Karin Franzoso, ACSR, AINS
Cana,GA
Summary
Enthusiastic leader with a strong background encompassing customer satisfaction, problem resolution, and creating procedures. Possesses over 30 years of proven ability to assess technical capabilities, create and implement process improvements, and streamline operations for business efficiency. Strong business ethic, passion for staff development, and leadership skills.
Overview
37
37
years of professional experience
1
1
Certification
Work History
Private Client Advisor
Brown & Brown Insurance of Georgia
08.2019 - Current
- Responsible for marketing & remarketing of client accounts.
- Conduct annual reviews for clients.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Provided daily & monthly reports for department.
- Assisting in preparation of monthly department meetings.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Involved in recruitment of new department team mates.
- Mentored departmental team, boosting efficiency, success and morale among employees.
Client Service Manager
Southern States Insurance
04.2019 - 07.2019
- Responsible for hiring of service staff.
- Responsible for development of new procedures.
- Conduct employee evaluations.
- Assist in preparation of weekly meetings.
- Trained and regularly mentored associates on performance- oriented strategies and customer service techniques for six offices.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Solve any additional issues concerning service staff.
- Collaborated with fellow management to improve customer service processes and support structures company-wide.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
Account Manager
Pritchard & Jerden
06.2014 - 04.2019
- Responsible for remarketing of client accounts.
- Conduct annual reviews for clients.
- Prepared orders and issued binders, certificates, proofs of insurance and endorsements for delivery to clients.
- Completed customer applications and updated records to reflect current information.
- Prepared customer presentations.
- Built and strengthened long-lasting client relationships based on accurate price quotes.
- Recorded accurate and efficient records in customer database.
- Run daily reports for computer management system.
- Participated in construction of commercial procedure manual.
- Trained office staff on use of office equipment.
- Assist Commercial Lines Manager train Account Analysts.
Office/Service Manager
Nash Insurance & Associates
03.2011 - 06.2014
- Hired, managed, developed and trained staff, established and monitored goals.
- Identified and led improvement in areas of inefficiencies and offered recommendations to increase productivity with equipment, computers software and establish procedures.
- Oversaw maintenance of employee records.
- Managed daily office operations, staff and maintenance of equipment.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Coordinated office events, seminars and meetings for staff.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Responded to customer requests for products, services, and company information.
- Prepared orders and issued binders, proofs of insurance and endorsements for delivery to clients,
Senior Customer Service Representative
Oswald Trippe & Company/BB&T
02.1997 - 02.2011
- Maximized call center operation efficiency by coaching staff on various customer service initiatives.
- Trained and directed employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings across eleven offices.
- Led preparation of monthly reports for senior leadership based on phone productivity data, including traffic and response rates.
- Developed department work flow and procedure manual.
- Drive weekly multi-office department meeting by including handouts, power point presentation, on- line training, guest speakers and team building exercises.
- Oversaw the maintenance of a client database of over 10,000 accounts.
- Mentored staff in resolving issue between customers and carriers.
- Conducted department evaluations.
- Trained and directed new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
Office Manager
Tim Shaw Insurance
01.1994 - 02.1997
Customer Service Representative
Cablevision Industries
06.1991 - 01.1994
Customer Service Representative
Telsat Cablevision
04.1989 - 06.1991
Customer Service Representative
Coralwood Insurance
10.1986 - 03.1989
Education
Associate of Science - Business Management/Administration
Edison State College
Fort Myers05.2013
Skills
- Analytical
- Conflict resolution
- Multi-site operations
- Strategic planning
Accomplishments
- Directed continual Gary Goodman Call Path Training for company staff.
- Recipient of community service awards.
- Girl Scout leader.
- ACSR & AINS Designations.
Certification
Insurance Agent License.
Accredited Customer Service Representative.
Associate in Insurance.
Timeline
Private Client Advisor
Brown & Brown Insurance of Georgia
08.2019 - Current
Client Service Manager
Southern States Insurance
04.2019 - 07.2019
Account Manager
Pritchard & Jerden
06.2014 - 04.2019
Office/Service Manager
Nash Insurance & Associates
03.2011 - 06.2014
Senior Customer Service Representative
Oswald Trippe & Company/BB&T
02.1997 - 02.2011
Office Manager
Tim Shaw Insurance
01.1994 - 02.1997
Customer Service Representative
Cablevision Industries
06.1991 - 01.1994
Customer Service Representative
Telsat Cablevision
04.1989 - 06.1991
Customer Service Representative
Coralwood Insurance
10.1986 - 03.1989
Associate of Science - Business Management/Administration
Edison State College
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