Michelle Chung-Whyte
Loganville
Summary
Results-driven commercial lines leader with expertise in team management and performance analysis. Implements best practices to enhance workflow efficiency and optimize operational processes. Coaches and mentors teams, fostering adaptability and conflict resolution to support organizational goals and elevate customer satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Commercial Lines Middle Market Leader
Brown & Brown
Sunrise
10.2024 - Current
- Serviced a book of business of $500k in revenue and managed client relationships to ensure satisfaction and retention.
- Developed training materials for new staff onboarding processes.
- Coordinated cross-departmental initiatives to enhance workflow efficiency.
- Implemented best practices for operational processes across various teams.
- Facilitated conflict resolution among team members to promote harmony.
- Analyzed performance data to support decision-making and improvements.
- Coached and mentored individuals on professional development goals.
- Assessed team performance against established goals and objectives.
- Monitored workflow processes and identified areas of improvement.
- Fostered a positive work environment by recognizing individual achievements.
- Conducted regular meetings with staff to discuss progress, identify challenges, and develop solutions.
- Developed and implemented strategies to improve team performance and productivity.
- Maintained up-to-date knowledge of industry trends in order to apply best practices.
- Created detailed reports on employee performance metrics for senior leadership review.
- Participated in potential new hire interviewing sessions to help identify qualified candidates.
- Complied with company policies, objectives and communication goals.
- Monitored employee attendance, addressing any punctuality or absenteeism issues.
- Trained new employees on company policies, job duties, and performance expectations.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Implemented new operational procedures, increasing efficiency.
- Managed team of 14 employees including Account Executives,Account Managers and Associate Account Managers to ensure high productivity and quality standards were met.
Commercial Lines Team Leader
CBIZ
Alpharetta
09.2021 - 10.2024
- Created remote high-performance team of 6 employees through career development and strategic mentorship in Florida and Georgia offices.
- Collaborated with senior leadership to implement organizational profit and sales targets.
- Vetted, marketed, created proposals and secured coverage for new business opportunities.
- Led team meetings to discuss project updates and workflow improvements.
- Supported team development through feedback and performance evaluations.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Created training materials and conducted group training on new processes or procedures.
- Established clear team goals aligned with company objectives, tracking progress regularly.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
- Championed the adoption of new technologies to improve team productivity and service delivery.
- Recruited and trained new employees to meet job requirements.
- Negotiated pricing with underwriters and brokers to optimize coverage terms.
- Identified coverage gaps in contracts and proposed enhancements.
- Monitored team performance through improved workflows, ensuring regional consistency and efficiency.
- Conducted audits of agency management systems to enhance operational efficiency and identify training needs.
Commercial Lines Senior Account Executive
Patracorp
Loganville
05.2020 - 09.2021
- Prepared renewals through strategic marketing, plan analysis, coverage gap identification, and pricing negotiations with underwriters.
- Balanced responsibilities by providing exceptional service to international brokers and delegating tasks to account management assistant.
- Managed a large, complex reverse flow international book of business effectively.
- Demonstrated discipline in overseeing accounts and account management team while working remotely.
- Guided and trained new hires on procedures, service standards, and management of international book of business.
- Served as primary resource for account managers regarding service coverages and market-related inquiries.
- Coordinated with overseas teams to streamline workflows and resolve operational issues.
- Troubleshot agency management system issues for account managers, addressing training needs.
Commercial Lines Small Business Leader
Marsh & McLennan
Fort Lauderdale
01.2011 - 03.2020
- Managed client relationships, ensuring alignment with business objectives and needs.
- Built and managed relationships with insurance companies and wholesale/brokers in order to advance company goals
- Streamlined processes across multiple departments, enhancing operational efficiency and reducing delays.
- Implemented best practices in project management to enhance team performance.
- Established clear workflows and defined goals to enhance client experience and productivity.
- Collaborated with senior leadership to implement profit and growth objectives across teams.
- Monitored team improvements through enhanced workflows, ensuring consistency and operational efficiency.
- Provided guidance on client presentations and resolved escalated client issues effectively.
- Conducted bi-weekly audits of performance aligning with agency best practices.
- Developed comprehensive business plans to support organizational goals and strategies.
- Reviewed monthly reports on workflows, open tasks, and team member performance metrics.
- Built high-performance team of 6 employees through career development, coaching, and performance management.
- Managed outsourcing team, ensuring task accuracy and timely issue resolution while developing effective workflows and procedures.
- Managed staff oversight and approved expense reports for operational compliance.
- In-house communicator of agency management system changes and updates to the Florida offices
- Project leader for system conversions of acquired agencies and trouble shooter for post conversion
Education
MBA - Business Administration
Florida International University
Miami, FL05-2014
Skills
- Customer retention strategies
- Operations management
- Performance analysis
- Workflow optimization
- Team management and leadership
- Employee training and development
- Coaching and mentoring
- Conflict resolution techniques
- Adaptability to change
- Departmental organization
Certification
- Property & Casualty 220 GA resident license
- AIAM designation
- CISR designation
Timeline
Commercial Lines Middle Market Leader
Brown & Brown
10.2024 - Current
Commercial Lines Team Leader
CBIZ
09.2021 - 10.2024
Commercial Lines Senior Account Executive
Patracorp
05.2020 - 09.2021
Commercial Lines Small Business Leader
Marsh & McLennan
01.2011 - 03.2020
MBA - Business Administration
Florida International University