PRISCILLA NOBLE
Senior Account Manager/Customer Service Client Advisor
Denison,TX
Overview
26
26
years of professional experience
1
1
Certificate
Work History
Senior Client Advocate/Office Manager
FARMERS INSURANCE, FRANK GALLOVICH, AGENCY
Plano, TX
10.2021 - 02.2022
- Developed strategic partnerships with key stakeholders to drive business growth and increase revenue.
- Spearheaded efforts to improve departmental efficiency by implementing new technology tools that streamlined workflows.
- Introduced data-driven reporting methods to track success of individual projects and improve decision-making processes for future endeavors.
- Streamlined communication channels for improved client relations and faster response times.
- Participated in contract negotiations, ensuring favorable terms for both parties while maintaining strong relationships with all involved parties.
- Enhanced client satisfaction by addressing and resolving complex issues effectively.
- Mentored junior team members, fostering a supportive work environment and promoting professional development.
- Established trusted relationships with clients, providing expert guidance on strategies that aligned with their unique objectives and goals.
- Increased customer loyalty through proactive relationship building and regular follow-up communications.
- Managed high-profile clients by providing personalized attention and exceptional service quality.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Responded to customer calls and emails to answer questions about products and services.
PRIVATE CLIENT REPRESENTATIVE/ACCOUNT MANAGER
ISCENTIAL INSURANCE INC.
Remote, TX
2021 - 2021
- Remarket existing Client's account to improve program, round out accounts, decrease overall premiums
- Prepared summaries of insurance for the client
- Providing recommendations, suggestions and advise on risk management topics
- Enthusiastically engaging in company culture and corporate goals
- Verifying accuracy and efficiency of policies, correcting data in company management system and with carriers
- Process and monitoring policy change requests and cancellations
- Assist with billing inquiries and processing payments for agents and clients
- Call center environment with one on one interaction with the client, underwriters, claims adjusters, agents and company executives
- Provide proactive day-to-day client service by anticipating and evaluating client needs and responding to client questions and issues in person, over the phone or via email.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Identified issues, analyzed information and provided solutions to problems.
ASST. VP, SENIOR PRIVATE CLIENT ADVISOR
MARSH & MCLENNAN COMPANIES
Dallas/Remote, TX
Oct.2019 - Aug.2020
- Reviewed client exposures, loss experience and current coverage and recommend appropriate products and services
- Provided clients with accurate market data from appropriate resources to counsel on complex risks
- Provided proactive day-to-day client service by anticipating and evaluating client needs and responding to client questions and issues in person, over the phone or via email
- Manage client account receivables to ensure timely collection of premiums and payments to carriers
- Understand, introduce and leverage the services of PCS Specialty Practice areas, as appropriate, including surplus lines placements
- Conduct Client Advisory Reviews via teleconference meetings and occasional face-to-face meetings on larger or more complex client
- Implement and maintain a quality service plan ensuring the accuracy of binders, policies, and other relevant documents that are delivered to clients
- Be responsible for new business development of assigned book of business through referrals and expanding existing client programs
- Accountable for client retention through delivery of exceptional client service
- Build relationships with clients, Marsh colleagues and centers of influence that facilitate asking for and receiving high quality referrals that become clients.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Learned and utilized upselling techniques to encourage customers to make additional purchases and increase sales.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Conducted company performance evaluations after events to assess interest level shown for products and services and discover opportunities for growth.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Collected, arranged, and input information into database system.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
SALES REPRESENTATIVE
FARMERS INSURANCE, FRANK GALLOVICH, AGENCY
Plano, TX
02.2019 - 05.2019
- Organized and executed personal annual reviews with clients to reassess insurance needs
- Rate, quote and bind personal line policies with an average of 40 policies per month
- Immediately greet all customers, entering the office, in a friendly and helpful manner
- Handle all incoming calls from customers
- Process customer policy change requests
- Foster strong relationships with customers to maintain high level of client retention and product loyalty
- Maintained and regulated office staff email account and distributed accordingly throughout the office to the appropriate employee as well processed any customer service or underwriting requests received.
- Developed tailored solutions in response to unique customer needs, increasing overall satisfaction rates.
- Utilized CRM software to manage client information, track leads, and monitor sales progress efficiently.
- Maintained up-to-date knowledge of industry trends for informed decision-making during client interactions.
- Expanded customer base through cold calling, networking, and relationship building.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Provided comprehensive training on product offerings to new team members for optimal performance in sales roles.
ACCOUNT MANAGER/CSR
BAKER & AFFILIATES INSURANCE AGENCY
Garland, TX
2018 - 2019
- Responsible for issuing new business and renewal Certificates of Insurance and Insurance Verifications to be distributed to Vendors and Additional Insureds
- Account Management over Commercial and Personal Lines accounts which included servicing, underwriting issues, cross-selling, remarkets and coverage analysis
- Assigned the Commercial monthly expiration lists to be worked 60-30 days ahead by reviewing clients expiring terms, obtaining updated company/client information then requiring renewal terms from company underwriters to be proposed to the client and then processed for binding
- Administrator over agency's management system including duties of processing agency reports such as Company Interface downloads and suspense files as well as close day and nightly utility reports
- Designed and implemented official training materials outlining office procedures and unified workflows for all employees in order to improve efficiency throughout the office to insure streamlined workflow.
- Improved overall team productivity by implementing best practices in organization and time management.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Streamlined internal processes for better efficiency in account management tasks.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Negotiated prices for products and freights to reduce cost of acquisition by achieving lower price.
- Educated clients on new products or services to increase customer engagement with brand.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Kept detailed records of daily activities through online customer database.
SENIOR ACCOUNT MANAGER
HUB INTERNATIONAL
Dallas, TX
2013 - 2017
- Responsible for account rounding and the development of new business as appropriate and in accordance with standard practices, policies, and procedures
- Makes major decisions independent of manager approval on books of insurance business for which the incumbent is responsible
- Works closely with Producers and other personnel on all aspects of client service, marketing, and renewal while adhering to HUB's core values
- Assesses and interprets exposure information from the Client, analyzed quotes from carriers to determine appropriate recommendations as well as interpreted and evaluated policy terms to ensure adequate coverage for Client's identified exposures.
- Boosted client satisfaction by effectively managing and resolving account issues.
- Coordinated efforts across teams to ensure seamless delivery of products and services to clients.
- Maintained detailed records of all account activities, ensuring accurate reporting for upper management review purposes later on.
- Provided valuable input during product development discussions, ensuring alignment with customer needs and expectations.
- Increased revenue for the company through strategic upselling and cross-selling initiatives.
- Mentored junior account managers, fostering their professional growth and skills development within the company.
- Negotiated favorable contract terms with suppliers/vendors on behalf of clients while maintaining strong relationships with them at the same time.
- Conducted regular reviews of each managed portfolio''s performance against objectives/targets – taking corrective action as necessary if any shortfalls were identified.
- Developed long-lasting client relationships by providing exceptional customer service and support.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Contributed to annual revenue goals by selling new services and developing new accounts.
- Analyzed key competitors to respond to competitive threats.
- Sold new products and services and developed new accounts to maximize revenue potential.
- Mentored junior account management professionals to develop skills and increase company revenue.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Facilitated client satisfaction and renewed customer relations to drive growth.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Developed and implemented strategies to increase client retention.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Educated clients on new products or services to increase customer engagement with brand.
- Recommended brand products to customers to encourage repeat purchases and foster customer loyalty.
- Trained new employees on customer service, money handling and organizing strategies.
- Attended monthly sales meetings and quarterly sales trainings.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Maintained current knowledge of evolving changes in marketplace.
- Kept detailed records of daily activities through online customer database.
- Set and achieved company defined sales goals.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Stayed current on company offerings and industry trends.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Built relationships with customers and community to promote long term business growth.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Presented professional image consistent with company's brand values.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Met existing customers to review current services and expand sales opportunities.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Recorded accurate and efficient records in customer database.
- Contributed to team objectives in fast-paced environment.
DIRECTOR, RISK MANAGEMENT
CAPITAL PLAN RISK MANAGEMENT INC.
Dallas, TX
2011 - 2013
- Acted as a liaison between clients and insurance carriers to resolve escalated complex service issues that require policy interpretation and experience-based judgment to resolve
- Negotiated with underwriters and carriers, troubleshot claims and billing issues
- Developed new business from existing accounts and assigned leads, contributed to meeting departmental production goals
- Identified and followed-up on cross-selling opportunities when appropriate
- Quote, Bind and Issue BOP, Business Use, CGL, Auto Shop, Small Business policies along with servicing and maintaining policies
- Prepared reports for management as required and executed superior customer service and problem-solving skills.
- Reduced operational risks by implementing comprehensive risk management policies and procedures.
- Established strong relationships with regulatory bodies, facilitating open communication on matters related to compliance and risk management requirements.
- Conducted regular reviews of insurance coverage options, ensuring optimal protection at competitive rates.
- Continuously monitored emerging trends in risk management practices, incorporating innovative solutions into existing frameworks as needed.
- Optimized the use of data analytics tools for more accurate risk assessment and informed decisionmaking.
- Improved compliance with industry regulations by leading internal audits and addressing identified gaps.
- Complied with established internal controls and policies.
UNDERWRITER
HOMEOWNERS OF AMERICA INSURANCE COMPANY
Irving, TX
2009 - 2010
- Applied Underwriting guidelines to review new applications and renewals to assess the eligibility of a client to receive their products and evaluate the risk and exposures of potential clients
- Scheduled home inspections with third-party vender in order to ensure risk was acceptable per company guidelines and eligibility
- Executed underwriting notices and N.O.C.'s for policies that did not meet or required attention
- Ran MVR's, Loss History and criminal reports for rating of new applications
- Reviewed inspections for homes and verifying application info versus public data on property
- Issued cancellation or reinstatements of policies, processing endorsements, internal rewrites and applying customer service to incoming calls from agents and clients and provide the highest quality of communication skills to make each call easy and with an effective solution.
- Maintained strong relationships with third-party vendors involved in the application process, ensuring smooth transactions for all parties involved.
- Conducted regular audits of underwriting files to ensure accuracy, compliance, and consistency in decision-making processes.
- Increased customer satisfaction through timely communication and efficient handling of loan applications.
- Managed a portfolio of high-risk clients, implementing tailored underwriting guidelines to minimize losses while maintaining growth opportunities.
- Improved risk assessment accuracy by conducting thorough reviews of loan applications and financial documents.
- Assisted in developing training materials used to educate new hires on essential job functions, contributing to their successful onboarding and integration into the team.
- Enhanced underwriting efficiency with the implementation of an automated system for managing application data.
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Developed strong relationships with brokers, leading to a higher volume of quality submissions and successful underwritings.
- Reduced company losses by identifying potential risks and recommending appropriate mitigating measures.
- Ensured compliance with regulatory requirements through diligent monitoring of industry changes and updating internal policies accordingly.
- Achieved faster turnaround times in application processing by optimizing workflows within the underwriting department.
- Reviewed applications for insurance coverage and reports from loss control specialists to determine risks.
- Supported review and acceptance or denial of new or renewal business.
- Made approval and denial recommendations by determining accurate risk levels.
- Monitored market conditions and economic trends to identify and limit potential risks.
- Built strong relationships with lenders, brokers and clients for constructive communications.
- Supported review, acceptance, or denial of new or renewal business after carefully reviewing all information.
- Identified and resolved application discrepancies for accuracy and compliance with relevant regulations.
- Documented underwriting decisions and provided evidence of compliance with applicable regulations.
- Negotiated terms and conditions of coverage with clients to acquire maximum profitability.
- Collaborated with other professionals to develop innovative underwriting solutions.
- Met with customers, agents and brokers to negotiate coverage, price, and service delivery.
- Developed and implemented underwriting policies and procedures, establishing useful and accurate processing of applications.
- Evaluated applications to determine insurance coverage and appropriate risk classifications.
- Studied insurance industry changes, remaining up-to-date with latest trends and protocols.
- Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
Agent
Oden Insurance Agency
Denison, TX
1995 - 2009
- Developed relationships with clients on a person basis in assessing their current insurance needs and explaining in detail about the product and company for which the client is being placed
- Organized and executed personal annual reviews with clients to reassess insurance needs
- Quoted and bound personal line policies with an average of 40 policies per month
- One on one contact with insurance company underwriters to ensure risk is suitable for company's appetite
- Processed endorsements, managed phone system, issued SR-22's, handled client's insurance payments, endorsements and underwriting/non-pay notices
- Input company commissions and new business sales into QuickBooks, oversaw payroll and office accounting.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Developed expertise across various lines of insurance products, enabling informed advice and guidance for clients seeking comprehensive coverage solutions.
- Collaborated with underwriters to develop tailored insurance solutions for clients while managing risk exposure for the company.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Consistently met compliance requirements for the agency by promptly completing mandatory continuing education courses and staying current on industry regulations.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- Cultivated strong relationships with industry professionals, leveraging connections to generate referrals and new business opportunities.
- Informed clients of policies and procedures.
- Resolved caller issues quickly and thoroughly.
- Obtained client information by answering telephone calls.
- Followed up on customers' inquiries to assess satisfaction with provided solutions.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Reviewed and executed confidential documents, contracts and disclosures.
- Developed new business and managed new and existing clients.
- Prepared and presented contracts and other legal documents to clients.
Skills
Adaptability
Articulate Communicator
Dependability and Reliability
Integrity
People and Management Skills
Problem Solver
Professionalism
Self-initiative
Teachability
Team Player
Agency System Development
Applied Systems - WINTAM and EPIC
Underwriting
Business Operations
E&S
EZLynk
High Net Worth
Middle Market
Quality Assurance
Strategic and Tactical Planning
Risk Management Analysis
Risk Meter
Salesforce
TWIA
Ultra High Net Worth
Underwriting Development
Websites
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Licensed Property & Casualty 2003-Current
Timeline
Senior Client Advocate/Office Manager - FARMERS INSURANCE, FRANK GALLOVICH, AGENCY
10.2021 - 02.2022
PRIVATE CLIENT REPRESENTATIVE/ACCOUNT MANAGER - ISCENTIAL INSURANCE INC.
2021 - 2021
ASST. VP, SENIOR PRIVATE CLIENT ADVISOR - MARSH & MCLENNAN COMPANIES
Oct.2019 - Aug.2020
SALES REPRESENTATIVE - FARMERS INSURANCE, FRANK GALLOVICH, AGENCY
02.2019 - 05.2019
ACCOUNT MANAGER/CSR - BAKER & AFFILIATES INSURANCE AGENCY
2018 - 2019
SENIOR ACCOUNT MANAGER - HUB INTERNATIONAL
2013 - 2017
DIRECTOR, RISK MANAGEMENT - CAPITAL PLAN RISK MANAGEMENT INC.
2011 - 2013
UNDERWRITER - HOMEOWNERS OF AMERICA INSURANCE COMPANY
2009 - 2010
Agent - Oden Insurance Agency
1995 - 2009