Penny Hansborough
USAA
Wesley Chapel,FL
20
years of professional experience
Experienced Personal Lines Account Manager skilled in policy renewals, endorsements, and coverage reviews. Known for active listening, client retention, and accurate account servicing across auto and homeowners insurance.
Work History
Personal Lines Account Manager
13 Years- Advised policyholders on auto and homeowners coverage options aligned with insurance needs.
- Managed personal lines policy renewals, maintaining accurate coverage details and uninterrupted client service.
- Reviewed account changes, processed endorsements, and updated records to ensure policy accuracy.
- Coordinated underwriting and claims team collaboration to resolve account issues and support timely servicing.
- Identified coverage gaps during account reviews and recommended appropriate policy adjustments.
- Strengthened retention through proactive follow-up, relationship management, and responsive service.
- Assisted clients with policy changes, ensuring accurate adjustments were made to meet their specific needs.
- Conducted comprehensive policy reviews for clients, identifying gaps in coverage and recommending appropriate solutions.
- Educated clients on insurance policies and procedures.
- Finalized sales and collected necessary deposits.
Customer Service Sales Representative
5 Years 8 Months- Managed inbound customer inquiries, delivering dealership software and sales support with accurate product guidance.
- Built rapport with clients, identifying needs and recommending solutions aligned with account requirements.
- Resolved billing, service, and product issues promptly to maintain customer satisfaction and retention.
- Increased customer satisfaction by addressing and resolving complex issues effectively.
- Reduced wait times through efficient call handling, enhancing overall customer satisfaction rates.
- Resolved customer complaints, ensuring customer satisfaction and loyalty.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
Education
Associate of Science - Computer And Information Sciences
Skills
Insurance products
Customer service
Problem-solving
Call center customer service
Customer follow-up
Active listening
Timeline
Personal Lines Account Manager
USAA
10.2013 - 10.2026Read More
Customer Service Sales Representative
Reynolds and Reynolds
01.2007 - 09.2012Read More
Sinclair Community College
Associate of Science from Computer And Information Sciences
Read More