Lisa Mack Thornburg
Strongsville
Summary
Dynamic Commercial Property & Casualty Insurance Account Manager & Business Owner with extensive experience. Began my insurance career in 1983 as an entry level file clerk and excelled at the opportunity to grow in the insurance field. My ability to understand both the retail side and wholesale side of the insurance industry gives me a wide expertise to direct business in the proper direction.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
Account Manager
Commercial Risk Insurance / Thornburg Insurance Services
07.2007 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintain high client retention rate by providing exceptional customer service and anticipating client needs.
- Conduct regular account reviews to identify areas for improvement and ensure continued success.
- Manage a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Strong ability to multi task and handle several accounts at one time
- Strong verbal and written skills with clients, underwriters and fellow employees.
- Utilize my knowledge of the insurance markets to determine account acceptability.
Excess & Surplus Lines Broker
Mack Specialty Brokerage
09.1999 - Current
- Utilized my prior experience & insurance company contacts to establish my own Excess & Surplus Lines Brokerage in 1999.
- Acts as the main Excess & Surplus Lines brokerage for the 4 sister insurance agencies that I share office space with.
- Work with many other retail insurance agencies and specialty insurance carriers to place coverage for high risk clients that don't fit with standard insurance markets.
- Developed a reputation for integrity and ethical conduct within the brokerage community, leading to increased trust from retail agents and insurance underwriters.
- Able to separate my retail insurance and wholesale activities to determine best insurance program for clients.
- Strong ability to multi task both retail and wholesale business.
Account Manager
International Excess Agency
11.1997 - 08.1999
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Developed strong relationships with retail insurance agencies and insurance companies
- Strong ability to multi task handling several accounts at once
- Required little to no supervision in my daily operations
Customer Service Representative
Bush-Macknin Insurance Agency
1995 - 1997
- Managed several accounts effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Helped insurance producers gather all required information in order to obtain best insurance program for clients.
Customer Service Executive
Burns & Wilcox Brokerage
1993 - 1995
- Provided company information and policies to customers upon inquiry.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Ability to multi task handling several accounts at once
- Boosted customer retention rates by providing exceptional service and building rapport with clients.
- Grew retail agency client base via marketing visits and telephone meetings.
- Assisted in developing insurance programs for niche classes of business
Account Manager/Vice President
Alexander Howden North America
1983 - 1993
- Started in Entry Level Position as File Clerk
- Became licensed Property & Casualty Agent
- Grew retail agency base by in person marketing visits and phone call meetings
- Established strong relationships with many top rated insurance companies
- Experience several promotions resulting in my final position of Assistant Vice President
Education
High School Diploma -
Lakewood High School
Lakewood, OH06-1981
Skills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- New account creation
- Prioritizing workflows
- Coordinating documents
- Overcoming objections
- Account servicing skills
- Multi Tasking Accounts
Certification
- Licensed Property & Casualty Agent since 1988
- Licensed Excess & Surplus Lines Broker since 1990
Timeline
Account Manager
Commercial Risk Insurance / Thornburg Insurance Services
07.2007 - Current
Excess & Surplus Lines Broker
Mack Specialty Brokerage
09.1999 - Current
Account Manager
International Excess Agency
11.1997 - 08.1999
Customer Service Representative
Bush-Macknin Insurance Agency
1995 - 1997
Customer Service Executive
Burns & Wilcox Brokerage
1993 - 1995
Account Manager/Vice President
Alexander Howden North America
1983 - 1993
High School Diploma -
Lakewood High School
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