Krystal Barber
Charlotte,NC
Summary
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
12
12
years of professional experience
Work History
Client Service Manager/AVP
McGriff, a Marsh & McLennan Agency LLC Company
08.2021 - Current
- Supervise (5+) direct reports; analyze individual performances; develop and act as point of contact within the organization in CLT
- Manage & qualify new business; comparing P&C insurance products, cross-selling products and lines of coverage (Standard lines, Professional; D&O; Executive Liability; and surplus lines coverages).
- Collaborated with cross-functional teams on projects related to client service initiatives.
- Conducted regular meetings with clients to review progress on projects and address any concerns or questions they may have had.
- Facilitated training sessions for new staff members on the company's policies and procedures related to client service management.
- Generated monthly performance reviews that highlighted successes, challenges, and areas of improvement within the department.
- Drove customer escalations to resolution by engaging directly with clients.
Sr. Account Manager
McGriff, a Division of Truist
01.2021 - 08.2021
- Support team and producers; develop strong rapport with internal & external clients
- Gather and maintain new business & renewal info; review terms and pricing for adequacy, create proposals; and address billing, audit and typical issues.
- Managed key account relationships, ensuring customer loyalty and retention.
- Negotiated contracts with clients to ensure optimal pricing and terms of agreement.
- Cross-sold additional products and services to increase profitability within accounts.
Commercial Lines Manager
Griffin Insurance Agency
06.2019 - 01.2020
- Managed commercial lines department serving as technical consultant, counsel, advocate and subject matter expert; finding solutions, resolving inquiries and prequalifying accounts
- Grew the commercial lines book by 23% in DWP using various initiatives.
Client Services Manager II
A.J. Gallagher
08.2018 - 05.2019
- Took a leadership role in the renewal process ensuring timely and best possible delivery of quality terms and conditions to client and mentored team members
- Contributed to client satisfaction, enhancing AJG's value to its clients and prospects, achieving operating/margin targets and fostering a culture of performance and continuous improvement, and other key business outcomes cross-selling opportunities to insure complete and accurate insurance portfolio.
Commercial Underwriter
Westfield Insurance Company
05.2013 - 05.2018
- Qualified new business; determined and negotiated account terms; and adequately priced accounts using company references, authority guidelines, and pricing tools to ultimately write profitable accounts
- Explored account hazards; analyzed loss histories; and prepared large loss projections for accounts ranging from $25k to $500k+ in premium.
Education
Bachelor of Science - Business Management
University of Phoenix
Charlotte, NC05.2015
Certified Insurance Counselor
Risk & Insurance Education Alliance
Charlotte, NC01-2025
Skills
- Report Generation
- Client Services
- Resource Referrals
- Sales Proficiency
- Training and Mentoring
- New Hire Training
- Account Management
- Workflow Management
- Talent Development
- Project Management
- Escalation Management
- Performance Evaluations
- Staff Management
- Superior Computer Skills
- Relationship Building
- Sales Expertise
- MS Office Products
- Marketing
- Insurance Product Knowledge (20 years)
- Client relationships
- Client relationship building
- Team development
- Staff training
- Recruiting and hiring
- Client rapport
- Customer retention
- Client education
- Account management
Designations Awards
- Licensure, North Carolina P&C Insurance Broker License (Since 2005); Mecklenburg County Notary Public (Since 2003);
- Insurance Professional of the Year, International Association of Insurance Professionals Charlotte, NC (2015-2016);
- Member, National Society of Leadership & Success, Charlotte, NC (Current Member since April, 2020)
Timeline
Client Service Manager/AVP
McGriff, a Marsh & McLennan Agency LLC Company
08.2021 - Current
Sr. Account Manager
McGriff, a Division of Truist
01.2021 - 08.2021
Commercial Lines Manager
Griffin Insurance Agency
06.2019 - 01.2020
Client Services Manager II
A.J. Gallagher
08.2018 - 05.2019
Commercial Underwriter
Westfield Insurance Company
05.2013 - 05.2018
Bachelor of Science - Business Management
University of Phoenix
Certified Insurance Counselor
Risk & Insurance Education Alliance
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