LATISHA CANTELLANO
Beaumont
Summary
Detail-Oriented Commercial and Personal Lines Account Manager/Sales Agent. Results driven insurance professional with over seven years of experience in client retention and satisfaction within the commercial and personal lines arenas. Proven track record of increasing revenue through strategic policy recommendations and personalized service. Adept at building long-term relationships with clients, ensuring protection of their assets while delivering tailored insurance solutions. Committed to understanding client needs, leveraging industry knowledge to provide exceptional service and support.
Overview
10
10
years of professional experience
Work History
Equitable-Retirement Solutions
06.2023 - Current
- Serving existing clients, working closely with financial professionals on investment options, legal documents, retirement plans, death benefits, and other critical financial services for high-net-worth clients (clients with millions in retirement assets).
- Creating work orders to address corrections or adjustments to clients' contracts or payments, ensuring clients' needs are met promptly and accurately.
- Averaging 50-70 chats and calls per day in a remote call center environment, maintaining a swift response time with an average in-between time of 50 seconds.
- Managing hold times to a 3-minute average and proactively checking in with clients to ensure satisfaction during their wait time.
- Performance & Reporting: Generating time correction reports if not actively in the call queue, ensuring transparency and accurate reporting of productivity.
Account Manager
Insuserve BPO Services
01.2022 - 01.2023
- Submitted applications to appropriate carriers and following up for timely receipt of quotes and policies. Ensuring policies meet client needs and eligibility.
- Submitting applications to eligible and appropriate carriers, following up to ensure timely receipt of quotes and policies.
- Issued binders, certificates, policies, endorsements, and other relevant documents using AMS360 and Applied Epic. Ensuring proper correspondence is sent to clients.
- Prepared insurance summaries, schedules, and proposals for word processing as required.
- Reviewed audits for accuracy, facilitating corrections between clients and carriers, and ensuring any discrepancies are addressed.
- Ensured the validity of policies and making corrections or updates to client information when needed.
Insurance Agent
Acceptance Insurance
01.2016 - 01.2022
- Assisted clients with a range of personal lines policies and commercial lines, including BOP (Business Owner’s Policy), CGL (Commercial General Liability), Workers Compensation, Builder’s Risk, Commercial Auto, and E&O/Professional Liability.
- Responsible for placing business in both admitted and surplus/excess markets, ensuring the best coverage options for clients.
- Regularly communicated with clients to address service requests, resolve problems, and handle concerns, maintaining a high level of client satisfaction.
- Increased the book of business by actively cross-selling additional insurance products and requesting referrals from existing clients, contributing to business growth.
Assistant Manager
Acceptance Now-Rent A Center
01.2017 - 01.2014
- Managed furniture financing accounts, overseeing payment plans and ensuring clients adhered to terms and deadlines.
- Provided assistance to clients experiencing financial difficulties, working on solutions to help them manage their accounts and stay on track with payments.
- Lowered store loan accounts by proactively contacting clients and facilitating 'paid in full' payments to reduce outstanding balances.
- Ensured deep understanding of company policies and additional products, delivering top-tier customer service and guiding clients through available options.
- Managed upset and irate customers, utilizing strong communication skills and conflict resolution techniques to restore satisfaction.
- Responsible for scheduling, coaching, and training staff, ensuring a high-performing and well-informed team.
Education
Property and Casualty License - undefined
Business
University of Riverside
01.2014
Skills
- Problem-solving
- Customer service
- Teamwork and collaboration
- Friendly, positive attitude
- Flexible and adaptable
- Dependable and responsible
- Multitasking Abilities
Timeline
Equitable-Retirement Solutions
06.2023 - Current
Account Manager
Insuserve BPO Services
01.2022 - 01.2023
Assistant Manager
Acceptance Now-Rent A Center
01.2017 - 01.2014
Insurance Agent
Acceptance Insurance
01.2016 - 01.2022
Property and Casualty License - undefined
Business
University of Riverside
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