Shelby Robinson
Lawrenceville,GA
Summary
Detail-oriented account associate with experience in commercial lines policy documentation renewals and account administration. Proficient in Epic CRM and carrier communications, managing multiple requests to maintain accurate records and current accounts. Strong customer service and conflict resolution skills that support timely issue resolution in high-volume environments.
Overview
1
1
Certification
6
6
years of professional experience
Work History
Account Associate (REMOTE/HYBRID)
Insurance Office of America
Gainesville, Georgia
09.2022 - Current
- Help support full account lifecycle for commercial insurance, including new business, renewals, endorsements, cancellations, reinstatements, and policy changes.
- Provided client service by answering inquiries, resolving billing and policy concerns, handling service requests, and fostering positive client relationships.
- Coordinated with carriers, brokers, lienholders, mortgagees, and other third parties to gather information, resolve discrepancies, and ensure smooth account service.
- Process account updates, billing questions, payment questions, and customer account changes while keeping records accurate.
- Track open requests, prioritize workflow, and follow up on pending items to complete client and carrier service needs on time.
- Assisted account managers with renewal preparation, carrier marketing submissions, and proposals.
- Review policy documents and coverage details for accuracy, identify discrepancies, and follow carrier and agency requirements.
- Prepare certificates of insurance, auto ID cards, property audit documents, invoices, premium finance agreements, loss runs, MVRs, and other insurance documents.
- Maintain client records, policy files, account activity, suspense items, and internal tracking systems in Epic and other agency systems.
- Improved operational efficiency by suggesting process changes, drafting procedures, and enhancing accuracy in admin and account reconciliation tasks.
- Support team training by helping onboard new employees on agency procedures, policies, systems, and customer service practices.
- Complete continuing education and professional development training to keep industry knowledge current and strengthen job performance.
Personal Lines Sales Representative (REMOTE)
Simply IOA
Lake Mary , FL
06.2022 - 09.2022
- Explained insurance products, coverage choices, and service features while preparing custom quotes through agency sales systems.
- Used consultative sales methods to bring in new business, keep existing clients, and spot cross-sell and upsell opportunities.
- Facilitated sales process for prospective clients by addressing coverage questions, negotiating pricing, and successfully closing new business.
- Cultivated client relationships through proactive outreach, follow-up, and tailored service.
- Supported inbound sales leads and prospective client inquiries by identifying insurance needs and suggesting suitable coverage options.
- Assisted with policy renewals and account reviews by assessing client needs, identifying coverage opportunities, and recommending suitable solutions.
- Worked with underwriters to clarify application details, address underwriting requirements, and submit accurate policy applications.
- Reviewed sales performance against goals, researched market opportunities, and used customer feedback to identify improvement areas.
- Kept CRM records, sales pipelines, prospecting activity, and customer interactions accurate to track progress and support business development.
- Addressed client concerns and delivered product and service support to enhance satisfaction and foster long-term loyalty.
Personal Lines Insurance Sales/Client Relations Specialist
TTEC - Progressive (REMOTE)
Lawrenceville, Georgia
05.2021 - 06.2022
- Assisted customers with insurance policy questions, account maintenance, billing issues, coverage details, and general service requests, enhancing customer understanding and satisfaction across multiple channels.
- Explained billing steps, processed payments, set up payment options, and shared coverage benefit and claim status information.
- Provided personalized support by reviewing customer needs, answering product and service questions, and suggesting appropriate solutions.
- Used strong product and service knowledge to explain available options, help with customer decisions, and improve customer satisfaction.
- Guided customers in navigating online account access and self-service tools to streamline account updates and routine policy transactions.
- Resolved customer concerns and complaints by reviewing account details, identifying solutions, and working with support teams for timely resolution.
- Handled inbound phone calls, emails, and chats while meeting productivity goals and service quality standards.
- Maintained accurate, confidential customer records, CRM data, transaction details, and interaction notes per privacy and security standards.
- Managed multiple customer requests and priorities while keeping accuracy, professionalism, and timely follow-through.
- Facilitated customer retention and positive service experiences through effective communication, problem-solving, and proactive assistance.
- Worked with supervisors and internal departments to escalate complex issues, address service concerns, and support problem resolution.
Education
Bachelor of Science - Psychology
Clark Atlanta University
Atlanta, GACISR Designation - Commercial Lines Insurance
National Alliance For Insurance Education/Research
11-2026
Skills
- Commercial lines processing
- Insurance underwriting
- Client relationship management
- Client management
- Risk assessment and analysis
- Transaction management
- Recordkeeping
- Payment administration
- Regulatory compliance
- Data analytics
- Report writing
- CRM software utilization
- CRM systems proficiency
- Data entry accuracy
- Spreadsheet updating skills
- Sales acumen
- Account review processes
- Account resolution
- Customer service excellence
- Attention to detail
- Analytical thinking skills
- Multitasking effectiveness
- Performance tracking methods
- Time management
- Conflict resolution
- Team collaboration
- Collaborative teamwork
- Accuracy focus
Certification
- P&C Insurance License
Timeline
Account Associate (REMOTE/HYBRID)
Insurance Office of America
09.2022 - Current
Personal Lines Sales Representative (REMOTE)
Simply IOA
06.2022 - 09.2022
Personal Lines Insurance Sales/Client Relations Specialist
TTEC - Progressive (REMOTE)
05.2021 - 06.2022
Bachelor of Science - Psychology
Clark Atlanta University
CISR Designation - Commercial Lines Insurance
National Alliance For Insurance Education/Research