Vivien A. Thomas
San Antonio,TX
Summary
Insurance Professional II with multi-state Property & Casualty licensure and experience in Sales & Service. Proven ability to assess member risk, apply underwriting guidelines, and deliver tailored solutions while maintaining compliance with enterprise risk standards. Strong knowledge of internal systems and consultative sales practices, with a focus on accuracy, service excellence, and operational efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Insurance Professional II Sales & Service
USAA
08.2023 - Current
- Apply a consultative, member-centric approach to assess risk exposures and recommend appropriate personal lines solutions, including auto, property, and umbrella policies.
- Evaluate member risk profiles and align coverage solutions using underwriting guidelines, rating factors, and eligibility requirements.
- Utilize CRM tools, including Conversant, to document interactions, manage workflows, and track sales opportunities and follow-ups.
- Underwrite and service policies by verifying member-provided information and applying internal guidelines to ensure accurate risk selection and pricing.
- Provide full-service policy support including endorsements, renewals, cancellations, reinstatements, and record updates.
- Identify cross-sell and account rounding opportunities through inbound and outbound member engagement.
- Ensure compliance with enterprise risk management policies by identifying, documenting, and addressing potential risks.
- Maintain active Property & Casualty licenses across all 50 states and ensure adherence to state-specific regulations.
Studio Director / General Manager
Amazing Lash Studio
10.2017 - 05.2023
- Directed operations for a ~$1M annual revenue location, overseeing sales, staffing, and customer service performance.
- Led, trained, and developed high-performing teams, successfully launching and scaling a new studio location.
- Utilized a consultative sales approach to drive revenue growth and improve client retention.
- Managed client accounts, scheduling, and escalations while maintaining high service standards.
- Tracked performance metrics and implemented strategies to improve sales conversion and operational efficiency.
Guest Services
K Charles & Co.
Spring Branch
05.2016 - 10.2017
- Managed front desk operations, including scheduling, payments, and client relations in a high-volume environment.
- Delivered personalized service by assessing client needs and recommending services and retail products.
- Maintained accurate client records and supported inventory and sales tracking.
Skills
- Personal Lines Insurance (Auto, Property, Umbrella)
- Underwriting & Risk Assessment
- USAA Systems & Member Experience
- CRM Systems (Conversant)
- Multi-State Compliance & Regulatory Knowledge
- Consultative Sales & Needs Assessment
- Policy Servicing & Account Management
- Cross-Selling & Retention Strategies
- Teamwork and collaboration
- Customer service
- Problem-solving
- Attention to detail
- Critical thinking
Certification
- Property & Casualty Insurance License — All 50 States
- Lean Six Sigma White Belt — Management and Strategy Institute
- Project Management Essentials — Certified
- Business Office Manager — Certified
Timeline
Insurance Professional II Sales & Service
USAA
08.2023 - Current
Studio Director / General Manager
Amazing Lash Studio
10.2017 - 05.2023
Guest Services
K Charles & Co.
05.2016 - 10.2017
Additional Experience
- Appen Butler Hill — Social Media Evaluator (Independent Contractor) July 2016 – December 2017
- Leapforce — Search Engine Evaluator (Independent Contractor) September 2011 – October 2015