Nancy Tapia
Los Angeles
Summary
Hardworking Account Manager efficient in resolving customer issues. Engaging and personable to increase business opportunities through outstanding client presentations, effective communication skills and a dedication to customer service. Extremely dependable, adaptable and able to quickly grasp and apply new information. Exceptional organizational and analytical skills. Enthusiastic attitude, self motivated, and professional demeanor.
Overview
17
17
years of professional experience
Work History
Account Executive
IOA - Insurance Office of America
04.2024 - Current
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Conducted regular check-ins with existing clients to assess their needs and identify carrier change opportunities to better benefit the clients
- Oversaw the onboarding process for new clients, ensuring a smooth transition into company's platform.
- Processed enrollments, policy changes and terminations as needed by client.
- Ensure compliance with state/federal benefit regulations and carrier requirements.
- Prepare proposals, benefit comparisons, and renewal packages for clients.
- Coordinated annual open enrollment meetings, and provide employee education on benefits offerings.
- Successfully managed portfolio of high-value accounts, maintaining focus on customer satisfaction and account growth.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Performed effectively in self-directed work environment, managing day-to-day tasks.
- Worked with vendors to create client WRAP docs and Summary of Modifications (as needed), prepare and execute 5500 filings, and other compliance information.
- Manage carrier/vendor implementation processes for clients.
Account Associate III
Alliant Insurance Services, Inc.
08.2022 - Current
- Responsible for collaborating with Account Executives on the development and execution of client centered strategies.
- Collaborated on a book of business and contributes to the work of a multi-disciplined service team.
- Communicated with and established solid relationship with clients and carriers while exhibiting superior customer service.
- Responded promptly to client inquiries via email, delivering clear and efficient communication.
- Reviews client coverage contracts and amendments for accuracy.
- Acts as a liaison between client and carrier to ensure seamless implementation process.
- Designs and implements benefit communications, including periodic benefit updates and Open Enrollment materials.
- Works with carriers to create client WRAP Documents, and prepares 5500 filings.
- Complies with agency management system data standards; enters and maintains complete and accurate information.
- Experience with private and public sector clients.
Account Manager
USI Insurance Services, Inc.
06.2016 - 07.2022
- Handle all product implementation paperwork with carriers.
- Responsible for acting as a contact between clients and insurance carriers; retaining clients through excellent customer service.
- Assist Account Executive with preparation of materials for client meetings and renewals, included but not limited to PowerPoint presentations, agendas, reports, calendars, etc.
- Track and manage compliance documents as needed.
- Coordinate meetings to communicate to employees and/ or admins about their employee benefits.
- Gather renewal information and assemble applications and schedules for Account Management team.
- Request, review and coordinate updates. Track client plan documents such as insurance contracts, booklets, SPDs, etc.
- Prepare communication materials (e.g. benefit guides, Brainshark's, benefit summaries, and PowerPoint presentations in both English and Spanish).
- Assist Account Management team in delivering client service and meeting client retention goals.
- Maintain accurate client and team information in agency management systems, as well as client documents in system and shared drive.
- Able to work on additional projects to help support fellow team members.
Sr. Account Manager
Pegasus Capital & Insurance Services, Inc.
09.2008 - 06.2016
- Developed and maintained strong relationships between HR managers, employees, brokers, and insurance carriers.
- Assisted clients with claims, worked closely with carriers to ensure claim processes/completions.
- Maintained high level communication with clients regarding their insurance questions/needs.
- Facilitated meetings between clients and insurance carriers, vendors.
- Orchestrated annual benefit enrollment meetings for small and large groups (400+).
- Reported Cal Cobra and Federal Cobra.
- Excellent performance record in meeting deadlines efficiently, resolving problems independently, using initiative to improve processes and working hard to meet organizational objectives.
- Able to work under pressure and successfully deal with competing demands while maintaining complete confidentiality.
- Provided detailed communications in both English and Spanish for client and employee.
Education
Criminal Justice
Sonoma State University
Rohnert Park, CASkills
- Life and Health License
- Knowledge of Microsoft Office suite, PowerPoint , Word and limited Excel
- Proficient in internal office data systems; Benefit Point and ImageRight
- Sets priorities and manages work flow independently to ensure efficient, timely and accurate processing of transactions and other responsibilities
- Strong ability to problem solve, set and meet deadlines, work under pressure and multi task in fast paced environment
- Excellent attention to detail and ability to self-check work
- Exceptional verbal and written communications skills in both English and Spanish
- Able to assist/mentor fellow associates as needed
Timeline
Account Executive
IOA - Insurance Office of America
04.2024 - Current
Account Associate III
Alliant Insurance Services, Inc.
08.2022 - Current
Account Manager
USI Insurance Services, Inc.
06.2016 - 07.2022
Sr. Account Manager
Pegasus Capital & Insurance Services, Inc.
09.2008 - 06.2016
Criminal Justice
Sonoma State University