Nancy Riley
Mesa,AZ
Summary
Account management professional with extensive experience in providing outstanding customer service, including guiding new clientele through product details, resolving service issues and cross-selling additional products and services. Excelled in recent work managing and maintaining relationships of high net-worth clientele. Supervisory experience that includes executing customer service training and development. Working knowledge of Applied and EPIC operating systems, FIC insurance rating software, and Microsoft Word. Licensed in the State of California as an Insurance Agent. OUTSTANDING PROFESSIONAL ACCOMPLISHMENTS Recognized throughout career for exemplary customer service, including acknowledgement as a Total Quality Service Professional. As a member of the Onstad's Insurance team, developed processes to shift clerical tasks to receptionist, increasing productivity by 10 percent. While at Jenkins-Athens, selected to provide mentoring to colleagues, meeting biweekly to discuss methods to increase performance.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Personal Lines Account Manager
Onstad's Insurance
San Ramon, CA
11.2012 - 06.2022
- Provided account services to clientele ranging from middle market to those of high net worth
- Managed customer accounts for company’s personal offerings, including auto, home, excess liability and yacht coverage
- Collaborated with company’s producers to expedite daily tasks, including the issuance of insurance proposals and evidence of insurance, as well as the uploading of policy information using Web-based software platforms provided by partner insurance groups
- Coordinated company transition from paper records into digital media.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Managed accounts to retain existing relationships and grow share of business.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Organized promotional events and interacted with community to increase sales volume.
- Coordinated staff sales meetings to discuss developmental strategy, best practices and process improvements.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Increased profits through providing excellent customer service, following established guidelines and auditing sales reports.
- Maintained up-to-date knowledge of competitor products and pricing in market served.
- Identified prospects' needs and developed appropriate responses along with suitable information on products and services.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
- Engaged in product training, demonstrations, consumer awareness, branding and acquisition initiatives to raise awareness and revenues.
- Offered broadest possible coverage for new and existing business clients in order to maximize sales.
- Monitored electronic activities closely.
- Stayed in contact with carriers, underwriters and marketing personnel.
- Remained up to date on forms, rates, and types of coverage.
- Maintained records and stayed current with policy renewals.
- Evaluated prospect's current insurance program and offered alternatives.
- Processed direct bills, state filings and notary bonds.
- Provided advice and counsel on personal lines matters.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Met with customers to provide information about available products and policies.
- Finalized sales and collected necessary deposits.
- Conducted annual reviews of existing policies to update information.
- Calculated premiums and established payment methods for sales.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Remained impartial in order to advise clients based on circumstances.
Executive Account Manager
EPIC
San Francisco, CA
01.2011 - 01.2012
- Provided account services to clientele ranging from middle market to those of high net worth
- Independently managed moderately complex accounts while working at a strategic level to develop and retain consultative partnership relationships with customers and prospects
- Started the renewal process, approximately two-three months out from renewal date, explores and understands issues facing client organizations and the client's claim history, both of which may impact on the types and amount of coverage sought
- Analyzes risks facing the client
- Collaborated with senior team members, solicits renewal business to various markets and maintain a productive relationship with company underwriters and staff
- Market and execute renewals in a timely manner
- Generates accurate renewal rates, terms, conditions, and surplus lines filings
- Communicated additional product offerings to customers to improve their experience during the account management process.
Executive Account Manager
North Star Risk Management
Walnut Creek, CA
01.2008 - 01.2011
- Provided account services to high net worth clientele
- Started the renewal process, approximately two-three months out from the renewal date, explore and understand issues facing client organizations and the client's claim history, both of which may impact on the types and amount of coverage sought.,
- Analyzed risk facing the client
- Collaborated with senior team members and producers, solicited renewal business to various markets and maintained a productive relationship with company underwriters and staff
- Marketed and executed renewals in a timely manner
- Generated accurate renewal rates, terms, conditions, and surplus lines filings
- Managed assigned accounts with responsibility for account retention, while seeking out and taking advantage of new account opportunities that fit North Star’s strategy
- Built and managed client relationships to understand client goals and expectations
- Managed service on customer accounts for company’s personal insurance clientele
- Engaged new employees to enhance their product knowledge and increase overall performance.
Senior Personal Lines Account Manager
Jenkins-Athens Insurance Services
Concord, CA
05.2006 - 01.2008
- Specialized in the management of high net worth clientele
- Managed assigned accounts with responsibility for account retention, while seeking out and taking advantage of new account opportunities
- Built and managed client relationships to understand client goals and expectations
- Mentored new employees on company’s product lines and operations to enhance their performance and productivity.
- Oversaw all activities and transactions within personal lines department.
- Stayed in contact with carriers, underwriters and marketing personnel.
- Monitored electronic activities closely.
- Maintained records and stayed current with policy renewals.
- Processed direct bills, state filings and notary bonds.
- Evaluated prospect's current insurance program and offered alternatives.
- Provided advice and counsel on personal lines matters.
- Remained up to date on forms, rates, and types of coverage.
- Offered broadest possible coverage for new and existing business clients in order to maximize sales.
- Met with customers to provide information about available products and policies.
Sr. Personal Lines Account Manager
Kosich & Callahan
Lafayette, CA
03.2001 - 05.2006
- Provided account services to clientele ranging from middle market to those of high net
- Identified procedures and processes that would streamline and improve customer experience
- Managed customer inquiries and issues in a timely and efficient manner.
Personal Lines Account Manager
Crist Elliott Machette & Rowe
Oakland, CA
01.1991 - 03.2001
- Provided servicing for personal accounts for insurance lines that included mono-line fire policies to fully developed package policies
- Worked closely with producers and insurance companies to cross-sell to existing clients and expand the book of business
- Managed customer inquiries and issues in a timely and efficient manner.
Education
Yes - General Office Services
HEALDS BUSINESS COLLEGE
Walnut Creek, CA07.1974
Skills
- Operating Systems
- Epic
- Account Management
- Risk Management
- Mentoring
- Help Desk
- Computer Networking
- Agile
- Time management
- Microsoft Word
- Windows
- Microsoft Office
- Customer Service
- Sales
- Certifications and Licenses
- Insurance License
- January 2021 to January 2025
- Conflict Resolution Techniques
- Form Completion and Submission
- Records Maintenance
- Carrier Policies
- Underwriter Collaboration
- Policy Feature Explanations
- Customer Service Process Improvement
- Insurance Policy Sales
- Renewing Accounts
- Casualty Insurance Industry Knowledge
- Claims Information Gathering
- Policy Renewals
- Insurance Customization
- Excellent Personal Service
- Client Prospecting
- Binder Coverage
- Billing Inquiries
- Customer Billing
- Consultative Sales Approach
- Data Collections
- Internal Communications
- Interpersonal Communication Skills
- Customer Relationship Management
- Professional Relationships
Certification
- Licensed - Arizona Insurance Agents License
Timeline
Personal Lines Account Manager
Onstad's Insurance
11.2012 - 06.2022
Executive Account Manager
EPIC
01.2011 - 01.2012
Executive Account Manager
North Star Risk Management
01.2008 - 01.2011
Senior Personal Lines Account Manager
Jenkins-Athens Insurance Services
05.2006 - 01.2008
Sr. Personal Lines Account Manager
Kosich & Callahan
03.2001 - 05.2006
Personal Lines Account Manager
Crist Elliott Machette & Rowe
01.1991 - 03.2001
Yes - General Office Services
HEALDS BUSINESS COLLEGE