Mary Lynn Denning

Vetting software and updating CRM's and tech for efficiency

Using Kolbe assessments to get right people in the right seats

Using the Pareto Principle to grow and round Personal and Commercial books

Process Mapping procedures for efficiency

Growth initiatives and campaigns

Working closely with all appointed carriers for maximum relationships and opportunity

• Streamlined communication processes, fostering stronger relationships between clients and account management teams.
• Created custom reports for tracking key performance indicators related to customer retention, ensuring continuous improvement efforts were informed by relevant data.
• Enhanced overall customer experience by closely monitoring satisfaction metrics and initiating proactive measures to address concerns.

• Created Retention department and procedures averaging a retention rate of over 90%
• Cultivated and maintained strong relationships with six appointed carriers and their underwriting teams,
• Analyzed existing processes to identify opportunities for optimization, recommending changes that led to significant cost savings and improved performance.
• Collected monthly data from carriers and conducted gap analysis in lost policies and non-renewals, developing a process for retaining business through re-shopping and de-escalation
• Identified root causes of recurring issues through rigorous problem-solving techniques, developing long-term solutions to prevent recurrence.
• Reduced cycle time with streamlined workflows, enhancing company's ability to meet customer demand.

• Cultivated relationships with 14 carriers and their underwriting team
• Collaborate cross-functionally with multiple teams including sales, quality control, and service, contributing to optimal retention outcomes across the board.
• Creating the Retention Team and creating processes the routinely exceeded retention goals
• Enhanced underwriting efficiency by streamlining processes and implementing automated tools.
• Achieved high customer satisfaction rates by promptly responding to inquiries regarding coverage eligibility, policy terms, pricing options, and other related topics.

• Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
• Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
• Efficiently managed office duties and gathered necessary customer documents to reduce processing time and improve the customer experience
• Collaborated closely with Underwriting team to ensure prompt and precise quotes and coverage, resulting in enhanced efficiency and productivity.