EMILY WILLIAMS

Romsey,VIC

Summary

Account executive with a strong history at Fortitude Insurance Group, specialising in client relationship management and process optimization. Achievements include significant improvements in customer satisfaction and retention through customized solutions and effective leadership. In addition to promotion to Team Leader based on the skills and work drive shown in the Account Executive role. Expertise in claims management and promoting cross-departmental collaboration to enhance operational efficiency. Successfully managed work allocation to support staff and led a team to achieve departmental goals.

Overview

years of professional experience

Work History

Account Executive / Team Leader

Fortitude Insurance Group

05.2023 - Current

Managed commercial client portfolio, achieving high customer satisfaction and retention rates. Including claims management, asset assessment onsite, conducting presentations and more.
Developed strong client relationships through personalized support and tailored insurance recommendations.
Coordinated cross-departmental workflows to improve workflow, collaboration and boost operational efficiency. Including implementation of process improvements that optimized tasks and reduced delays.
Trained new team members on company policies and procedures, including IT & systems training, and supporting trainees in their development.
Created training materials for ongoing staff development and skill enhancement initiatives.
Managed support staff, including workflow, task assignment, and overall management.
Led team meetings to align project goals and ensure effective communication.
Resolved customer complaints with a focus on maintaining high service standards.
Coordinated staff training sessions to elevate team performance and skills.
Implemented process improvements to streamline operations and reduce delays.
Organised meetings and events with external stakeholders. Ensuring team involvement to also benefit and develop the team in their roles.
Conducted interviews to assess candidate qualifications and fit for various roles.
Developed and maintained interview guides to streamline the hiring process.
Managed scheduling of interviews, coordinating with candidates and internal stakeholders.

Assistant Account Executive

Central Insurance Australia

05.2020 - 05.2023

Assisted Account Executives in managing a diverse portfolio of clients, ensuring high levels of customer satisfaction and retention.
Coordinated and communicated with clients via phone, email, and in-person meetings to address inquiries, provide updates, and resolve issues in a timely manner.
Developed and maintained strong relationships with clients, providing personalized support and recommendations to meet their insurance needs.
Assisted in preparing proposals and presentations for potential clients and stakeholders.
Maintained accurate records of client interactions and policy details in database systems.
Collaborated with underwriters to assess risk and determine appropriate coverage options.
Facilitated internal meetings to discuss project updates and align team objectives.
Provided administrative support by organizing files and managing documentation for accounts.
Managed multiple projects simultaneously while meeting deadlines.
Assisted Account Executives in developing marketing strategies and campaigns.
Drove and conducted marketing research to keep abreast of industry and competitive trends, outlooks and innovations.

Deli Team Member

Coles

06.2019 - 02.2020

Provide great service to deli counter customers by answering questions, making recommendations, providing samples, and responding to requests.
Also required to slice a variety of deli meats, followed by weighing and packaging.
Maintained cleanliness and organization of the deli display cases.
Assisted customers with product selection and answered inquiries.
Collaborated with team members to ensure timely service during peak hours.
Followed food safety protocols to maintain quality standards.
Assisted in training new team members on deli procedures and customer service skills.

Education

TIER 1 - INSURANCE BROKING

ANZIIF

01.2021

CERT 3 - FINANCIAL SERVICES

FUSION BUSINESS COLLEGE

01.2020

Skills

Client relationship management
Proposal development
Claims management
Process improvement
Workflow optimization
Customer feedback analysis

Cross-departmental collaboration
Team leadership
Staff training coordination
Time management
Written and verbal communication

Accomplishments

LMI Pheonix Award - "LMI Group’s Phoenix Award recognises those businesses that had the management skill and tenacity, coupled with adequate insurance, to not only revive and survive, but truly thrive following such a loss/disruption. As Richard Nixon said in a speech in 1973, “The finest steel has to go through the hottest fire.”

The support and assistance provided by the broker during this time, can be easily overlooked given the enormity of the tasks facing the business. For this reason, The Phoenix Club recognises these dedicated professionals. The broker stands beside their client through the good times and the bad, as a trusted adviser."

Timeline