Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Mary M. Gagnon-Trigo

West Warwick,RI

Summary

Friendly and professional Property and Casualty Personal Lines Customer Service Representative with a 30-year background in both Personal and Commercial Lines Customer Service, utilizing both standard and E&S products. Exceptional client relations expertise. Adept at working within agency and insurance company guidelines, and maintaining accurate call and correspondences records using both paper files and the AMS 360 system. Demonstrated success in growing sales and client retention. Highly experienced problem-solver with quality-focused approach. Successfully establishes and maintains relationships with clients and delivers consistent quality service. Relatable communicator with personable style. Hardworking and passionate job seeker with strong code of ethics. Always willing to help co-workers utilizing my vast experience to assist in any way they ask on complex billing, coverage, claim, or client related issues. Seeking full-time wfh or hybrid position that offers professional challenges utilizing my outstanding customer service skills, interpersonal skills, excellent time management and problem-solving skills.

Overview

25
25
years of professional experience

Work History

Personal Lines Customer Service Rep.

Butler And Messier Inc.
10.2021 - Current
  • Currently service 1,200 accounts, providing outstanding claims handling, endorsements, renewal reviews, billing, account rounding and adeptly and with empathy resolving all types of client issues and complaints with follow-up.
  • Collect underwriting information to provide customized insurance solutions for clients by communicating with clients in office, by e-mail or by phone on new or existing clients and process re-writes and new lines of business from quote to policy issuance with follow up for policy accuracy
  • Educate clients on insurance policies and procedures in easy to understand terms and review policies to offer quotes on any optional coverages they may need
  • Remain up to date on forms, rates and types of coverage to provide clients with best possible coverage options for them
  • Offer broadest possible coverage for new and existing clients in order to provide the best coverages for the best price
  • Maintain excellent relations with both management and co-workers to help promote a friendly and encouraging working environment
  • Always willing to assist co- workers, when asked, calling upon my vast experience in both personal and commercial insurance, and also enjoy bouncing ideas off each other regarding complex client issues to obtain the best solution

Commercial and Personal Lines Customer Service Rep

Alpine Insurance Agency
07.1998 - 10.2021
  • With professionalism and vast knowledge serviced 1,000 + personal and commercial lines accounts annually
  • Adeptly handled some very large commercial client accounts with professionalism, knowledge and with a caring and friendly demeanor
  • Responded to client needs regarding billing, coverages, and policy endorsements in a friendly and professional manner to foster and maintain long-term client relationships
  • Documented client interactions and transactions for accurate, up-to-date records.
  • Fielded and resolved client concerns and complaints regarding complex billing, coverage, and claims issues always with empathy and professionalism
  • Completed new business and renewal applications in both standard and E&S personal and commercial lines maintaining excellent relationships with clients, Brokers, and Underwriters.
  • Serviced and and renewed both personal and commercial surplus and standard lines policies in a timely manner to avoid a lapse in coverage, set follow-up reminders to clients to ensure timely renewal of policies
  • Set up client payment plans with finace companies to cover annual policies and renewals on surplus policies
  • Adhered to underwriting, rating and compliance criteria and guidelines to determine associated risks.
  • Liaised with insurance carriers and brokers to resolve billing and coverage discrepancies.
  • Delivered exceptional customer service to every client leveraging extensive knowledge of commercial and personal lines products and services and creating welcoming, positive experiences.
  • Exhibited friendly and professionalism when engaging with clients and co-workers
  • Responded to client phone, e-mail and in office requests, offering excellent support and tailored recommendations to address needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Developed long term client relationships and earned reputation for exceeding service standard goals
  • Trained new employees regarding agency operations, insurers, and services.
  • Responded to customer requests for products, services, and company information

Education

Property & Casualty, Life,Accident & Health Licenses -

IIARI

Associates Of Liberal Arts & General Studies -

Community College of Rhode Island
Warwick, RI

ACSR -

Insependent Insurace Agents of RI
Warwick, RI

Skills

  • Proficient use of AMS 360, Excel, Microsoft Office, and Outlook
  • Ability to seamlessly service all walk-in clients at a very busy satellite office along with servicing clients by phone and e-mail and able to work office solo as needed
  • Outstanding client concern and complaint handling skills, address with empathy, research, and timely resolution with client follow-up for satisfaction
  • Knowledge of billing plans and procedures
  • Excellent Cross-Selling Skills
  • Maintain courteous and friendly professional relationships with companies and brokers
  • Book of business management
  • Great active listening skills
  • Accurate applications for new and renewal customer
  • Policy changes for all lines of business with follow up for accurate and timely processing
  • Outstanding problem solver
  • Review policy renewals to find ways to upgrade coverages and/or save money
  • Claims information gathering reporting and continued follow up
  • Work with Brokers and Underwriters to provide clients with their best policy options
  • New business and renewal re-write application with accurate underwriting and processing following agency and insurer guidelines
  • New business and account rounding quoting and sales
  • Clear and concise correspondence with companies and clients
  • Provide clients with easy to understand and accurate explanation of policy coverages, features and upgrades

Accomplishments


  • Consistently maintain the best client retention ratio among my co-workers
  • Received numerous thank you notes and e-mails from clients throughout the years for solving complex coverage, billing, or claims issues.
  • Offered a position to train new employees on phone servicing at the group insurance call center while employed at Metlife

Timeline

Personal Lines Customer Service Rep.

Butler And Messier Inc.
10.2021 - Current

Commercial and Personal Lines Customer Service Rep

Alpine Insurance Agency
07.1998 - 10.2021

Property & Casualty, Life,Accident & Health Licenses -

IIARI

Associates Of Liberal Arts & General Studies -

Community College of Rhode Island

ACSR -

Insependent Insurace Agents of RI

Similar Profiles

CREATE PROFILE
Mary M. Gagnon-Trigo