Rubina Santiago Garcia
Monroe,NY
Summary
Results-driven Agency Manager with proven expertise in staff training, quality control, and operations management. Committed to enhancing client satisfaction through effective communication and streamlined processes.
20+ years of experience with team leadership, client relationship management, and strategic planning. Utilizes comprehensive knowledge of agency operations to enhance performance and drive results. Strong understanding of budget management and operational efficiency.
Overview
17
17
years of professional experience
Work History
Agency Manager
Shimon Agency Group Inc - Allstate Ins Co
New York, NY
04.2025 - Current
- Managed daily operations to enhance customer service and satisfaction.
- Maintained compliance with industry regulations by conducting regular audits of policies, procedures, and employee practices.
- Coordinated insurance policy renewals and claims processing for efficiency.
- Engaged with clients to build trust and develop sustainable, long-term partnerships.
- Assessed client feedback to refine service delivery processes and boost satisfaction.
- Maintained personnel files and regularly conducted audits to verify accuracy of information.
Agency Manager
Tran Agency Group Inc - Allstate Ins Co
New City, NY
09.2022 - 03.2025
- Executed marketing strategies to increase agency visibility and client engagement.
- Analyzed client feedback to identify areas for improvement in service delivery.
- Implemented new software tools to streamline administrative tasks and workflows.
- Nurtured and strengthened client connections to enhance trust and facilitate enduring partnerships.
- Managed staff performance of staff by proactively addressing deficiencies and training weaknesses.
- Defined and implemented performance metrics for team members, delivering consistent feedback and coaching to enhance overall effectiveness.
- Secured contracts with carriers to establish competitive pricing structures that enhanced client acquisition and retention.
- Implemented strategic initiatives to consistently enhance revenue generation and expand client base annually.
- Facilitated monthly team meetings to evaluate performance metrics, tackle challenges, and acknowledge collective achievements.
- Continuously sought opportunities for professional development through training courses, seminars, and industry conferences, ensuring an up-to-date knowledge base.
- Approved staff hiring, termination, promotions and department transfers.
- Engaged in professional development through attendance at seminars, conferences, and organizational activities to support effective management practices.
Agency Manager
Westmore Agency Inc
New York, NY
09.2009 - 09.2022
- Engaged with clients to foster trust and develop sustainable, long-term partnerships.
- Implemented technology platforms to facilitate efficient handling of client accounts, policy modifications, claims processing, and billing inquiries.
- Established performance benchmarks for team, providing ongoing feedback and coaching to promote sustained growth and development.
- Monitored agent productivity levels to optimize resource allocation and ensure maximum staffing efficiency.
- Engaged with key clients to strengthen relationships, contributing to higher levels of client satisfaction and retention.
- Monitored compliance with industry regulations and internal policies consistently.
- Coordinated insurance policy renewals and claims processing for efficiency.
- Supported staff training and development initiatives to improve team performance.
Education
High School Diploma -
Broad Of Ed
New York, NYNYS Property & Casualty Insurance License -
Vocational School
White Plains, NYNYS Life & Health Insurance License -
Vocational School
White Plains, NYSkills
- Staff training
- Multiline accounts
- Agency operations
- Excellent communication
- Computer skills
- Team leadership
- Quality control
- Managing operations and efficiency
- Hiring and training
Languages
English
Native or Bilingual
Spanish
Limited Working
Timeline
Agency Manager
Shimon Agency Group Inc - Allstate Ins Co
04.2025 - Current
Agency Manager
Tran Agency Group Inc - Allstate Ins Co
09.2022 - 03.2025
Agency Manager
Westmore Agency Inc
09.2009 - 09.2022
High School Diploma -
Broad Of Ed
NYS Property & Casualty Insurance License -
Vocational School
NYS Life & Health Insurance License -
Vocational School