Rocio Vila
Elizabeth,USA
Summary
Commercial insurance professional prepared with extensive experience in managing accounts and fostering client relationships. Proven ability to handle complex insurance policies, coordinate renewals, and resolve client issues promptly. Valued for team collaboration, adaptability to changing needs, and results-oriented approach. Skilled in risk assessment, policy analysis, and delivering exceptional client service.
Overview
25
25
years of professional experience
Work History
Commercial Lines Account Manager/Surety Manager
Merwin & Paolazzi Insurance Agency
08.2007 - Current
- Collaborated with underwriters to ensure accurate policy issuance and appropriate coverage levels.
- Maintained up-to-date knowledge of industry regulations, staying ahead of potential impacts on client policies.
- Coordinated cross-departmental efforts to resolve complex issues, ensuring a seamless experience for clients.
- Conducted thorough risk assessments for potential clients, accurately identifying exposure areas and recommending optimal coverage options accordingly.
- Improved account retention rates with exceptional customer service skills and prompt issue resolution.
- Optimized communication channels between brokers, carriers, and clients, ensuring seamless information exchange for timely policy issuance and management.
- Streamlined policy renewals for timely processing, ensuring continuous coverage for clients.
- Prepared orders and issued binders, proofs of insurance and endorsements for delivery to clients.
- Maintained required data in agency management system to follow corporate guidelines.
- Developed and maintained client base resulting in 85% portfolio retention.
Personal Lines Account Manager
TE Freuler Agency, Inc.
12.2003 - 08.2007
- Managed a diverse book of business with attention to detail and accuracy, ensuring proper documentation was maintained for each account.
- Improved client retention by providing exceptional customer service and addressing policy inquiries in a timely manner.
- Maintained up-to-date knowledge of industry trends and regulations, allowing for informed recommendations to clients regarding their insurance needs.
- Assisted clients with policy changes, ensuring accurate adjustments were made to meet their specific needs.
Customer Service Rep./Surety Department
M&M Corp./ITA The Pilgrim Organization
05.2000 - 05.2003
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Education
NJ Property & Casualty license -
Professional School of Business
Millburn, NJ08.2001
Skills
- AMS360, AIPSO, ImageRight, Intermedia, OARS, PL Rater, IIX, Outlook Word, Excel
- Client services
- Record keeping
- Quality assurance
- Document management
- Insurance underwriting
- Account management
- Portfolio management
Qualifications
- Highly organized with ability to prioritize effectively
- Work well under pressure
- Punctual, Reliable and a Team Player
- Excellent Customer Service Skills
- Excellent follow-up and troubleshooting skills
Timeline
Commercial Lines Account Manager/Surety Manager
Merwin & Paolazzi Insurance Agency
08.2007 - Current
Personal Lines Account Manager
TE Freuler Agency, Inc.
12.2003 - 08.2007
Customer Service Rep./Surety Department
M&M Corp./ITA The Pilgrim Organization
05.2000 - 05.2003
NJ Property & Casualty license -
Professional School of Business
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