Lisa Mackler Email and Phone Number

Promoted from Director of Customer Care• Lead a sales team of territory managers across the United States• Establish Top and Big Agency Goals• Review and develop sales and business plans for agencies • Worked on Agency Blitz, adding to company's agency sales force• Audit agencies to ensure profitability• Developed a top-notch underwriting and customer service department through sales management, hiring, and development of underwriting and Customer Service Representative skills• Implemented efficiencies within the department, which were extended company-wide• Manage and develop retention and quality assurance programs, including training• Proven record in lowering overall Department of Insurance and BBB complaints• Resolve customer concerns at a high level• Created and implemented a department-wide review program to deal with missed SR26’s• Track QC scores for each CSR and Underwriter’s phone skills for answer rate and quality, moving the department from customer complaints to customer compliments within months• Enhance company production by insuring the Service Level Agreements are met• Provide guidance and training to staff by empowering them to make decisions at a lower level to delight customers• Executed a new retention program, increasing retention by 5%• Work with claim decisions regarding recessions and coverage issues

Retention Specialist• Developed an exceptional customer service department through management of sales, Customer Service Representatives, Verification Specialists, and Sales Agents• Developed and managed retention and quality assurance programs• Hired, trained, and reviewing employees• Successfully handled problem accounts• Tracked sales, renewal, and retention rates• Acted as liaison between automobile dealers and insurance business• Provided organizational and business development• Designed company communications and letters to client base• Wrote and facilitated training seminars to enhance employee skills, quality assurance, and customer service

• Created Retention Unit through training, compiling data, tracking, and staff recruitment and management to increase customer loyalty• Committee member for creating a rating plan to be used in upcoming filing with the department of insurance• Reviewed and revised underwriting procedures• Created client survey program• Developed and implemented internal quality assurance programs• Co-Wrote and facilitated training seminars to enhance employee skills, quality assurance, and customer service• Designed and implemented “Certification Program” to improve customer service philosophy• Conducted employee reviews

Sold Agency• Developed and built successful agency from the ground up, including business design and development, sales, recruitment, marketing, and staff management• Recognized for exceptional sales and leadership, creating one of the highest customer satisfaction percentages, lowest loss ratios, and highest retention rates in the industry at 95% retention• Conducted negotiations with upper management, resulting in new policies that increased both customer and employee satisfaction• Provided comprehensive professional insurance services from properties to securities• Designed and implemented process improvement initiatives to eliminate inefficient use of resources and increase revenue• Facilitated seminars and trainings to enhance employee skills and professional development• Recruited company staff• Underwrote business for agency ( Allstate, Explorer, FIC, Blue Cross)