Jessica S. Holmes, Cic, Cisr, Cris Email & Phone Number

Tryon, NC, US

Charlotte, North Carolina Area

• Direct all service departments within the organization (Benefits, Commercial Lines, Operations, and Personal Lines).
• Oversee the development, implementation, and refinement of all departments' agency standards, workflows, and procedures.
• Provide agency risk management by implementing and monitoring Best Practices standards for documentation and adherence to procedures.
• Manage agency claims or potential claims for E&O/professional, cyber, and related liabilities.
• Serve as Privacy Officer to oversee the agency's HIPAA, privacy, and cybersecurity program and related compliance needs.
• Responsible for the administration and optimization of agency systems and software

Charlotte, North Carolina Area

• Direct supervisor for Commercial Lines team of Account Executives, Account Managers, Production Specialists, and Support Specialists across three branches in Charlotte.
• Developed and implemented agency standards, workflows, and procedures for the Commercial Department; refined as needed to facilitate growth.
• Supported the Commercial Lines team through coaching and monitoring performance to ensure agency standards and quotas were met.
• Oversaw the recruitment, interviewing, hiring, and training of new Commercial Lines service staff.
• Serviced accounts to support Account Managers; served as the escalation point to resolve account and client issues.
• Prepared pre-expiration reports and collaborated with service and production team members to develop renewal and retention strategies for accounts.

Asheville, North Carolina Area

• Experienced in the service of small, middle, and large market Commercial Lines accounts.
• Managed Small Business division, developed and implemented strategic growth strategies, account qualifications, and service standards to maximize small business profitability.
• Set priorities and managed workflow to ensure the efficient, timely, and accurate processing of new business and renewal policies, proposals, summaries, schedules, proofs, audits, endorsements, cancellations.
• Analyzed client needs, coverage forms, policies, and quotes; identified exposures to loss and recommended appropriate coverage solutions.
• Accompanied Producers on prospect and client meetings.
• Handled the marketing and placement of all new Commercial Lines business within the small division.

Asheville, North Carolina Area

• Effectively answered and routed phone calls for 25 team members within a fast-paced, multi-location environment.
• Opened, scanned and electronically routed all mail for 25 team members in paperless, multi-location environment.
• Greeted agency visitors (clients, company representatives and vendors) and abetted meetings with service staff.
• Processed Direct and Agency billed insurance premium payments; provided receipts to clients and transacted in Agency Management System.
• Maintained supplies inventory; restocked as needed.
• Assisted Personal Lines department by processing endorsements and daily Communications Log.

Tryon, NC

• Assisted C.P.A. and staff accountants with tax return data entry, assembly and filing.
• Provided administrative support by answering phones, scheduling appointments, and processing incoming tax return data.
• Provided dictation services.

Tryon, NC

• Oversaw day-to-day operations including inventory, accounts receivable, staff hiring, training and scheduling, and other general management duties.
• Administered all equipment and facility maintenance.
• Provided fitness and nutrition coaching and education to club members.