Joanne Spano
Tonawanda,NY
Summary
Accomplished Account Manager offering 18 years of experience developing and maximizing Insurance sales. Diligent in building and retaining accounts by providing support and attentive service. Expertise in marketing strategies, product promotion and merchandising to achieve market penetration. Successful record of expanding network connections through persuasive brand imaging.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Employee Benefits Account Manager
Patra Corporation
01.2022 - Current
- Provided exceptional service through responsiveness and thorough follow-up on outstanding items related to account management activities.
- Enhanced client satisfaction by addressing and resolving employee benefits issues promptly and professionally.
- Assisted HR departments in developing clear and concise employee communications materials regarding their benefits programs.
- Educated clients on industry trends, regulatory updates, and best practices in employee benefits management.
- Proactively identified areas where additional support could enhance client satisfaction, leading to increased retention rates.
- Worked closely with carriers to resolve claims disputes or billing issues on behalf of clients in a timely manner.
- Kept programs in line with plan structure, company policy and legal requirements.
- Performed evaluations of competitor actions, legislative changes and collective bargaining results in order to make sound decisions about future company benefits and compensation.
Auto Express Claims Analyst
Travelers Insurance
01.2022 - 06.2022
- Managed high-volume caseloads, prioritizing tasks to ensure timely completion of all claims.
- Mentored junior team members, sharing expertise in claims analysis techniques and fostering professional growth within the department.
- Demonstrated a high level of accuracy and attention to detail in reviewing claim documentation for approval or denial decisions.
- Enhanced customer satisfaction by resolving complex claims issues in a timely manner.
- Maintained strong working relationships with third-party vendors, such as independent adjusters and appraisers, to facilitate prompt resolution of claims.
- Assisted clients throughout the entire lifecycle of their claim, from initial filing to final settlement or denial determination.
Account Manager
SDN Insurance Agency
10.2018 - 01.2022
- Managed a diverse portfolio of accounts, ensuring timely delivery of services and maintaining high levels of customer satisfaction.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Developed and implemented strategies to increase client retention.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Monitored account performance metrics, identifying areas requiring improvement or optimization.
- Increased client satisfaction by effectively addressing and resolving account-related issues.
- Facilitated regular client meetings to review progress updates and address any concerns or inquiries proactively.
- Delivered tailored presentations to prospective clients, showcasing products and services that addressed their unique needs.
- Designed customized sales proposals based on thorough analysis of client needs and expectations.
- Negotiated favorable contract terms with suppliers, reducing operational costs for the company.
- Strengthened brand reputation through consistent delivery of exceptional service experiences for all clients.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
Sales Representative
Liberty Mutual Insurance
01.2015 - 03.2016
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Expanded customer base through cold calling, networking, and relationship building.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Developed and maintained comprehensive understanding of products, services and competitors to enhance sales presentations.
- Retained excellent client satisfaction ratings through outstanding service delivery.
- Used customer insights to develop innovative sales strategies to increase sales.
- Managed customer accounts to secure customer satisfaction and repeat business.
- Developed and implemented sales strategies to increase profits.
- Generated new leads through networking and attending industry events.
- Developed and delivered engaging sales presentations to convey product benefits.
- Provided exceptional services and pleasant shopping experiences to retail customers.
Customer Service and MOAT Sales
GEICO
03.2014 - 01.2015
- Offered each customer top-notch, personal service to boost sales and customer satisfaction.
- Skillfully navigated challenging situations with customers, resolving issues swiftly and professionally to maintain brand reputation.
- Offered exceptional after-sales support to customers, handling inquiries promptly while going above-and-beyond to ensure complete satisfaction.
- Developed professional relationships with customers to increase loyalty, retention and rapport.
- Utilized upselling techniques to promote additional products and increase sales.
- Listened to customer needs and desires to identify and recommend optimal products.
- Engaged in friendly conversation with customer to better uncover individual needs.
Account Executive, Sales Support Specialist, Customer Service and Claims Representative
HealthNow, NY
02.2006 - 01.2014
- Collaborated with internal teams to ensure seamless service delivery and resolve any client concerns promptly.
- Conducted market research to identify new business opportunities and stay ahead of industry trends.
- Increased client retention by building and maintaining strong relationships with key accounts.
- Successfully managed a diverse range of accounts across various industries, showcasing adaptability and strong relationship-building skills.
- Optimized CRM system usage, ensuring accurate data tracking for improved decision-making processes within the team.
- Managed multiple projects simultaneously while maintaining high-quality standards for each account deliverable.
- Enhanced customer experience with personalized follow-ups after each transaction or interaction.
- Organized regular client meetings to discuss progress, address concerns, and maintain open lines of communication.
- Expanded account portfolio through effective prospecting and lead generation strategies.
- Continuously updated professional knowledge through industry training programs, webinars, workshops, staying current on market trends and new product offerings.
- Provided ongoing support to clients by offering expert advice on product features, benefits, and best practices.
- Participated in trade shows, conferences, and networking events to generate leads for new business opportunities.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Managed accounts to retain existing relationships and grow share of business.
- Prepared sales presentations for clients showing success and credibility of products.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Facilitated business by implementing practical networking techniques.
- Organized promotional events and interacted with community to increase sales volume.
- Compiled and analyzed data to determine approaches to improve sales and performance.
Education
Bachelors of Business Administration -
Medaille College
Skills
- Benefits Administration
- Compliance knowledge
- Sales Support
- Workers Compensation
- Employment law compliance
- Account Analysis
- Vendor Relationship Management
- Contract Review
- Strategic Planning
- Vertifore/AMS360 expertise
- Performance Management
- Document Preparation
Certification
- Medicare AHIP Certified 2021
- New York State Life, Accident, and Health License, LA - 1179100
- New York State Property and Casualty License, PC – 1179100
Professional Highlights
Over 20 years progressive experience is the fields of new sales, retention, customer service, claims analysis and account management. Demonstrated proficiency in the areas of sales, claims processing, assessing customer needs, maintaining client, employer, and broker relationships, and educating both current and prospective insureds about benefits.
Additional Information
NY State Property & Casualty LIcense # PC-1179100
NY State Life, Accident, Health License # LA - 1179100
Medicare AHIP Certification - 2021
Timeline
Employee Benefits Account Manager
Patra Corporation
01.2022 - Current
Auto Express Claims Analyst
Travelers Insurance
01.2022 - 06.2022
Account Manager
SDN Insurance Agency
10.2018 - 01.2022
Sales Representative
Liberty Mutual Insurance
01.2015 - 03.2016
Customer Service and MOAT Sales
GEICO
03.2014 - 01.2015
Account Executive, Sales Support Specialist, Customer Service and Claims Representative
HealthNow, NY
02.2006 - 01.2014
Bachelors of Business Administration -
Medaille College
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