John McDermand
Springfield
Summary
Account manager with a proven track record in client relationship management and problem-solving. Expertise in delivering exceptional customer service and ensuring client satisfaction through effective communication and meticulous attention to detail.
Overview
31
31
years of professional experience
2
2
Certifications
Work History
Account Manager/Agent
Forsyth Insurance Group
Springfield
09.2019 - Current
- Cultivated client relationships, enhancing satisfaction and retention.
- Collaborated with underwriting teams to assess client needs and coverage options.
- Coordinated policy renewals and updates for existing clients effectively.
- Performed account reviews to uncover opportunities for additional services.
- Resolved customer complaints in a timely manner.
- Renewed existing accounts by building relationships with clients.
- Advised clients on insurance policies and coverage options.
- Conducted needs assessments to identify appropriate insurance solutions.
- Managed client accounts, ensuring timely policy renewals and updates.
- Delivered presentations on insurance products to potential clients.
- Strengthened client relationships through consistent communication.
- Stayed informed about industry trends and changes in regulations.
- Educated customers on the importance of maintaining adequate insurance coverage.
- Prepared documents including applications, endorsements, renewals, and cancellations.
- Provided customers with information regarding plan features, pricing, and availability.
- Maintained accurate records of all insurance transactions using computer software systems.
- Conducted telephone appointments with prospective clients to build rapport and sell insurance services.
- Conducted meetings or phone calls with potential clients to present insurance policies and answer questions.
Customer Service Lead
Memorial Home Services
Springfield
08.1995 - 08.2019
- Led customer service team to ensure high-quality support and satisfaction.
- Resolved complex customer inquiries to provide effective solutions promptly.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Monitored team performance and delivered targeted feedback for skill enhancement.
- Coordinated daily operations to streamline service delivery processes.
- Consulted with customers regarding needs and addressed concerns.
- Analyzed customer feedback to pinpoint improvement areas for products and services.
- Verified patient insurance coverage for medical services and procedures.
- Communicated with insurance providers to confirm eligibility and benefits.
- Addressed patient questions related to insurance verification and coverage.
- Collaborated with healthcare teams to streamline verification processes.
- Trained new staff on insurance verification protocols and best practices.
- Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
- Maintained accurate documentation on all pre-authorization requests, denials and appeals.
- Checked documentation for appropriate coding, catching errors and making revisions.
Education
High School Diploma -
Glenwood High School
Chatham06-1989
Skills
- Client relationship management
- Insurance renewals
- Needs analysis
- Policy evaluation
- Document preparation
- Customer service
Certification
State of Illinois Insurance Producer
Timeline
Account Manager/Agent
Forsyth Insurance Group
09.2019 - Current
Customer Service Lead
Memorial Home Services
08.1995 - 08.2019
High School Diploma -
Glenwood High School