Lisa Allen
Columbia
Summary
Detail-oriented Account Manager. I have over 15 years of experience in premium accounting/customer service. Demonstrated ability to resolve discrepancies and ensure seamless transactions, safeguarding client coverage. Skilled in conducting thorough accounting research to address complex issues and enhance client retention. Excels in fast-paced environments, delivering effective communication and innovative solutions.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Account Manager
Aon Risk Services
Washington, District of Columbia
04.2025 - Current
- Managed client relationships, ensuring satisfaction and promptly addressing concerns to enhance retention.
- Acted as main point of contact in matters relating to client concerns and needs.
- Resolved customer complaints promptly, improving client trust and satisfaction.
- Facilitated client meetings to discuss policy updates and service enhancements, strengthening client engagement.
- Collaborated with internal teams to create tailored insurance solutions for clients.
- Managed multiple accounts simultaneously while meeting deadlines.
- Maintained detailed records of client interactions and policy changes in the CRM system.
Resource Manager
Aon Risk Services of Maryland
Owings Mills, MD
09.2017 - 04.2025
- Monitored resources and transactions to ensure compliance with PASC service level agreements and addressed escalations effectively.
- Assesses work performed by staff members to verify that specialists identify and meet relevant compliance requirements necessary to process PASC service level agreements
- Audited performance to verify client fulfillment aligned with expectations for timeliness and accuracy of deliverables.
- Troubleshot and resolved client issues related to PASC service level agreements, enhancing overall service quality.
- Provides direction and guidance to team members who are confronted with unfamiliar or complex client issues
- Participates in the development of client solutions with the ACS, PASC and ARS Field Office Management
- Proactively identifies and solves complex problems impacting the operations management team
- Organizes resources to accommodate workflow; assigns work to specialists
- Assisted Operations Manager with employee performance and participated in decisions involving disciplinary and corrective action.
- Delivered ongoing training and feedback to new hires to enhance their skills.
- Collaborated with cross-functional teams to ensure effective communication.
Subject Matter Expert (SME)
Aon Risk Services of Maryland
Owings Mills, MD
10.2015 - 09.2017
- Led training sessions for business continuity transactional team, enhancing team knowledge and skills in transactional processes.
- Addressed discrepancies and transactions, ensuring compliance with operational procedures and regulations
- Clarified rejections for service request submissions, providing constructive feedback to improve future submissions
Accounts Receivable Specialist
Aon Corporation
Owings Mills, MD
09.2007 - 10.2015
- Provided accurate and timely responses to all incoming requests, enhancing customer satisfaction
- Completed service requests following detailed account analysis and research, ensuring resolution of issues
- Acted as the point of contact for communication with field offices and insurance carriers regarding premium insurance accounting
- Executed tasks promptly and efficiently to meet urgent needs.
Premium Research Specialist
Aon Corporation
Owings Mills, MD
08.2005 - 09.2007
- Acted as the primary point of contact for communication with field offices and insurance carriers on premium insurance accounting matters, facilitating effective resolution of issues.
- Managed carrier emails, addressing concerns promptly and courteously to maintain strong relationships with insurance partners
- Researched and responded to insurance carriers' inquiries regarding payments to ensure accurate processing
- Processed carrier payments to ensure client coverage.
- Research open Service Requests and take appropriate action to resolve carrier concerns
- Reviewed and addressed various spreadsheets, client advance reports, daily settlement and followed up with the sales teams with regard to open balances
Education
High School Diploma -
Paul Laurence Dunbar High School
Baltimore, MD06-1983
Skills
- End-to-end client service
- Client management
- Client support
- Time Management
- Attention to detail
- Microsoft Office Suite
- Innovative approach
- Critical thinking
- Adaptability to change
- Team management
- Teamwork and collaboration
- Strong interpersonal skills
- Effective communication
- Strive for quality
- Customer service
Certification
- Property and Casualty
Timeline
Account Manager
Aon Risk Services
04.2025 - Current
Resource Manager
Aon Risk Services of Maryland
09.2017 - 04.2025
Subject Matter Expert (SME)
Aon Risk Services of Maryland
10.2015 - 09.2017
Accounts Receivable Specialist
Aon Corporation
09.2007 - 10.2015
Premium Research Specialist
Aon Corporation
08.2005 - 09.2007
High School Diploma -
Paul Laurence Dunbar High School