Virginia Serpas
Los Angeles,CA
Summary
Driven by a results-focused approach, I excelled at Acrisure of California, enhancing client retention and portfolio growth through expert risk assessments and strategic account management. My proficiency in Applied Epic and exceptional customer relations skills have consistently exceeded performance targets, demonstrating a strong ability to leverage both technical and interpersonal abilities for superior service delivery.
Overview
14
14
years of professional experience
Work History
Premier Commercial Lines Account Assistant Manager
Acrisure of California (Vantreo)
06.2021 - 10.2023
- Collaborated with underwriters to ensure accurate policy issuance and appropriate coverage levels.
- Maintained consistent knowledge of industry products and attended continuous education events to increase product knowledge.
- Leveraged data-driven insights to inform decision-making processes related to account servicing strategies and product offerings improvements.
- Developed and maintained client base resulting in portfolio retention.
- Managed large commercial accounts portfolio, consistently exceeding performance targets in new business development and retention metrics.
- Conducted thorough risk assessments for potential clients, accurately identifying exposure areas and recommending optimal coverage options accordingly.
- Strengthened client relationships by providing regular updates on policy changes, industry trends, and risk mitigation strategies.
- Negotiated competitive insurance rates with carriers, maximizing value for clients.
- Reduced claims frequency through proactive risk management consultations and tailored insurance solutions.
- Improved account retention rates with exceptional customer service skills and prompt issue resolution.
- Streamlined policy renewals for timely processing, ensuring continuous coverage for clients.
- Contributed to the development of marketing initiatives targeting commercial lines prospects, increasing brand awareness and generating new business opportunities.
- Optimized communication channels between brokers, carriers, and clients, ensuring seamless information exchange for timely policy issuance and management.
- Coordinated cross-departmental efforts to resolve complex issues, ensuring a seamless experience for clients.
- Enhanced customer satisfaction by efficiently managing commercial lines accounts and promptly addressing client inquiries.
- Provided informed guidance to assist clients in choosing commercial insurance products to suit business needs.
- Negotiated rates to set up finance contracts.
- Prepared customer presentations and demonstrations of products to solicit new business.
- Processed cancellation requests from carriers and provided resolution to maintain financial equity.
- Maintained required data in agency management system to follow corporate guidelines.
- Reviewed audits of policies for accuracy to facilitate corrections between client and carrier.
- Calculated premiums and established payment methods for sales.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Collected premiums on or before effective date of coverage.
Commercial Lines Assistant
Acrisure of California (BGCO)
08.2020 - 06.2021
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Maintained high standards of customer service by building relationships with clients.
- Worked closely with other team members to optimize sales strategies and achieve regional goals.
- Cross-sold insurance products to existing clients to reach sales targets.
- Conducted thorough policy reviews with existing clients, identifying gaps in coverage and offering additional protection options when necessary.
- Efficiently managed policy renewals, ensuring timely processing and accurate coverage updates.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.
- Expanded client base by actively prospecting for new business opportunities and generating referrals.
- Assisted clients in navigating the often complex claims process, ensuring they received fair and timely resolutions.
- Participated in ongoing professional development activities, staying current with industry trends and regulatory changes affecting insurance products and services.
- Monitored changes in insurance industry to stay compliant with relevant laws and regulations.
Project Manager
Bob Gabriel Co. Insurance Services
03.2017 - 08.2020
- Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
- Established effective communication among team members for enhanced collaboration and successful project completion.
- Monitored project performance to identify areas of improvement and make adjustments.
- Provided detailed project status updates to stakeholders and executive management.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Met project deadlines without sacrificing build quality or workplace safety.
- Negotiated contracts with vendors and suppliers, securing quality materials at competitive prices for efficient use of resources.
- Planned, designed, and scheduled phases for large projects.
- Coordinated with cross-functional teams to resolve project issues and mitigate risks.
- Monitored progress against established goals, adjusting schedules and resources as needed to keep projects on track.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining costeffectiveness.
- Effectively managed scope creep by establishing clear boundaries on requested changes while keeping projects aligned with original objectives and budgets.
Commercial Lines Associate, Commercial Lines
Bob Gabriel Co. Insurance Services
07.2014 - 03.2017
- Served as a reliable point of contact for clients seeking assistance with claims or other policy-related matters.
- Enhanced underwriting efficiency by streamlining processes and implementing new software tools.
- Contributed to a positive work environment by actively collaborating with colleagues on team projects and initiatives.
- Assisted underwriters in evaluating risks, resulting in a reduced number of claims filed against the company.
- Facilitated smooth transactions between clients, brokers, and carriers by maintaining open lines of communication throughout the underwriting process.
- Maintained detailed records of correspondence relating to each account; facilitating quick access when needed.
- Supported the timely issuance of policy documents by meticulously reviewing applications for accuracy and completeness.
- Bolstered customer retention rates by providing exceptional service, anticipating needs, and addressing concerns promptly.
- Streamlined data entry processes, reducing overall processing time for new applications while maintaining attention to detail.
- Assisted in updating company guidelines to reflect evolving market conditions and maintain competitiveness within the industry.
- Collaborated with team members to analyze complex submissions, ensuring accurate risk assessment and pricing.
- Participated in ongoing professional development opportunities, staying current on industry trends and regulatory changes.
- Improved turnaround time for quote requests by effectively prioritizing tasks and managing workload efficiently.
- Played an integral role in growing the commercial lines book of business through diligent research and client outreach efforts.
- Developed strong relationships with brokers and agents, fostering trust and promoting long-term business growth.
- Organized training sessions for new Underwriting Assistants, sharing best practices and practical tips for success in the role.
- Contributed to increased client satisfaction by promptly addressing inquiries and resolving issues related to commercial policies.
- Conducted thorough reviews of policy endorsements to ensure accuracy before distribution to clients or agents.
- Reduced errors in policy documentation by thoroughly proofreading drafts before submission to underwriters for approval.
- Expedited policy renewals through proactive communication with clients, collecting necessary information ahead of deadlines.
- Utilized knowledge of insurance principles, policies and procedures to make decisions on risk assessment.
- Collaborated with other professionals to develop innovative underwriting solutions.
- Developed and implemented underwriting policies and procedures, establishing useful and accurate processing of applications.
- Studied insurance industry changes, remaining up-to-date with latest trends and protocols.
- Met with customers, agents and brokers to negotiate coverage, price, and service delivery.
- Analyzed data to identify trends and predict future insurance needs.
- Evaluated applications to determine insurance coverage and appropriate risk classifications.
- Negotiated terms and conditions of coverage with clients to acquire maximum profitability.
Compliance Auditor
ISU Group
03.2011 - 06.2014
- Facilitated open discussions with process owners regarding identified deficiencies, encouraging collaborative problem-solving efforts toward resolution.
- Supported the development of company-wide policies and procedures in alignment with industry standards and legal requirements.
- Evaluated the effectiveness of existing enterprise-wide risk management strategies in safeguarding organizational assets from potential threats or liabilities.
- Developed key performance indicators for monitoring compliance activities, ensuring progress toward established objectives was effectively tracked and reported.
- Analyzed all audit results and resolved all compliance issues.
- Fostered a culture of accountability by regularly monitoring adherence to regulatory guidelines and reporting non-compliance instances to senior management.
- Maintained up-to-date knowledge of regulatory changes affecting the business landscape, proactively adapting audit strategies as needed.
- Assessed third-party vendor relationships for compliance concerns, minimizing potential risks associated with external partnerships.
- Prepared reports for templates and maintained compliance database.
- Delivered comprehensive training programs for employees on key compliance topics, fostering a sound understanding of relevant regulations and best practices.
Office Administrative Assistant
ISU Group
08.2009 - 03.2011
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Improved customer satisfaction ratings by promptly addressing inquiries via phone, email, or in-person visits.
- Responded to inquiries from callers seeking information.
- Safeguarded company information by maintaining strict confidentiality in handling sensitive documents and records.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
- Reduced errors in documentation by meticulously proofreading and editing written materials.
- Enhanced team collaboration by effectively scheduling meetings and coordinating calendars for multiple executives.
- Ensured timely completion of projects with diligent task prioritization, delegation, and followup.
- Facilitated smooth communication between departments, acting as a liaison to ensure prompt resolution of issues.
- Updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Streamlined office processes by implementing efficient filing and organizational systems.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Volunteered to help with special projects of varying degrees of complexity.
- Identified and recommended changes to existing processes to improve accuracy, efficiency, and quality service.
- Facilitated timely delivery of special projects to meet organizational and departmental objectives.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
- Performed research to collect and record industry data.
- Established administrative work procedures to track staff's daily tasks.
Education
Commercial Insurance Certification
Insurance Community University
Agent/Producer License Expires 04/30/2025
Department of Insurance
CaliforniaSkills
- Bank Reconciliation
- Journal Entries
- Accounting Software Proficiency
- Data Entry
- Customer Relations
- Accounts receivable management
- Account Maintenance
- Internal Controls
- Invoice Processing
- Document Management
- Audit Support
- Administrative Support
- Document Control
- Intercompany Transactions
- Project Coordination
- Project assistance
- Report Generation
- Clerical Support
- Expert in Vertafore AMS360
- Expert in Applied Epic
Languages
Spanish
Native or Bilingual
English
Full Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeLocation Preference
RemoteImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsWork from home optionPaid time offTeam Building / Company Retreats4-day work weekTimeline
Premier Commercial Lines Account Assistant Manager
Acrisure of California (Vantreo)
06.2021 - 10.2023
Commercial Lines Assistant
Acrisure of California (BGCO)
08.2020 - 06.2021
Project Manager
Bob Gabriel Co. Insurance Services
03.2017 - 08.2020
Commercial Lines Associate, Commercial Lines
Bob Gabriel Co. Insurance Services
07.2014 - 03.2017
Compliance Auditor
ISU Group
03.2011 - 06.2014
Office Administrative Assistant
ISU Group
08.2009 - 03.2011
Commercial Insurance Certification
Insurance Community University
Agent/Producer License Expires 04/30/2025
Department of Insurance
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