Doris Hernandez Email & Phone Number

Hicksville, NY, US

• Supports the Manager with large-scale accounts while completing all marketing submissions, proposals, policy and loss summaries, assisting in the negotiation process of high-value clients.
• Cultivates strong relationships with carriers, marketing representatives, and underwriters to sustain beneficial partnerships for assigned accounts.
• Executed the transformation of backlogged database, reviewing policies and endorsements for accuracy and creating spreadsheets to increase organization and relevance of information.
• Collaborates with producer and AE teams assigned to each client to effectively manage the renewal process, review loss information, obtain updated information, handling renewal applications, and respond to all coverage.
• Oversaw day to day account management responsibilities, promptly handling service requests including processing policies, change requests, endorsements, invoicing, certificates and evidence of property and binders.
• Resolve customer needs by responding to coverage questions and inquiries, resolution of policy issues promptly meeting individual client requirements to drive satisfaction and retention.

• Strategically managed a high-volume of incoming and outgoing calls, emails, and mail correspondence, promptly identifying customer needs to create timely resolutions.
• Designated to head the claims and audit process, sustaining claims submissions, consistent communication, and completion of documentation to safeguard compliance with insurance recommendations.
• Assisted the broker team in obtaining copies of identification, certifications, and additional documentation to provide support while continuing to execute customer service duties.
• Facilitated the follow-up process with all clients, completing a full risk assessment, determining appropriate premium and deductible payments, and ensuring compliance with state regulations.
• Maintained strict documentation and database management, uploading account information and processing policies, endorsements, cancellations, renewals, and payments to obtain up-to-date figures.
• Followed up with clients on loss control carrier recommendations, ensuring compliance with risk control programs and state regulations.

Long Island City, NY

• Executed all administrative duties within the Anti Money Laundering (AML) unit including managing and maintaining access entitlements, pre-audit review, and prerelease application testing to facilitate operations.
• Recruited to oversee the onboarding process, assisting dozens of contracted employees in completing required paperwork and obtaining access to Citi web applications and login.
• Coordinated with the IT department to provide consistent support to employees with functional inquiries and identify solutions to resolve end-user errors, ultimately minimizing downtime.
• Reinforced improvement measures through the implementation of a streamlined access entitlement process, comprehensive training guides and templates, and internal entitlement coordinator training for AML management to.
• Secured adherence to compliance laws and regulations through maintenance of team entitlement access; supported with semi-annual pre-audit review through preparation of cases for management.

Astoria, NY

• Provided administrative and receptionist support to main office
• Maintained customer accounts with copying legal documents, emails, faxing, filing, and updating the records database
• Created spreadsheets that improved customer account input accuracy to the database
• Made payment collection calls to customers that were late on payment
• Processed customer cancellation notices, invoices, and policy binders
• Checked incoming and outgoing mail to external agencies and customers

Education record

Associate’S Degree, Business Administration