Silvia L. Ortiz
San Tan Valley,AZ
Summary
Accomplished Commercial Lines Account Executive with over 25 years’ experience working in a fast-paced independent agency environment. Analytical and detail oriented with an ability to provide customer service that exceeds client expectations. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
36
36
years of professional experience
1
1
Certification
Work History
Director of Commercial Lines/Operations Manager
Assured Partners/ Tutton insurance svs.
06.1995 - 10.2023
- Company Overview: Proficient in working with a variety of middle-market risks including construction, manufacturing, restaurants, municipalities, real estate and more
- Well-versed on carrier and surplus lines appetites and underwriting guidelines
- Ability to stay organized in a fast-paced environment
- Managed books of business for multiple producers in addition to operations responsibilities
- Review and explain coverage options to potential policyholders, answering questions or concerns
- Monitored clients' insurance portfolio to ensure changing needs were met and provided renewal reviews
- Prepared submissions, negotiated premiums, prepared proposals, bound coverage, processed endorsements, and prepared premium finance agreements
- Strong computer skills; proficiency in AMS360 and MS Office
- Remained current on industry trends, regulatory compliance, and best practices
- Developed successful relationships with carrier and wholesale underwriters
- Met with carrier representatives
- Solid knowledge of commercial lines of business including General Liability, Property, Workers’ compensation, E&O, EPLI, Commercial Auto, Inland Marine, Builder’s Risk, and Umbrella/Excess and Pollution Liability
- Gathered claims information from insureds and resolved issues
- Met with company division leaders and consultants to discuss strategies to increase agency growth and profitability
- Communicated and collaborated with many corporate offices throughout the nation through formal and informal conversations
- Improved data collection accuracy and streamlined agency team efficiency
- Greatly improved office operations by reducing backtracking of work through creation of material movement process
- Responsible for onboarding new hires via corporate protocols
- Responsible for hiring, and oversight of account management team and agency operations
- Proficient in working with a variety of middle-market risks including construction, manufacturing, restaurants, municipalities, real estate and more
Account Manager
Aon Services/Frank B. Hall & Co.
08.1987 - 03.1995
- Responsible for providing customer service and supporting producers by servicing existing accounts and soliciting new business
- The position included independent responsibility for servicing and retention of assigned customers/policies
- Package and market applications to various carriers to obtain quotes
- Negotiate prices, commission, and/or coverages with carriers
- Review policies, identify deficiencies and determine appropriate level coverage
- Manage renewal process for expiring policies
- Reviews client accounting history responds to accounting inquiries and corrects account discrepancies including collections on past due accounts
- Participated in client meetings to review coverage
- Gather information for renewal application
- Prepare presentations and proposals for clients
- Research requests for information from underwriters
- Composed correspondence to insured and/or underwriters
- Bind insurance coverage and prepare insurance binders
- Composed premium allocations when appropriate or on client request
- Other duties as assigned or needed
Education
Associate of Arts -
Santa Ana College
Santa Ana, CAHigh School Diploma -
Santa Ana High School
Santa Ana, CASkills
- Client Service
- Customer Account Review
- Claims Information Gathering
- Customer Billing
- Customer Complaint Resolution
- Billing Procedures
- Policy Changes
- Critical Thinking
- Billing Inquiries
- Service Marketing
- Customer Referrals
- Form Completion and Submission
- Binder Coverage
- Policyholder Communication
- Policy Renewals
- Client Consultations
- Highly Proficient with AMS360
- Highly Proficient with MS Office
- General Liability
- Business Auto
- Workers' Compensation
- Excess/Umbrella
- Directors & Officers
- E&O
- EPLI
- Inland Marine
- Property
- Team Management
- Strategies and goals
- Project Coordination
- Staff Management
- Organizational Development
- Staff Development
- Negotiation
- Contract and Vendor Management
- Hiring and Retention
- Charismatic Leader
- Corporate Communications
- Business Administration
- Team Leadership
- Relationship Building
- Effective leader
- Decision-Making
- Staff training/development
- Employee Development
- Customer Service
- Goal Setting
- Performance Evaluation and Monitoring
- Customer Relations
- Hiring and Onboarding
- Quality Assurance
- Management Team Building
- Performance Evaluations
- Operations Oversight
- Customer Service Management
- Staff hiring
- Budget Development
- Department Oversight
- Proficient in Word, Excel, PowerPoint, Outlook
- Strategic Planning
- Verbal and written communication
- People Management
- Operations Management
Certification
- CA, Property & Casualty License, 0781866
- AZ, Property and Casualty License, 2536221
Coverageknowledge
- Highly Proficient with AMS360, MS Office
- General Liability
- Business Auto
- Workers' Compensation
- Excess/Umbrella
- Directors & Officers
- E&O
- EPLI
- Inland Marine
- Property
Designations
CRIS Designation
Timeline
Director of Commercial Lines/Operations Manager
Assured Partners/ Tutton insurance svs.
06.1995 - 10.2023
Account Manager
Aon Services/Frank B. Hall & Co.
08.1987 - 03.1995
High School Diploma -
Santa Ana High School
Associate of Arts -
Santa Ana College
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