Wendy Gonzales

Manager, Account Management (May 2023-May 2025)

Lead multi-carrier sales and account management distribution strategy focused on revenue growth, retention, and underwriting-aligned production quality.

• Direct a hybrid team of 20+ licensed agents responsible for new business, retention, and cross-sell performance.
• Align sales execution with underwriting appetite and carrier guidelines to drive sustainable growth and protect partnership performance.
• Partner cross-functionally with Business Development, Product, Marketing, and CX to strengthen carrier-aligned production outcomes.
• Identify production and persistency gaps impacting carrier results and implement workflow improvements to increase conversion stability and reduce rework.
• Serve as escalation leader for complex underwriting and customer risk scenarios, balancing revenue objectives with carrier integrity.
• Contribute to incentive alignment discussions to ensure compensation structures support compliant, profitable growth.
• Improved policy retention by 12% YoY by redesigning outreach strategy and optimizing lifecycle workflows.
• Launched “One Hippo Sales Agency,” integrating teams and standardizing playbooks to improve production consistency and expansion

• Managed a team of 25+ licensed agents driving new business production across multiple carrier products.
• Aligned sales behaviors with underwriting appetite to protect carrier relationships and sustain profitability.
• Oversaw performance metrics including conversion, retention, and premium growth.
• Structured incentive planning to balance revenue acceleration with compliant selling standards.
• Partnered with carrier representatives to address production trends and optimize distribution outcomes.

Led direct P&C sales team operating within The Hartford’s AARP affinity partnership, balancing revenue growth with strict brand and underwriting expectations.

• Directed inbound sales operations supporting the AARP-branded insurance program.
• Reinforced disciplined underwriting qualification and disclosure standards to protect affinity relationship integrity.
• Monitored production and persistency metrics to maintain performance thresholds required under the affinity agreement.
• Partnered with internal leadership to address quality gaps impacting partner reputation.
• Drove premium growth while safeguarding one of the organization’s most visible distribution partnerships.

High-performing senior agent and informal team leader within a high-volume direct P&C sales environment.

• Generated high-volume new business production while consistently maintaining a 64% conversion rate within carrier underwriting guidelines.
• Partnered with department leadership to develop and execute performance strategies that improved agent productivity and sales effectiveness.
• Delivered structured coaching through team huddles, side-by-sides, and one-on-one sessions to strengthen conversion consistency and customer experience.
• Played a key role in the design and rollout of Call Flow 3.0, a structured sales framework adopted across departments to improve call discipline and profitability.
• Served as escalation point for complex customer and underwriting scenarios, reinforcing disciplined risk evaluation and brand integrity.
• Analyzed sales performance trends to identify workflow inefficiencies and support revenue optimization initiatives.

• Supported acquisition and stabilization of independent agencies at risk of losing carrier appointments due to production shortfalls.
• Negotiated revenue-share agreements and centralized carrier production to preserve contract viability.
• Helped agencies maintain brand presence while transitioning carrier compliance and performance obligations to a master agency structure.