Client Relations Supervisor

• Jun 2020 - Present

• Providing supervision to Client Relations (CR) team.• Building and maintaining rapport with Regional Managers (RMs,) experts, and clients in order to establish and build upon ongoing relationships, contribute to growth of existing accounts, and bring in new clients.• Design, creation, and maintenance of Expert Map system.• Development and implantation of strategies and solutions for large influxes of assignments in catastrophic events or regional mass quantity claim scenarios.• Collaboration with Director of Litigation Support to develop and adapt programs targeting new and existing law firms and liability focused clients/accounts.• Providing client best expert choice for given assignment; ability to assist clients in off the cuff requests.• Client outreach/marketing campaigns via Constant Contact. (Content creation, compiling strategic distribution lists targeting specific audiences, scheduling and distribution of campaigns.)• Analysis and redistribution of territory splits to ensure even distribution.• Development of training references, templates, and verbiage for use by CR and RMs.• Monitoring and managing assignments and accounts as necessary to promote client satisfaction.• Intake of new assignments, setting adequate timelines, preparing job instructions and assignment of expert for completion of assignment. Ascertaining there is no conflict of interest before acceptance.• Development of diary status follow up system for CR department.• Maintaining ongoing contact with clients to foster good relationships, maximizing long term opportunities by becoming a trusted advisor to clients and strengthening their loyalty.• Working with department managers and president to improve existing procedures and develop new protocols to streamline efficiency and maximize client success. Establishment and implantation of procedures for accounts that required special handling.

Senior Client Relations Specialist

• 2018 - Jun 2020

Client Relations Specialist

• Feb 2013 - 2018

Administrative Assistant

• 2011 - 2013

Assisted Marketing Executives and applied organizational skills to assist in all aspects of the marketing process including marketing new business opportunities as well as marketing accounts to the insurance industryAssisted Marketing Executives in all areas of the new business process with specific emphasis on information managementAssisted in the account transfer process by scheduling and directing account handoff meetings which focused on the transfer of new accounts from production to Account ManagementAssisted in preparing Technical Risk Analyses, Underwriting Submissions and Proposals for the client/prospect ensuring accuracy in all documents before presentationInput all prospect/client information into AMS 360 agency management system and ensured its accuracy. Saved all client information and correspondence accordingly in ImageRight document management systemPrepared expense reports for Marketing Executives on a monthly basis to coordinate with Controller’s bill paying scheduleScheduled travel for Marketing Executives including transportation, lodging and airfare arrangements as necessary; Created and organized trip itinerariesCreated and maintained proper response letters for various incoming correspondenceMaintained and updated calendars. Assisted in planning/organizing social activities with clients and insurance company personnel, and planning and facilitating meetings/appointmentsMaintained files in an organized and accessible manner which included updating information, purging files on a regular basis and creating new filing systems as needed and prepared files for account transfers to Account Executive teamProvided administrative support for projects including research, compiling data and preparation of summary reports based on results; performed research and compiled information for Underwriting Information Files on new prospects

Administrative Assistant

• Jul 2005 - Oct 2011

Provided direct daily assistance to company presidentAssumed all responsibilities of office manager at all times she was not presentCreated and submitted invoices for commercial customers, residential customers and companies of which whom we performed sub contract work; establishment of billing code system which is now used in invoice creationEstablished system for and maintained all company personnel files; organized and maintained all payable documents and files; responsible for the reorganization of entire filing system and solely maintained all commercial customer filesCoordinated between customers, companies, employees and sub-contractors in order to schedule and assign jobs.Responsible for review and approval of invoices before going to payrollAnswered and directed phone calls; provided customer service and support via telephone; provided direct assistance to technicians via telephoneTook initiative to research illegal back-charges from a company of which whom we were sub-contracting; provided evidence and disputed charges on a weekly basis that resulted in the company gaining back over $20k over the course of said disputesMicrosoft Excel data entry and analysis involving the completion of daily reports as well as analysis of technician performance reportsKept current records and notes on all customers in our databaseDesigned fliers for advertisement and mailings

Lead Dispatcher

• Jan 2005 - Jul 2005

Answering & direction of all inquiriesDaily assistance to all techniciansCustomer service and supportTraining of all new dispatchers on system and phonesCreation of daily completion reports Answering & direction of all inquiriesDaily assistance to all techniciansCustomer service and supportTraining of all new dispatchers on system and phonesCreation of daily completion reports

Office Manager

• Jun 2004 - Dec 2004

Routing and distribution of technicians assignmentsCreation of daily completion reports for submission to corporate officeMicrosoft Excel spreadsheet data entry and analysisSubmission of weekly payroll for each technician to corporate office for processingProvided direct assistance to technicians as needed Routing and distribution of technicians assignmentsCreation of daily completion reports for submission to corporate officeMicrosoft Excel spreadsheet data entry and analysisSubmission of weekly payroll for each technician to corporate office for processingProvided direct assistance to technicians as needed

Administrative Assistant

• Jun 2003 - May 2004

Processed weekly payroll for employees, loan officers and net branchesAssistance to office manager & loan processing department Answering & direction of calls, bookkeeping, filing, QuickBooks, wire transfers, data entry and analysis, designed company business cards, coordinated with net branches regarding sales, loans, leads and payroll, and assumed responsibility for outside of the office banking and supply purchase. Processed weekly payroll for employees, loan officers and net branchesAssistance to office manager & loan processing department Answering & direction of calls, bookkeeping, filing, QuickBooks, wire transfers, data entry and analysis, designed company business cards, coordinated with net branches regarding sales, loans, leads and payroll, and assumed responsibility for outside of the office banking and supply purchase.