LISA RADFORD
Atlanta,GA
Summary
Forward-thinking business development and client engagement executive with a successful track record in developing and growing relationships with brokers and clients. Strategic leadership and vision have been instrumental in delivering best-in-class service while fostering innovation in processes and products. Demonstrated ability to provide strategic direction and achieve results, ensuring the organization's long-term success.
Overview
28
28
years of professional experience
Work History
SVP, Senior Customer Relationship Manager
Swiss Re Corporate Solutions
07.2021 - Current
- Responsible for the management and development of a set of strategic Fortune 100 customers with complex and global needs
- Understand customer's sustainability, risk management and insurance goals, and implement a clear strategy to provide relevant solutions to enhance the customer experience while driving profitable growth
- Create strategic accounts plans for each customer in the portfolio, lead stewardship process and cross-functional teams to execute on set strategies
- Identify, build and maintain influential connections with customers to become the point person for entry to Swiss Re
- Build innovative customer propositions from origination to execution
- Promote innovative tech-enabled risk-solutions, seize cross-sell and up-sell opportunities
Client Director
AIG
03.2011 - 03.2021
- Serve as Client Executive to select portfolio of Major Accounts with $700M plus in revenue
- Oversee Major Account business in the Southeast Zone for all lines of business from a marketing perspective
- Develop and implement Major Account marketing strategies to achieve production goals by each product group in the Southeast Zone
- Lead stewardship process and set account strategies for client retention and cross-sell growth while focusing on a profitable mix of business
- Champion new and existing business initiatives, working with the Zonal President and Product, while managing and expanding relationships with both brokers and clients
- Support growth within initiatives for Multinational, Cyber, Innovation, Client Risk Solutions and other Commercial and Consumer product groups
- Contributed significantly to annual revenue goals through a proactive approach in identifying untapped opportunities.
Senior Business Development Manager
AIG
02.2008 - 03.2011
- Work with an assigned group of targeted brokers to drive new business production
- Build relationships at all levels within the brokerage and influence a positive flow of business
- Responsible for the execution of broker plans that outline key initiatives associated with revenue growth, profitability, account penetration and retention
- Work closely with product to develop and execute strategies
- Serve as the account driver on all accounts related to broker plans
- Represent all commercial and consumer product lines, act as a distribution central point of contact, ensure account retention and cross-sell to increase penetration
- Lead target initiatives for designated product groups
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
Director, Loss Sensitive Services
AIG Risk Management
04.2006 - 02.2008
- Liaise with clients, brokers and AIG units to service loss sensitive accounts
- Meet with clients and brokers to expedite loss adjustment processes
- Communicate questions, rework and dispute items for prioritization of resolution
- Resolve customer inquiries in a timely manner
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Client Service Manager
AIG Global Claims Mangement
10.2002 - 04.2006
- Function as a liaison between Underwriting and Claims operations
- Interface with the various components involved in claim servicing such as Zonal staff, Director of Major Accounts, RMIS, Accounting, Marketing, and the brokerage community
- Serve as one point contact for the client regarding claims issues
- Work with AIG partners to gain quick resolution of all issues
- Conducted training and mentored team members to promote productivity and commitment to excellent service.
Recovery Representative II
AIG Global Recovery Services
06.1997 - 10.2002
- Manage commercial subrogation for worker's compensation, property, general liability, and auto
- Serve as designated Recovery Representative for Major Accounts
- Responsible for the identification of subrogation potential and developing a cost/benefit analysis on each case
- Direct discovery, litigation handling and make recommendations for legal staff on all subrogation cases
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
Education
Bachelor of Arts - Spanish
University of Georgia
Athens, GA01.1995
Skills
- Business Development
- Sales Strategy Development
- Client Engagement
- Organizational Strategy
- Team Development
- Effective Leadership
- Strategic Negotiations
- CRM
- KPI tracking
Accomplishments
- Consistently Exceeds Sales Goals, Exceeded goals 17 out of 17 years while in either a Business Development or Client Executive capacity. Achieved 106% premium retention on a book of $154M for 2020 with $8.3M in new business. Originated $15M in new business in 2021. Ended 2022 at 120% of goal and 2023 at 160%.
- Client Relationships, Successful in converting a client from an NPS detractor in 2021 to a promoter in 2022. Expanded business with said client in 2022 and received client testimonial for Client Advisory Panel promotional video.
- Pipeline Management Best Practice, Created pipeline management process for AIG Southeast Zone that was adopted by Home Office and implemented as a Best Practice for North America.
Volunteer Experience
- Board Member, Insurance Industry Charitable Foundation, Georgia Chapter
- Co-Chair, Dive In Atlanta, Co-chaired Insurance Industry D&I festival reaching over 150 insurance professionals.
- Junior Achievement
- Habitat for Humanity
Timeline
SVP, Senior Customer Relationship Manager
Swiss Re Corporate Solutions
07.2021 - Current
Client Director
AIG
03.2011 - 03.2021
Senior Business Development Manager
AIG
02.2008 - 03.2011
Director, Loss Sensitive Services
AIG Risk Management
04.2006 - 02.2008
Client Service Manager
AIG Global Claims Mangement
10.2002 - 04.2006
Recovery Representative II
AIG Global Recovery Services
06.1997 - 10.2002
Bachelor of Arts - Spanish
University of Georgia
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