STEPHANIE R. STARLING
Houston,TX
Summary
Detail-oriented Account Manager with 10+ years of comprehensive experience managing employer-client relationships and assisting with new business deals. Focused on managing accounts to maximize sales. Dedicated professional successful at expanding network connections.
Results-driven professional with solid foundation in client service management. Proven track record in fostering strong client relationships and optimizing customer service operations. Known for collaborative approach and achieving high-impact results through adaptability and effective problem-solving.
Professional with strong background in client services, adept at building and maintaining relationships to drive client satisfaction and business success. Reliable team player with focus on collaboration, adaptability, and achieving measurable results. Skilled in conflict resolution, project management, and strategic planning, consistently delivering high-quality outcomes. Known for effective communication, problem-solving, and proactive approach to evolving client needs.
Overview
18
18
years of professional experience
Work History
Client Service Manager
Arthur J. Gallagher Risk Management Services, Inc
02.2023 - Current
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
- Created customer support strategies to increase customer retention.
- Championed a culture of open communication within the team, fostering seamless collaboration among colleagues.
- Nurtured long-term relationships with clients, fostering loyalty and business growth opportunities.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Successfully resolved escalated client issues, restoring trust and safeguarding the company''s reputation.
Account Manger Associate Senior
Arthur J. Gallagher / RPS Healthcare Division
01.2016 - 02.2023
- Responsible for all aspects of account handling and servicing with respect to assigned accounts
- This includes but isn't limited to marketing, negotiation of pricing, terms and conditions, placement and policy servicing
- Manage an assigned book of business for small to mid-sized clients; build relationship with existing clients and offer additional products to expand book of business
- Cultivate relationships with producers and brokers, as well as with day-to-day client representatives/account managers
- Retention goals for assigned group of accounts
- Coordinate the work of administrative support and customer service
- First line of contact for remarketing, including quoting, endorsements, billing and resolving client concerns
- Additional services, duties and responsibilities as requested by supervisor(s)
- Executes all the steps in processing and servicing of assigned accounts utilizing agency management system and ancillary systems appropriately and in compliance with RPS Healthcare policies and procedures
- Gains, maintains and applies a working knowledge of carrier risk appetites, products, and operating style in order to maximize placement opportunities, adding value to retail agent and carrier relationships
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
Client Service Manager
Arthur J. Gallagher Risk Management Services, Inc
09.2014 - 01.2016
- Managed an assigned book of business for small to mid-sized clients; build relationship with existing clients and offer additional products to expand book of business
- Addressed client's risk/management needs
- Cultivated relationships with producers and brokers, as well as with day-to-day client representatives/account managers
- Retention goals for assigned group of accounts
- Coordinated the work of administrative support and customer service
- First line of contact for remarketing, including quoting, endorsements, billing and resolving client concerns
- Additional services, duties and responsibilities as set out by supervisor
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
Assistant Underwriter
IMS/London American, MGA
08.2013 - 09.2014
- Remarketed accounts/ quoted new submissions
- Bound coverage; prepared proposals and submissions
- Direct/Agency invoicing, processed endorsements, coordinated preparation of policy delivery with all related documents, gathered/reviewed information for renewals and new submissions
- Maintained up-to-date knowledge of products, rules, and regulations
- Maintained client correspondence and follow up as appropriate
- Researched and corrected problems and concerns for agents/customers
- Provided high level of assistance to help with review, classification, coding, and rating of applications.
- Responded to customer requests via telephone and email and effectively answered questions and inquiries.
Financial Foundation Associate
USAA
05.2012 - 04.2013
- Identified and handled existing and emerging risks that stem from business activities and the job role
- Ensured risks associated with business activities are effectively identified, measured, monitored, and controlled
- Follows written risk and compliance policies and procedures for business activities
- Facilitated the Property & Casualty (P&C) member experience by answering inbound phone calls, emails, and/or other contacts from members
- Applied developing knowledge of personal lines insurance to assist members with foundational to moderately complex quotes, binding new business, rating, policy, billing, payment, underwriting, contract and coverage provisions, and premium changes for insurance products and services
- Responsible for the respective trailing documents for all states
- Identified, assessed and understands member needs and consistently provides complete and accurate advice and solutions, including products and services
- Provides thorough issue diagnosis while minimizing transfers, escalations and call backs
- Used the tools and resources available to support members with some assistance
- Effectively operated in a contact center environment and navigate multiple systems/programs while maintaining an engaging member interaction that occurs across multiple channels
Customer Service Representative
Progressive Insurance
04.2007 - 05.2012
- Developed strong customer relationships to encourage repeat business
- Improved customer service wait times to mitigate complaints
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor
- Informed customers about billing procedures, processed payments and provided payment option setup assistance
- Answered inbound calls, chats and emails to facilitate customer service
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Educated customers on special pricing opportunities and company offerings
- Supported customer inquiries and insurance policy needs by answering questions regarding coverage, rates, billing issues, and general policy reviews while offering additional products
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Eastwood High School
El Paso, TX05.1995
Skills
- Customer Service
- Overcoming Objections
- Time Management
- Teamwork and Collaboration
- Microsoft Office Programs
- Coordinating Paperwork
- Client relations and retention
- Account resolution
- Focused on customer satisfaction
- Problem-solving aptitude
- Reporting and documenting
- Communication Skills
- Compliance Requirements
- Epic
- DMS
- PAT-e Proposal System
References
References Available upon request.
Licensesandaccomplishments
- Property & Casualty Insurance License - Texas
- Served on Board of Directors for The Go Team Therapy Dogs Organization from 07/2020 - 03/2021
Timeline
Client Service Manager
Arthur J. Gallagher Risk Management Services, Inc
02.2023 - Current
Account Manger Associate Senior
Arthur J. Gallagher / RPS Healthcare Division
01.2016 - 02.2023
Client Service Manager
Arthur J. Gallagher Risk Management Services, Inc
09.2014 - 01.2016
Assistant Underwriter
IMS/London American, MGA
08.2013 - 09.2014
Financial Foundation Associate
USAA
05.2012 - 04.2013
Customer Service Representative
Progressive Insurance
04.2007 - 05.2012
High School Diploma -
Eastwood High School
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