Elena Castaneda
Gilroy
Summary
Passionate Personal Lines Account Manager offering a proven track record in managing diverse client portfolios with precision and care. Known for enhancing client satisfaction and maintaining long-term relationships through effective communication and problem-solving. I am a reliable team player with strong focus on adapting to changing client needs and contributing to collective success. Proficient in policy analysis, risk assessment, customer service and persuasive communicator with personable style
Overview
10
10
years of professional experience
Work History
Personal Lines Account Manager
Pacific Diversified Insurance Services, Inc.
07.2013 - 05.2017
- Managed a diverse book of business with attention to detail and accuracy, ensuring proper documentation was maintained for each account.
- Led training sessions for new hires, contributing to the development of skilled personal lines account managers within the company.
- Exceeded performance metrics consistently by efficiently managing workload and prioritizing tasks based on urgency and complexity levels.
- Assisted clients with policy changes, ensuring accurate adjustments were made to meet their specific needs.
- Facilitated smooth transitions during times of company growth or restructuring by adapting quickly to new systems and processes while maintaining high-quality service standards.
- Maintained up-to-date knowledge of industry trends and regulations, allowing for informed recommendations to clients regarding their insurance needs.
- Collaborated with sales team to cross-sell additional products, resulting in expanded portfolio offerings and increased revenue
- Developed strong relationships with underwriters, effectively negotiating coverage options and rates on behalf of clients.
- Increased overall productivity by streamlining administrative tasks such as processing endorsements, cancellations, and billing inquiries.
- Streamlined communication processes for increased efficiency by implementing an organized system for tracking client interactions.
- Contributed to business development efforts by actively participating in networking events and building connections within the local community.
- Enhanced client satisfaction through proactive outreach initiatives, including annual policy review reminders and personalized follow-up communications.
- Conducted annual reviews of existing policies to update information.
- Educated clients on insurance policies and procedures.
- Analyzed customer needs to provide customized insurance solutions.
- Met with customers to provide information about available products and policies.
- Collected premiums on or before effective date of coverage.
- Analyzed risk factors to recommend appropriate coverage levels.
- Managed a high volume of policies with attention to detail while consistently meeting deadlines for renewals and endorsement requests.
- Posted payments to accounts and maintained records.
- Processed and recorded new policies and claims.
- Responded to customer requests for products, services, and company information.
- Documented customer interactions and transactions for accurate, up-to-date records.
- Completed customer applications and updated records to reflect current information
Personal Lines Manager
MCIS Insurance Agency Services, Inc
07.2012 - 07.2013
- Maintained records and stayed current with policy renewals.
- Collaborated with underwriters to ensure proper risk assessment and accurate pricing for personal lines policies.
- Optimized workflow processes by implementing digital solutions such as automated document storage systems that streamlined day-to-day operations.
- Evaluated prospect's current insurance program and offered alternatives.
- Implemented innovative sales techniques to expand market share and increase revenue generation from personal lines clients.
- Stayed in contact with carriers, underwriters and marketing personnel.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
- Developed and maintained courteous and effective working relationships.
- Finalized sales and collected necessary deposits.
- Delivered educational presentations on insurance products, helping clients make informed decisions about their coverage needs.
- Provided exceptional customer service by resolving billing issues promptly, addressing concerns professionally, and maintaining open lines of communication with policyholders throughout the lifecycle of policies.
- Generated quotes and proposals for clients to match individual needs.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Developed sales strategies to increase sales of insurance policies.
- Educated clients on insurance policies and procedures.
- Met with customers to provide information about available products and policies.
- Generated leads through cold-calling, networking and other outreach methods.
- Researched and identified potential new markets.
- Attended sales meetings to obtain information about business trends and beauty industry developments.
- Played an active role in weekly sales meetings, sharing insights on current deals, market trends, and competitive analysis.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Sales Account Manager
MG Insurance and Financial Services- Allstate
08.2007 - 07.2012
- Managed a diverse portfolio of accounts, ensuring each client received personalized attention and support.
- Increased sales revenue by identifying and pursuing new business opportunities.
- Negotiated prices, terms of sale and service agreements.
- Built client relationships by acting as liaison between customer service and sales teams.
- Consulted with clients after sales and contract signings to resolve problems and provide ongoing support.
- Developed and maintained long-term relationships with key clients for sustained growth.
- Attended industry conferences and events, establishing valuable networking connections for potential partnerships.
- Generated leads through cold-calling, networking and other outreach methods.
- Researched and identified potential new markets.
- Attended sales meetings to obtain information about business trends and beauty industry developments.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Boosted client portfolio growth, identified cross-selling and upselling opportunities through detailed needs analysis.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Passionate about learning and committed to continual improvement.
- Learned and adapted quickly to new technology and software applications.
- Self-motivated, with a strong sense of personal responsibility.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Delivered prompt service to prioritize customer needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Created and maintained detailed database to develop promotional sales.
Education
Gavilan College
GilroyFire & Casualty -
Quick Learning School
San Jose12-2007
High School Diploma -
Gilroy High School
Gilroy, CA06-2005
Skills
- Insurance product knowledge
- Industry Regulations Knowledge
- Underwriting principles
- Customer Service
- Self Motivation
- Problem-solving aptitude
- Bilingual
- Excellent Communication
- Dependable and Responsible
Languages
Spanish
Full Professional
Timeline
Personal Lines Account Manager
Pacific Diversified Insurance Services, Inc.
07.2013 - 05.2017
Personal Lines Manager
MCIS Insurance Agency Services, Inc
07.2012 - 07.2013
Sales Account Manager
MG Insurance and Financial Services- Allstate
08.2007 - 07.2012
Gavilan College
Fire & Casualty -
Quick Learning School
High School Diploma -
Gilroy High School
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