Marco Jacquez
El Paso,TX
Summary
Detail-oriented insurance professional experienced in auto and property claims investigations, liability analysis, and risk evaluation. Skilled in ClaimView, ClaimsPro, and various carrier systems for accurate claim documentation and decision support. Expertise in coordinating inspections and managing salvage with vendors and repair facilities. Strong background in policy coverage and customer service, focusing on effective communication and thorough investigation.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Commercial Account Manager, Inside Sales
J Laster Insurance
El Paso, Texas
02.2024 - Current
- Oversaw client accounts by maintaining regular communication and addressing their needs., enhancing satisfaction and retention through proactive engagement.
- Developed tailored sales proposals aligning with client needs and preferences, driving better alignment with service offerings.
- Resolved client inquiries by providing timely and accurate information.
- Collaborated with IAA, Copart, and repair facilities to coordinate vehicle inspections, schedule drop-offs, and manage salvage operations.
- Conducted recorded statements, scene investigations, and gathered critical evidence to ensure accurate liability determination.
- Reviewed first responder reports, photos, videos, and supporting documentation to complete comprehensive claim assessments.
- Worked closely with local law enforcement, fire departments, and emergency responders to verify facts and build the liability case for insured parties.
- Finalized liability decisions by completing thorough investigations and risk assessments, ensuring compliance with policy terms and jurisdictional regulations.
- Maintained strong relationships with shops, vendors, and IA firms to expedite claims handling and improve overall customer service experience.
- Managed client accounts and maintained strong relationships with customers.
- Assisted clients in understanding insurance products and services offered.
- Coordinated policy renewals and ensured timely updates for clients.
- Developed personalized insurance solutions based on client needs.
- Resolved client inquiries and issues through effective communication skills.
- Provided technical support to customers regarding products and services.
- Monitored industry trends to provide relevant insights to clients.
Commercial Insurance Account Manager
Street Smart Insurance
Remote
01.2023 - 01.2024
- Managed commercial insurance accounts, strengthening client relationships to enhance retention and satisfaction.
- Provided competitive quotes for trucking clients through carriers like Progressive Commercial and GEICO Commercial Trucking Insurance, ensuring comprehensive and cost-effective coverage.
- Delivered tailored insurance solutions for fleet and owner-operator clients using products from carriers such as Progressive Commercial Auto and Bristol West Auto.
- Processed policy rewrites efficiently to meet clients’ changing needs using offerings from carriers such as National General and Foremost Insurance Group.
- Assisted clients in managing renewals, rewrites, and coverage adjustments, ensuring optimal protection and compliance with changing needs.
- Conducted regular reviews of policies, ensuring adequate coverage for liability, cargo, and physical damage through carriers like GEICO Commercial and Travelers Commercial Auto.
- Negotiated competitive premiums and policy terms for trucking clients by leveraging relationships with leading carriers like Lamar General Agency and Nationwide E&S/Specialty.
- Managed the addition of additional insureds on policies for trucking clients, collaborating with carriers like Berkshire Hathaway GUARD and Great West Casualty.
- Provided expert guidance on FMCSA compliance and ensured clients’ coverage included necessary endorsements and additional insureds.
- Delivered exceptional customer service by processing COI requests, adding additional insureds, and resolving claims issues, enhancing client trust and operational continuity.
- Oversaw multiple client accounts to ensure proper management and coverage. and ensured comprehensive coverage options.
- Developed strong relationships with clients to understand their insurance needs.
- Collaborated with underwriting teams to assess risk and policy terms.
- Resolved client inquiries and concerns in a timely manner.
- Coordinated renewal processes and reviewed policies for accuracy.
- Reviewed policy documents and ensured compliance with industry regulations.
- Coordinated with underwriters to assess risks and determine coverage options.
- Issued Certificates of Insurance (COIs) accurately and promptly for trucking businesses to maintain compliance and operational continuity.
General Manager
Red Sky Transportation
El Paso, TX
08.2018 - 01.2023
- Managed all aspects of daily business operations including budgeting, staffing, scheduling, inventory control, customer service and sales.
- Supervised daily operations across multiple transportation routes and services.
- Efficiently managed dispatch operations, coordinating driver schedules and assigning loads to maximize fleet productivity.
- Coordinated with logistics teams to optimize fleet management and scheduling processes.
- Implemented strategic plans to improve service delivery and operational efficiency.
- Negotiated favorable rates with brokers and shippers to optimize profitability while meeting customer requirements.
- Maintained compliance with DOT regulations by ensuring all shipment documentation, including BOLs and load confirmations, was processed accurately.
- Monitored KPIs such as on-time delivery rates and driver performance to drive operational efficiency and support customer success.
- Delivered customer service by maintaining communication and resolving shipment issues to enhance client satisfaction.
- Fostered relationships with clients and stakeholders to ensure satisfaction and loyalty.
- Built strong relationships with clients, carriers, and brokers to facilitate seamless transportation and customer success services.
- Trained and supported team members on best practices for dispatching, customer service, and accurate data entry.
- Performed accurate data entry for load details, delivery schedules, and client accounts, ensuring precise records in transportation management systems (TMS).
- Utilized industry tools such as DAT Load Board and McLeod Software to secure loads and manage operational data effectively.
- Coordinated cross-border shipments, managing customs clearance and compliance for international freight transportation while maintaining accurate data entry.
- Led staff training programs to improve customer service and safety standards.
- Resolved customer complaints quickly while maintaining high quality standards of service delivery.
- Analyzed market trends to identify growth opportunities in transportation services.
- Managed budget allocation for operational costs and resources effectively.
Payroll Support Specialist (Small Business)
ADP Payroll
El Paso, TX
03.2015 - 09.2018
- Assisted clients with payroll processing, tax filings, and compliance inquiries, enhancing overall customer success.
- Accurately performed data entry to process employee payroll, ensuring error-free calculations and timely disbursements.
- Resolved client issues promptly by providing technical support for ADP payroll systems, enhancing customer satisfaction and retention.
- Maintained up-to-date records for payroll taxes, employee benefits, and garnishments through meticulous data entry and auditing.
- Collaborated with cross-functional teams to implement solutions that directly improved customer success metrics.
- Provided personalized training to clients on ADP systems, ensuring seamless payroll processing and enhanced client success.
- Processed payroll adjustments, corrections, and new hire setups with a focus on accuracy and compliance through precise data management.
- Monitored and analyzed payroll reports to ensure alignment with federal, state, and local labor laws, supporting customer compliance success.
- Delivered tailored solutions to client payroll challenges, fostering strong relationships and enhancing customer satisfaction.
- Assisted in payroll system migrations by performing bulk data entry tasks and validating imported data for accuracy and completeness.
- Executed payroll transactions with precision for multiple client accounts. for diverse client accounts.
- Resolved payroll discrepancies through effective communication with clients and employees.
- Provided support for payroll software, ensuring optimal functionality and user satisfaction.
- Facilitated client onboarding of new employees into the payroll system.
- Maintained compliance with federal and state payroll regulations and policies.
Manager of Business Development and Sales
Treehouse Lounge & Grill El Paso, Texas
El Paso, TX
01.2010 - 03.2015
- Created a welcoming local bar atmosphere by designing a space that prioritized customer satisfaction, engagement, and community connections, attracting both regular patrons and new visitors.
- Fostered strong relationships with clients and patrons, ensuring customer success through tailored service, personalized marketing strategies, and responsive communication.
- Spearheaded business development efforts, negotiating partnerships with local vendors and breweries, driving a 20% increase in revenue.
- Designed and implemented sales strategies targeting corporate clients and private events, increasing monthly venue reservations and revenue.
- Developed a customer-centric experience by leveraging feedback-driven improvements to the bar’s layout, drink menu, and event offerings.
- Trained and managed staff to deliver exceptional customer service, enhancing the bar’s reputation and ensuring high standards for every guest interaction.
- Promoted bar’s unique atmosphere through targeted advertising campaigns and local outreach, driving 25% increase in foot traffic.
- Utilized data-driven analysis to track customer trends and optimize marketing efforts, enhancing operational strategies for customer success and sales growth.
- Organized community-focused events, including trivia nights and live music, to strengthen local ties and drive repeat visits, enhancing customer loyalty.
- Effectively balanced roles as Customer Success Manager and Manager of Business Development and Sales, overseeing marketing initiatives, major project management, and strategic growth objectives.
Education
Some College (No Degree) -
Texas All Lines Adjuster License
El Paso, TXSome College (No Degree) -
Texas P&C Insurance License
El Paso, TXSome College (No Degree) - Private Investigation License (Texas)
U.S. Department of Transportation (DOT)
El Paso, TXSkills
- Claims investigation
- Risk assessment
- Customer relationship management
- Effective communication
- Research
- Operations management
- Analytical tool implementation
- Vehicle inspection
- Policy negotiation
- Account management
- Data accuracy
- Time management
- Client support
- Workers' compensation claims
- Insurance fraud expertise
- Settlement negotiation
- Critical thinking
- Claims investigations
- Risk management
- Automobile claims specialist
Certification
PRIVATE INVESTIGATOR
Timeline
Commercial Account Manager, Inside Sales
J Laster Insurance
02.2024 - Current
Commercial Insurance Account Manager
Street Smart Insurance
01.2023 - 01.2024
General Manager
Red Sky Transportation
08.2018 - 01.2023
Payroll Support Specialist (Small Business)
ADP Payroll
03.2015 - 09.2018
Manager of Business Development and Sales
Treehouse Lounge & Grill El Paso, Texas
01.2010 - 03.2015
Some College (No Degree) -
Texas All Lines Adjuster License
Some College (No Degree) -
Texas P&C Insurance License
Some College (No Degree) - Private Investigation License (Texas)
U.S. Department of Transportation (DOT)