA
06.1992 - 11.2009
- Senior Account Manager in a niche agency specializing in the large and middle market wood products and trucking/transportation industry
- Responsible for growing transportation department from zero to 2mil by being heavily involved in inside sales, soliciting referrals, marketing and placing new business
- Independently analyzed quotations and negotiated with underwriters to obtain desired terms, premiums, conditions and commissions
- Handled all day-to-day client requests, delegating to support staff as needed, prepared submissions, marketed and placed new and renewal business, resolved client issues
- Advocated for clients during the claims and adjustment process
- Built and maintained relationships with MGAs and carriers to maintain abreast of appetites and assure the successful and efficient placement of new business and development of existing accounts
- Informed and educated clients about exposures, coverage and changes to their insurance program
- Performed coverage and contract reviews
- Reviewed policies, quotes and coverage for completeness and accuracy suggesting additional coverage as necessary
- Remained up to date with changes in regulations and laws, informed clients accordingly and upgraded coverage as needed
- Fostered retention in a competitive environment by building strong client relationships.
- Increased revenue for the company through strategic upselling and cross-selling initiatives.
- Sold new products and services and developed new accounts to maximize revenue potential.
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Education
Skills
Demonstrated ability to partner with producer in the marketing, placing and servicing of all new business, successfully supporting him to meet, and substantially exceed, goals three years in a row Excellent background in customer service, often exceeding client expectations from initial contact through post-sales follow-up Analytical and organized with the proven ability to identify client needs, make recommendations and implement effective solutions Excellent interpersonal and communication skills, able to rapidly develop rapport and collaborate with clients, co-workers, company personnel on all levels Self-starter, able to work successfully both independently and in a team atmosphere Extremely adaptable and able to quickly grasp and apply new information and skills
Microsoft Office proficiency
Customer relationship development
Customer Engagement
Proficient in Spanish Completely bi-lingual with the ability to speak, read and write Spanish fluently Able to easily and accurately translate written or spoken words from English to Spanish and vice-versa
Possess excellent analytical, technical and problem-solving skills and abilities
Capable of handling multiple projects/deadlines
Detail-oriented
Work independently
Microsoft Office - Excel, Word, Power Point and Outlook
Strong Verbal and Written Communication skills
Ability to prioritize workload and timelines efficiently and effectively
Demonstrated ability to partner with producer in the marketing, placing and servicing of all new business, successfully supporting him to meet, and substantially exceed, goals three years in a row Excellent background in customer service, often exceeding client expectations from initial contact through post-sales follow-up Analytical and organized with the proven ability to identify client needs, make recommendations and implement effective solutions Excellent interpersonal and communication skills, able to rapidly develop rapport and collaborate with clients, co-workers, company personnel on all levels Self-starter, able to work successfully both independently and in a team atmosphere Extremely adaptable and able to quickly grasp and apply new information and skills
Timeline
Commercial Lines Account Manager
BB&T Insurance Services, Inc.
11.2009 - 09.2016
Senior Account Manager
Gaines & Critzer, Ltd.
06.1992 - 11.2009
Account Specialist II
Aon Risk Services
9 2016 - Current
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