Tammy McCann
Oriental,NC
Summary
A highly motivated, results-focused Insurance Professional with over 25 years in the Insurance Customer Service/Operations industry. Possess excellent technical, communication, presentation, and customer service skills. Resourceful problem solver with proven ability to bring quick resolution to challenging situations as well as build lasting relationships with vendors and customers, both internal and external.
Overview
27
27
years of professional experience
1
1
Certification
Work History
High Net Worth Client Manager
C3 Risk & Insurance
11.2024 - Current
- Developed strong client relationships through effective communication and personalized service strategies.
- Explained coverage details and identified possible exposures to clients.
- Respond timely to all customer inquiries
- Meet sales and retention goals
Personal Lines Account Manager
Robinson & Stith
01.2022 - 11.2024
- Manage $2.5M book of business; mostly high net worth
- Retention Rate 95%
- Doubled book within 18 months by cross selling and soliciting new business
Operations Manager
Brinson Insurance Agency
10.2020 - 01.2022
- Create Processes and Procedures
- Work with software vendors
- Establish relationships with carrier marketing reps
- Managed Personal Lines book of business
Personal Lines Account Manager
Flatlands Jessup
02.2019 - 10.2020
- Manage all aspects of Personal Lines book of business including and not limited to the following:
- Handle incoming calls and visits from clients
- Write all lines of new personal lines business; Round out accounts
- Manage renewal retention
- Build and manage relationships with various partner carriers
- Lead weekly Personal Lines meetings with other Account Managers across our 5 offices
- Train new personnel and create Standard Operating Procedures for all 5 offices
Personal Lines CSR
Robinson & Stith Insurance
09.2018 - 02.2019
- Manage all aspects of Personal Lines book of business including and not limited to the following:
- Handle incoming calls and visits from clients
- Write all lines of new personal lines business; Round out accounts
- Manage renewal retention
- Build and manage relationships with various partner carriers
Office Manager
Sailcraft Service
09.2017 - 09.2018
- Handle the daily operation of a full-service boatyard through Customer Service, both internally and externally.
- Duties include and are not limited to the following:
- First point of contact with customers and vendors; meet and greet via in person, phone or email and provide excellent service or direct to the appropriate area for service.
- Schedule boat repair work; input employees billable hours and materials into system to create invoices
- Handle all A/P, A/R, Payroll and Tax Reporting
- Maintain reports on A/R, Sales, Profit and Loss
- Assist Owners with communication via verbal and/or written
- Coordinate with employees on material ordering, work prioritization, schedules and employee relations
- Order all office supplies; daily post office run; bank deposits
Office Manager/Assistant
Tidewater Real Estate
01.2017 - 09.2017
- Coordinate the daily operation of Real Estate firm through Customer Service, both internally and externally and ensures the office is successfully functioning day to day.
- Duties include and are not limited to the following:
- First point of contact with customers and vendors; meet and greet via in person, phone or email and provide excellent service or direct to the appropriate area for service.
- Schedule showings for Tidewater listings based on specific rules for each listing
- Coordinate marketing materials for advertising and work with vendors on draft and final publications
- Maintain reports; critical dates and expirations for listings using Flex MLS and/or Excel
- Assist Broker in Charge with communication via verbal and/or written
- Work on Flex MLS and Tidewater Website with listing input and updates
- Coordinate with Real Estate Agents in office on various administrative tasks
- Order all office supplies; daily post office run; bank deposits
Contact Center Manager
Philadelphia Insurance Company
01.2008 - 09.2016
- Manage the daily operation of Call Center to meet goals for service, sales, productivity and quality of work.
- Develop call center plans and goals that are aligned with the Contact Center strategic plan.
- Works in conjunction with Contact Center Supervisors and staff to meet customer needs in a responsive and efficient manner.
- Hire, train, assign, direct and evaluate staff of sixty four employees including 7 supervisors.
- Contact Center has consistently met both production and quality metrics in ASA, Abandonment Rate, Talk Time, Survey Satisfaction, NPS score, Call Monitoring, Email Monitoring and Chat Monitoring.
- Assisted in the development of the Quality Program for our customer service department.
- Maintained an attrition rate of < 1% my entire tenure as Contact Center Manager
- Partnered with and oversee vendor relationship with an outsource vendor for integration of all Tier I calls
- Partnered with our Underwriting and IT department to develop our new rating system which is being piloted with a new book of business recently acquired by Philadelphia Insurance Company.
Account Services Supervisor
Philadelphia Insurance Company
01.2005 - 01.2008
- Responsible for both in house and external collections of past due receivables.
- Also responsible for ensuring accurate and timely premium processing functions including lockbox checks, credit card payments, wire payments, ACH Check by Phone payments.
- Worked with the credit card vendor on processing charge backs and worked with the bank on returned checks (NSF or stop payments).
- Partnership with the Internal Audit and Accounting departments for compliance with Sarbanes Oxley.
- Daily accurate and timely bank deposit reconciliations
- Daily accurate and timely payment posting
- A/R Write offs, as a result of past due earned premiums, were less than 2% of gross written premium as a result of in-house and third party collection efforts.
File Room/Mail Room Manager
Philadelphia Insurance Company
01.2001 - 01.2005
- Oversee the daily mail room and file room activities by ensuring all outgoing mail was processed daily and all incoming mail was delivered daily.
- This included daily invoices and complete policy documents.
- All daily cancellation notices were required to be logged with the post office.
- Oversee the file room operations which included drop filing all correspondence into the correct file, pulling and delivering files as requested and refiling accurately all returned files.
- Also responsible for our rental space which contained files that were older, but still needed, in order to be compliant with document storage specifications.
- When I became the File Room/Mail Room Manager our operation was outsourced. I interviewed, hired and trained the entire staff.
- I partnered with a File tracking vendor to create a file tracking system to ensure accurate tracking of all files for underwriting and claims.
- All requested files were delivered within 24 hours of request.
- All files on individual desks were routinely scanned by hand held devices to ensure the accurate tracking of those files.
- All invoices were ran through the collating machine and mailed out same day to ensure timely payment.
- All non-pay cancellations and underwriting cancellations were mailed out in compliance with the respective states mailing rules.
Executive Assistant to President
Philadelphia Insurance
01.1999 - 01.2001
- Served as liaison between the president and subsidiaries.
- Accustomed to fast-paced, high-pressured positions, demonstrated ability to prioritize multiple tasks, meet deadlines, and provide quality service.
- Key accountabilities included administrative functions (activity reports, ad-hoc reports, expense reports, confidential correspondence, presentation development, and scheduling/calendar maintenance) combined with event planning and coordination (travel arrangements, conference-call scheduling, meeting planning, promotional events, and collateral-material preparations).
- Accepted increasing responsibility, demonstrating flexibility and ability to learn quickly.
Education
Bachelor’s of Science - Business Administration
Albright College
Reading, PA01.2014
Associate of Science - Business Management
Delaware County Community College
Media, PA01.2011
Skills
Problem Solver
Relationship Builder
Dependable
Attention to Detail
Fast Learner
Certification
- CIC
- AINS
- CISR, Elite
Awards
2016 Confirmit Achievement in Customer Experience (ACE) Award for Contact Center, 2016 Silver Stevie Contact Center of the Year Award, 2014 Gold Stevie Contact Center of the Year Award, 2013 Confirmit Achievement in Customer Experience (ACE) Award for Contact Center, 2013 Gold Stevie Contact Center of the Year Award, 2012 Unsurpassed Customer Service Award
Timeline
High Net Worth Client Manager
C3 Risk & Insurance
11.2024 - Current
Personal Lines Account Manager
Robinson & Stith
01.2022 - 11.2024
Operations Manager
Brinson Insurance Agency
10.2020 - 01.2022
Personal Lines Account Manager
Flatlands Jessup
02.2019 - 10.2020
Personal Lines CSR
Robinson & Stith Insurance
09.2018 - 02.2019
Office Manager
Sailcraft Service
09.2017 - 09.2018
Office Manager/Assistant
Tidewater Real Estate
01.2017 - 09.2017
Contact Center Manager
Philadelphia Insurance Company
01.2008 - 09.2016
Account Services Supervisor
Philadelphia Insurance Company
01.2005 - 01.2008
File Room/Mail Room Manager
Philadelphia Insurance Company
01.2001 - 01.2005
Executive Assistant to President
Philadelphia Insurance
01.1999 - 01.2001
Bachelor’s of Science - Business Administration
Albright College
Associate of Science - Business Management
Delaware County Community College
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