Melly Grenier
Summary
Customer-focused professional with extensive experience in commercial insurance account management. Expertise in supporting strong client relationships, streamlining policy renewals, and delivering tailored insurance solutions that meet diverse needs. Proven ability to analyze market trends and provide strategic insights to enhance client satisfaction.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Sr. Commercial Insurance Account Manager
Avery Insurance
Portsmouth
08.2024 - Current
- Managed small to middle market client accounts, fostering strong relationships to ensure retention.
- Coordinated timely policy renewals and secured necessary documentation for uninterrupted coverage.
- Conducted policy reviews to identify coverage gaps and recommend essential updates.
- Collaborated with underwriters to assess and negotiate optimal coverage terms.
- Maintained accurate records of client accounts, including policy documents and endorsements.
- Responded promptly to customer inquiries regarding coverage status and billing issues.
- Oversaw renewal processes for existing accounts, ensuring adherence to all deadlines.
Commercial Insurance Account Manager - Middle Market
HUB International New England
East Longmeadow
08.2022 - 08.2024
- Served as primary contact for middle to large commercial lines accounts, ensuring seamless communication and support.
- Marketed to carriers, prepared quotes and proposals, responded promptly to policy inquiries, maintained renewal controls, verified accuracy of policies and endorsements, and organized account files for efficient access.
- Cultivated strong relationships with clients and insurance carrier staff to enhance service delivery and client satisfaction.
Commercial Insurance Account Manager - Small Business
Berkshire Insurance Group
Longmeadow
07.2019 - 08.2022
- Retained book of business with high-profile clients while guiding customers on proper coverage, rounding accounts, and supporting insurance needs, such as informing policy changes, drafting new business, and handling claims.
- Developed new business and remarketed products and services in collaboration with marketing team and underwriters to drive growth.
- Aligned with business objectives by analyzing renewals and executing re-marketing strategies when necessary.
- Facilitate account review by drafting summaries, statement of values, proposals, and schedules in an accurate manner.
- Create certificates, policies, binders, endorsements, and registry items for handling and fulfilling customer needs and expectations.
- Issued agency billed invoices while ensuring accuracy of direct billed policies and reducing risk of errors and omissions.
Senior Onboarding/Retention Specialist
InsuraMatch (Encharter/Plymouth Rock's National Agency)
Amherst
09.2018 - 07.2019
- Answered all incoming customer calls from over 45 states for more than 15 companies, providing accurate information on personal lines insurance and improving service delivery.
- Followed up with clients via phone calls, enhancing customer experience and cultivating stronger relationships.
- Increased business revenue through cross-sell and account rounding.
- Promoted from Onboarding/Retention Specialist for demonstrating utmost dedication towards work excellence.
- Supervised workflow and productivity of five team members, achieving project milestones and improving team output.
- Managed seasonal interns to support individuals in gaining work experience.
- Addressed workflow procedures and insurance inquiries to ensure clarity.
- Discussed new opportunities and operational improvements by interacting with senior management on a weekly basis.
- Ascertained completion and uploading to all applications in ImageRight document storage system by liaising with the sales team.
Onboarding/Retention Specialist
InsuraMatch (Encharter/Plymouth Rock's National Agency)
Amherst
03.2017 - 09.2018
- Oversaw seamless execution of daily business processes and managed underwriting reports from over 15 insurance companies.
- Developed onboarding and retention procedures to improve customer experience and loyalty.
- Coordinated in designing onboarding and retention training manual to create a standardized plan for new staff.
- Utilized Salesforce to create welcome call scripts and email templates, enhancing experience and satisfaction of new business customers.
- Mitigated risk of policy cancellation by tracking customers and forwarding required documentation.
- Determined and handled daily department workflow and workload by producing daily customer activity report.
Personal Lines Risk Consultant
Encharter Insurance
Amherst
01.2016 - 03.2017
- Reviewed policies with customers to ensure appropriate coverage annually, enhancing clients' protection and understanding of their risks.
- Administered customer accounts by managing coverage changes, policy updates, and billing via AMS360 to maintain accuracy and customer satisfaction.
- Qualified and secured new business opportunities through strategic planning and implementation.
- Obtained property and casualty insurance license in 2016 to provide informed services to customers and safeguard against financial loss.
Front Desk Coordinator
Encharter Insurance
Amherst
10.2015 - 01.2016
- Delivered excellent service to account managers and walk-in customers, consistently meeting and surpassing expectations.
- Enhanced customer loyalty by efficiently answering and routing incoming calls to the appropriate departments for timely issue resolution.
- Processed payments for walk-in customers at the point of sale.
- Managed daily correspondence to improve and streamline business communications.
- Received promotion to Personal Lines Risk Consultant in recognition of exceptional work performance.
Office Manager
RE/MAX Swift River Valley
Belchertown
06.2014 - 10.2015
- Coordinated recruitment and onboarding processes to ensure smooth transitions for new staff in collaboration with management.
- Executed document management tasks, including scanning, filing, and editing agreements, while ensuring compliance to eliminate audit risks and streamline receipt analysis and payroll reporting.
- Maintained and submitted accurate records of office transactions using billing software.
- Issued and circulated commission statements / checks to all parties as well as ordered and controlled supply inventory.
- Created a detailed employee handbook to provide a comprehensive overview of policies and job duties.
- Elevated brand recognition by designing flyers, advertising on social media, submitting ads to the local paper, and organizing/informing the office of upcoming events.
Customer Experience Coordinator
TJMaxx
Hadley
11.2007 - 02.2014
- Developed and executed staff training strategies, improving team proficiency in collaboration with store and operations manager.
- Coordinated employee check-out procedures, customer greeting techniques, and end-of-day transaction processing, enhancing overall service quality.
- Acknowledged and won associate of the quarter multiple times, based on selling highest credit card and acquiring diversified company consigned credit card applications.
Education
Business Studies - Concentration in Risk Management
University Without Walls, UMass
Amherst, MA01-2015
Nutrition - Amherst, MA
University of Massachusetts
Amherst, MA01-2011
Skills
- Insurance Account Management
- Insurance Products and Services
- Client Needs Assessment
- Client retention
- Proposal development
- Strategic Planning
- Attention to detail
- Documentation accuracy
- Effective communication
- Key Relationship Building
- Team collaboration
- Problem solving
- Customer Service and Support
Certification
- Property & Casualty - 2015
Timeline
Sr. Commercial Insurance Account Manager
Avery Insurance
08.2024 - Current
Commercial Insurance Account Manager - Middle Market
HUB International New England
08.2022 - 08.2024
Commercial Insurance Account Manager - Small Business
Berkshire Insurance Group
07.2019 - 08.2022
Senior Onboarding/Retention Specialist
InsuraMatch (Encharter/Plymouth Rock's National Agency)
09.2018 - 07.2019
Onboarding/Retention Specialist
InsuraMatch (Encharter/Plymouth Rock's National Agency)
03.2017 - 09.2018
Personal Lines Risk Consultant
Encharter Insurance
01.2016 - 03.2017
Front Desk Coordinator
Encharter Insurance
10.2015 - 01.2016
Office Manager
RE/MAX Swift River Valley
06.2014 - 10.2015
Customer Experience Coordinator
TJMaxx
11.2007 - 02.2014
Business Studies - Concentration in Risk Management
University Without Walls, UMass
Nutrition - Amherst, MA
University of Massachusetts