Melanie Keeling
Mauk,GA
Summary
Accomplished insurance professional with expertise in policy underwriting, risk assessment, and compliance. Proven track record in mentoring junior staff and enhancing member satisfaction through effective communication and leadership. Demonstrated ability to streamline processes, manage customer relationships, and resolve complex issues, resulting in improved service quality and efficiency.
Overview
20
20
years of professional experience
Work History
Personal lines Account Manager I
USAA
San Antonio, Texas
12.2023 - Current
- Licensed insurance professional who completes work items within the Enterprise Worklist (EWL) while exceeding effectiveness and productivity metrics.
- Analyze, evaluate, and underwrite non-standard umbrella policies through a variety of carriers.
- Analyze and process umbrella endorsements and binds.
- Process renewals and non-renewals.
- Provides feedback and coaching to account managers and third-party partners to maintain quality standards and improve processes.
- Provides strong written and verbal communication skills to our members, agency brokerage, and underwriters.
- Trained team members on best practices for policy accuracy for the USAA Agency Umbrella.
- Implemented a process for internal customers to shadow Fulfillment to enhance knowledge of products and procedures.
- Resolved complex member issues through effective communication.
- Collaborated with teams to streamline member services processes.
- Analyzed customer feedback to identify opportunities for process improvement.
- Coached junior staff on best practices for handling complex customer inquiries.
- Suggested methods for improving existing processes that increase overall efficiency.
- Assisted in resolving escalated member issues with accuracy and efficiency.
- Identified areas of improvement within the department's processes and procedures.
- Maintained up-to-date knowledge of company products, services, and policies.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Facilitated communication between clients and underwriting teams.
- Trained new team members on policies and procedures.
- Implemented process improvements to streamline account management tasks.
- Ensured compliance with state laws regarding personal lines accounts.
- Assisted in the development of new business opportunities by preparing proposals, presentations, and quotes.
- Processed changes to existing policies, such as cancellations, endorsements, reinstatements and renewals.
- Provided training and support for team members on how to use the CRM system effectively.
Personal Lines Account Manager
USAA
San Antonio, Texas
01.2008 - 12.2023
- Licensed insurance professional who underwrites and issues non standard auto, CPL, XPL, and umbrella policies by using critical thinking skills and resources
- Facilitated communication between clients and underwriting teams.
- Trained new team members on policies and procedures.
- Provides coaching to team members
- Analyzed client information to recommend appropriate coverage levels.
- Implemented process improvements to streamline account management tasks.
Member Solutions Specialist
USAA
San Antonio, Texas
05.2005 - 01.2008
- Licensed insurqnce professinal that issued insurance policies with in USAA for a variety of
- Assisted members with inquiries and resolved account issues.
- Educated members on services and product offerings effectively.
- Processed member transactions accurately and efficiently daily.
- Escalated unresolved issues to appropriate departments for further investigation.
- Provided customer service support to members regarding their accounts and queries.
- Processed payments accurately while maintaining data security protocols.
- Resolved member complaints in a timely manner and provided follow-up communication when necessary.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
Education
Associate of Arts - Business Management
Saint Leo University
Saint Leo, FL01-2021
Bachelor of Arts - Business Administration And Management
Saint Leo University
Saint Leo, FLSkills
- Policy underwriting
- Risk assessment
- Process Improvements
- Regulatory compliance
- Customer relationship management
- Account management
- Time Management
- Effective communication
- Mentorship and coaching
- Analytical thinking
- Collaboration skills
- Product knowledge
- CRM software
Accomplishments
- USAA Insurance Agency Superior Performer
- Quality and Technical compliance lead
- Pride team lead
- Beyond You Program for leadership
Timeline
Personal lines Account Manager I
USAA
12.2023 - Current
Personal Lines Account Manager
USAA
01.2008 - 12.2023
Member Solutions Specialist
USAA
05.2005 - 01.2008
Associate of Arts - Business Management
Saint Leo University
Bachelor of Arts - Business Administration And Management
Saint Leo University