JOYCE WHITLOW
Taylorville,IL
Summary
Commercial account and service leadership focused on coverage placement, renewal strategy, and quote analysis. Improves outcomes through clear client communication and rapid problem resolution. Coordinates staff development and execution across sales, service, and administrative functions.
Overview
1
1
Certification
28
28
years of professional experience
Work History
Commercial Account Manager
Higginbotham Insurance Agency Inc.
Dallas, TX
04.2025 - Current
- Managed commercial insurance accounts for Higginbotham Insurance Agency clients, ensuring alignment with client needs and risk profiles.
- Oversaw client accounts and recommended tailored product selections to meet specific business requirements.
- Advised clients on commercial lines coverage and policy options, facilitating informed decision-making.
- Consulted with customers to identify needs and build customized solutions.
- Prepared account summaries, applications, and supporting documents for submissions.
- Researched market conditions to inform pricing decisions.
- Assisted sales team members with growth and development efforts.
- Responded promptly to inquiries from internal staff regarding customer accounts.
Commercial Lines Division Manager
Dimond Bros. Insurance, LLC
, IL
03.2021 - 01.2025
- Agency restructuring concentrated in divisional management (commercial lines, personal lines, benefits, sales and farm)
- Managed team of 12 service account executives, providing direction and support to optimize daily operations.
- Oversaw account servicing to ensure timely renewals, endorsements, invoicing, and claims handling, enhancing client satisfaction.
- Acted as a point of escalation for complex accounts or client issues, resolving them promptly
- Mentored and developed team members, fostering a collaborative and growth-oriented environment, to ensure high standards of client service and operational efficiencies.
- Facilitated hiring process and implemented training and onboarding for new team members, promoting a seamless integration into the team.
- Led meetings, keeping staff informed of changes or new requirements in policies and procedures.
- Assumed responsibility for managing 10 additional account executives after a peer retirement, ensuring continuity in operations.
Regional Manager
Dimond Bros. Insurance, LLC
, IL
06.2019 - 03.2021
- Drove sales performance through effective leadership and strategic planning resulting in qualifying 2 years for producer incentive trip
- Managed operations across seven office locations and 50 employees, driving collaboration among sales, service, and administrative teams
- Developed and implemented strategies to enhance operational efficiency and customer service
- Monitored workflow using reports to ensure adherence to performance standards and enhance service delivery
- Identified and resolved complex service-related issues in partnership with service team members and Sales Executives
- Ensured compliance with all company policies and regulatory requirements
- Conducted regular site visits to align branch activities with corporate goals and foster team engagement
Client Service Supervisor
Arthur J. Gallagher (Formally Nicoud Insurance Service)
Springfield, IL
03.2017 - 06.2019
- Managed large client book as primary contact for policy renewals, coverage lines, and requests for certificates and endorsements, ensuring client satisfaction and service continuity.
- Collaborated with Sales Executives to enhance client relationships by identifying coverage needs and participating in sales meetings to drive new business opportunities.
- Developed a deep understanding of clients' needs and appropriate coverage solution that were optimal for their risk profile
- Coordinated with other departments to address client needs promptly, fostering effective communication and service delivery.
- Evaluated client service team performance and offered support.
- Utilized dashboard reports to monitor workflow and ensure performance standards were being met
- Worked closely with a merger/acquisition team to ensure the transition went smoothly driving Gallagher client service processes, system adoption and adherence to professional standards across the branch service team
Office Manager
Nicoud Insurance Services
Springfield, IL
01.2013 - 03.2017
- Maintained professional, efficient work environment by managing personnel activities and providing administrative support
- Maintained the office staff job results by coaching, counseling, and disciplining employees; planning, monitoring and appraising job results
- Supervised administrative staff, driving front office operations and continuous workflow.
- Organized orientation and training of new staff members
- Managed accounting functions, including accounts payable and receivable, compiled financial reports on cash receipts, expenditures, and profit and losses for month-end reports to agency owners, prepared payroll data, and reconciled bank accounts
- Developed and monitored office budgets and processed payroll using accounting software.
- Reviewed financial statements and ledgers to ensure accuracy and compliance
- Facilitated month-end closing processes, invoicing and journal entries.
- Implemented office procedures, creating streamlined processes.
- Managed daily performance of office computers and troubleshot general IT issues, scheduling pertinent software updates.
- Acted as a liaison between sales and services teams
- Ensured all required State licenses were current, prepared and filed any state required reports
- Maintained frequent interaction with Agency owners to measure goal achievement and determine areas of improvement.
Accounting Manager
Nicoud Insurance Services
Springfield, IL
07.2007 - 01.2013
- Managed accounting functions, including accounts payable and receivable, compiled financial reports on cash receipts, expenditures, and profit and losses, prepared month-end reports for agency owners, processed payroll data, and reconciled multiple bank accounts.
- Maintained state licenses for operational compliance and filed required reports to ensure adherence to regulations.
- Monitored daily computer performance in office and troubleshooting general IT issues, scheduled pertinent software required updates
- Organized and secured confidential personnel files to protect sensitive information.
Commercial Insurance Account Manager
Nicoud Insurance Services
Springfield, IL
02.2005 - 07.2007
- Negotiated premiums, prepared proposals, analyzed coverage quotes, and issued invoices to facilitate transactions
- Supported agency clients and internal sales professionals in marketing and ensuring accurate coverage of commercial insurance policies
- Assisted customers through email and telephone communications to address inquiries and resolve issues
Treasurer
Village of Edinburg
Edinburg, IL
11.2003 - 02.2005
- Oversaw all payables and receivables, maintaining accurate financial records and cash flow.
- Compiled and presented monthly board meeting reports detailing income and expenses, supporting informed financial decision-making.
- Processed weekly payroll along with required state and federal filings
- Generated monthly gas, water, and sewer bills for village residents, ensuring accurate and timely billing.
Commercial Insurance Account Manager
Nicoud Insurance Services
Springfield, IL
03.2002 - 11.2003
- Negotiated premiums, prepared proposals, analyzed coverage quotes, and created invoices to facilitate client transactions
- Supported agency clients and internal sales professionals in marketing and ensuring accuracy of required coverages for commercial insurance policies
- Communicated with customers via email and telephone to address inquiries and provide timely solutions.
Commercial CSR
Forsyth Insurance Group
Springfield, IL
10.1998 - 03.2002
- Supported Forsyth Insurance Group commercial clients with policy service requests
- Collaborated with sales department to enhance customer service for commercial insurance clients
- Processed endorsements and updates in agency management systems
- Prepared certificates of insurance for business accounts
Education
Lincoln Land Community College
Springfield, ILGeneral/Business coursework
Southern Illinois University
Edwardsville, ILSkills
- Commercial lines
- Account servicing
- Quote analysis
- Coverage placement
- Renewal management
- Microsoft Office Excel
- Microsoft Office Word
- Delegation and supervision
- Training and mentoring
- Interdepartmental collaboration
- Customer relations
- Problem-solving
- Attention to detail
Certification
- IL Producer Insurance License
- Property/Casualty/Life/Health license
- Texas non resident Producer Insurance License - Property/Casualty
- LA non resident Producer Insurance License - Property Casualty
Timeline
Commercial Account Manager
Higginbotham Insurance Agency Inc.
04.2025 - Current
Commercial Lines Division Manager
Dimond Bros. Insurance, LLC
03.2021 - 01.2025
Regional Manager
Dimond Bros. Insurance, LLC
06.2019 - 03.2021
Client Service Supervisor
Arthur J. Gallagher (Formally Nicoud Insurance Service)
03.2017 - 06.2019
Office Manager
Nicoud Insurance Services
01.2013 - 03.2017
Accounting Manager
Nicoud Insurance Services
07.2007 - 01.2013
Commercial Insurance Account Manager
Nicoud Insurance Services
02.2005 - 07.2007
Treasurer
Village of Edinburg
11.2003 - 02.2005
Commercial Insurance Account Manager
Nicoud Insurance Services
03.2002 - 11.2003
Commercial CSR
Forsyth Insurance Group
10.1998 - 03.2002
Lincoln Land Community College
General/Business coursework
Southern Illinois University