CLAIRE HOLLAND
Wellington,Somerset
Summary
Experienced insurance consultant with 20 + years of experience turning complex client needs into tailored, high‑value solutions. I have solid experience in Microsoft Office (Word, Excel, Outlook, PowerPoint) and a suite of insurance‑industry platforms—including EDI, Open GI, Sirius, Policymaster, Acturis, Policyfast, Premium Credit, plus numerous online insurer quotation systems. I excel at boosting retention and streamlining renewals, consistently raising customer satisfaction. My clear, empathetic communication and sharp problem‑solving skills help me build lasting relationships and navigate intricate policy details with ease. Detail‑oriented, analytical, and proactive, I’m ready to enhance client experiences and optimise insurance outcomes.
Overview
26
26
years of professional experience
20
20
years of post-secondary education
Work history
Home carer
Caring Experience
Wellington, Somerset
2020.03 - 2026.02
- Facilitated compassionate communication by simplifying medical information and addressing emotional concerns.
- Adjusted medications promptly to mitigate symptoms and side effects.
- Used time‑blocking to juggle unpredictable care demands alongside full‑time work.
- Coordinated rapid emergency response during acute health crises.
- Advocated for patient needs by liaising with healthcare professionals to secure appropriate resources and care.
- Modified care routines to meet evolving health needs.
- Delivered safe mobility assistance and performed wound management.
- Practised patience and mindfulness during repetitive caregiving tasks, maintaining calmness in challenging situations.
Commercial Insurance Consultant
Lloyd & Whyte Group Ltd
Taunton, Somerset
2021.03 - 2025.05
- Conducted telephone and email renewal reviews of practice insurance policies for Dentists, Optometrists & Opticians.
- Contacted clients by phone/email to collect missing data and verify activities.
- Updated policies with claims details and risk improvements to aid smooth referral to underwriters.
- Cross‑checked policies against Insurer flood‑risk data to flag underwriter referrals.
- Calculated renewal premiums, applying claim loadings & discounts before submission to underwriters.
- Identified coverage gaps and cross‑sold complementary insurance solutions.
- Sourced quotes, presented options, set up policies, issued documents and collected payments.
- Managed diary chasers for outstanding client replies, underwriting referrals and revised documentation.
- Partnered with underwriters to design & roll out a streamlined referral process & forms.
- Authored referral guide & trained team on consistent usage.
- Completed 45 CPD hours yearly via Aviva Development Zone e‑learning (including mandatory modules).
- Transitioned to Client Service Advisor, reducing hours to balance caregiving for two elderly parents.
Commercial Account Handler
Towergate Insurance
Taunton, Somerset
2009.08 - 2021.03
- Managed large commercial & SME portfolios (up to £150 k premiums), conducting six‑monthly reviews and renewing/quoting policies.
- Negotiated renewals and new‑business quotations, securing favourable terms with underwriters and maximizing client benefits.
- Oversaw claim lifecycles—from simple motor/household to complex commercial & liability cases—providing advice, setting expectations, and achieving timely settlements.
- Calculated premiums and pricing across diverse product lines with meticulous attention to detail.
- Reconciled accounts and chased overdue payments, maintaining financial accuracy and reducing aged debtors.
- Redesigned filing and post‑document workflows, improving efficiency and ensuring smooth resource coordination.
- Authored and delivered training on the Insurance Act, EDI systems, and Mental‑Health First Aider programmes; received outstanding staff feedback.
- Led end‑to‑end data‑migration projects, ensuring zero‑loss transfers and accurate client‑policy data integration.
- Developed and presented sales‑enablement materials (presentations, PowerPoints) that simplified complex insurance concepts for clients and internal teams.
- Conducted risk assessments and recommended tailored coverage, translating technical jargon into clear, client‑friendly language.
- Cross‑sold and upsold products, driving revenue growth and improving profit margins.
- Provided post‑sale support, handling policy amendments, renewals, and ongoing client inquiries to boost satisfaction.
- Maintained up‑to‑date industry knowledge through continuous professional development, ensuring compliance with regulations (Aviva DevZone online training platform).
Receptionist
Shepherd Harris & Co. Solicitors
Enfield, Middlesex
2008.03 - 2013.01
- Managed incoming telephone calls and greeted visitors to ensure a welcoming atmosphere.
- Transferred calls efficiently to relevant contacts, minimising hold times.
- Responded to emails with accurate information and forwarded pertinent messages.
- Received, sorted, and distributed packages and mail to appropriate recipients.
- Maintained cleanliness of lobby area to uphold professional standards.
- Re-organised reception workspace for enhanced efficiency and visual appeal.
- Developed Receptionist training handbook to establish clear training protocols for future staff.
Administration Assistant
Master Cover Insurance Services Ltd
Enfield, Middlesex
2007.05 - 2007.10
- Answered telephone calls and emails, routing inquiries to relevant Account Managers.
- Managed incoming post by opening, allocating, and distributing items efficiently.
- Cleared postal backlog of several months, supporting motor insurance administration staff.
- Processed mid-term adjustments, calculated premium changes, and issued revised paperwork.
- Coordinated diary management by following up with clients for documentation and payments.
- Pursued Insurers for timely provision of revised documentation.
Data Entry
Warburton Ltd
Enfield, Middlesex
2007.03 - 2007.05
- Administered and entered bake temperatures data accurately.
- Redesigned and maintained data spreadsheets for enhanced usability.
- Distributed final spreadsheets to department managers via email.
- Organised and archived five-year backlog of bake figures efficiently.
- Prioritised workload to complete tasks during unsupervised shifts.
Sales Assistant
Superdrug Plc
Enfield, Middlesex
2006.11 - 2007.03
- Fostered a welcoming store environment by maintaining clean and well-organised displays.
- Ensured stock replenishment in a timely manner to maintain product availability.
- Operated cash registers with accuracy, processing cash and card transactions.
- Organised daily merchandise deliveries to sustain optimal shop stock levels.
- Updated price tags with current prices and discounts to enhance customer experience.
- Replenished floor stock and processed deliveries promptly, maximising product availability for customers.
- Balanced multiple tasks simultaneously whilst maintaining high-quality customer care.
- Assisted customers in locating specific items to boost satisfaction.
Commercial Account Handler
Towergate Risk Solutions
Taunton, Somerset
2002.02 - 2006.09
- Progressed from trainee insurance clerk to Commercial Account Handler assisting an Account Executive within three years
- Managed a high‑volume main telephone line: answered calls promptly, captured concise notes, redirected inquiries to the appropriate team members and handled client requests while staying focused and minimizing distractions.
- Monitored home and motor insurance claims, updating status in claims system.
- Issued cover notes for new business and processed policy endorsements.
- Completed eight months of in-house training and obtained IFC1 certification.
- Managed daily policy administration tasks, including data entry and document filing.
- Assisted senior staff with premium calculations and standard product quotations.
- Served a portfolio of repeat clients, addressing inquiries and providing routine service.
- Acted as primary contact for an Account Executive's client book, managing policy changes.
- Coordinated with underwriters to negotiate terms and ensure optimal coverage for clients.
Sales Assistant
Woolworths plc
Taunton, Somerset
2004.10 - 2006.04
- Processed deliveries and re-stocked warehouse, prioritising promotional and sale stock.
- Re-organised department layout and displays, ensuring clear signage and accurate pricing.
- Delivered friendly, efficient customer service to enhance shopping experience.
Administration Assistant
Lloyd & Whyte (Insurance Brokers) Ltd
Taunton, Somerset
2000.11 - 2002.02
- Bought out by Towergate Risk Solutions January 2002, see above
Catering Assistant
NHS – Bridgwater General Hospital
Bridgwater, Somerset
2000.10 - 2001.12
- Received, inspected and logged deliveries to verify quality and maintain proper inventory levels.
- Sanitized workstations, maintained equipment and performed deep‑cleaning of all kitchen tools and utensils after each use.
- Planned and prepared patient meals by reviewing diet orders, pre‑cooking staples, portioning, labelling and documenting each batch.
- Executed hot‑line cooking and assembled trays for breakfast, lunch, and dinner, conducting temperature and quality checks to ensure food‑safety compliance.
- Communicated dietary requirements with nursing staff and accommodated special requests promptly.
- Managed stock using FIFO rotation, performed spot‑checks and reordered fresh/frozen items to keep inventory aligned with meal demand.
- Restocked and cleaned staff canteen vending machines, providing fresh sandwiches and desserts.
- Compiled daily production, waste and incident reports (e.g., power outages, equipment failures) and submitted them to the nutrition manager.
- Collaborated with the team, leveraging strong time‑management and continuous‑learning habits to keep operations running smoothly.
Sales Assistant and Delicatessen Department Head
Somerfield Stores Ltd
Taunton, Somerset
1999.09 - 2000.10
- Operated cash registers and processed payments efficiently, ensuring accurate transactions and friendly checkout experiences.
- Managed stock flow – received deliveries, restocked shelves and prioritized promotional items to maximize sales.
- Promoted to Delicatessen Department Head, overseeing daily operations, opening/closing procedures and counter‑display setup while maintaining safety standards.
- Delivered personalized customer service, slicing, portioning and recommending products to meet individual preferences.
- Conducted daily inventory audits and re‑ordered supplies, guaranteeing a steady availability of fresh items (e.g., rotisserie chicken, meats, cheeses).
- Performed routine cleaning of equipment and utensils, with deep‑cleaning during closing shifts to uphold hygiene standards.
- Coordinated staff rotas, holiday coverage and task allocation, providing on‑the‑job training and supervision to ensure smooth teamwork.
Education
BSc (Hons) - Complementary Health Sciences (Ayurveda)
Middlesex University
London 2006.09 - 2009.04
ITEC Diplomas - Anatomy and Physiology and Holistic Massage, Reflexology, Aromatherapy
Bridgwater College
Bridgwater, Somerset 1995.09 - 1999.06
ITEC Certificates - Safe use of Sports Equipment, Stress Management, Diet & Nutrition Advice
Bridgwater College
Bridgwater, Somerset 1995.09 - 1999.06
VAI Diploma - Indian Head Massage
Bridgwater College
Bridgwater, Somerset 1995.09 - 1999.06
A-levels - A-levels
Bridgwater College
Bridgwater, Somerset 1995.09 - 1999.06
GCSEs - GCSE's
Saint Augustine of Canterbury School
Taunton, Somerset 1991.09 - 1994.07
Skills
- Customer‑Centred Care – consistently go the extra mile to anticipate and meet client needs
- Strong Communication – clear, empathetic verbal and written interactions; able to explain complex information in plain language
- Self‑Motivated & Reliable – punctual, hardworking, and able to deliver high‑quality results independently using initiative
- Quick Learner & Flexible – pick up new procedures fast and adapt to shifting priorities or unexpected situations
- Problem‑Solving & Innovation – devise practical solutions on the spot; enjoy finding smarter ways to do things
- Resilience & Adaptability – balance family commitments with a demanding workload, staying calm and effective under pressure
- ADHD‑Driven Strengths – hyper‑focus on tasks that matter, creative thinking for unconventional challenges and high energy that fuels proactive support
References
References are available upon request.
Timeline
Commercial Insurance Consultant
Lloyd & Whyte Group Ltd
2021.03 - 2025.05
Home carer
Caring Experience
2020.03 - 2026.02
Commercial Account Handler
Towergate Insurance
2009.08 - 2021.03
Receptionist
Shepherd Harris & Co. Solicitors
2008.03 - 2013.01
Administration Assistant
Master Cover Insurance Services Ltd
2007.05 - 2007.10
Data Entry
Warburton Ltd
2007.03 - 2007.05
Sales Assistant
Superdrug Plc
2006.11 - 2007.03
BSc (Hons) - Complementary Health Sciences (Ayurveda)
Middlesex University
2006.09 - 2009.04
Sales Assistant
Woolworths plc
2004.10 - 2006.04
Commercial Account Handler
Towergate Risk Solutions
2002.02 - 2006.09
Administration Assistant
Lloyd & Whyte (Insurance Brokers) Ltd
2000.11 - 2002.02
Catering Assistant
NHS – Bridgwater General Hospital
2000.10 - 2001.12
Sales Assistant and Delicatessen Department Head
Somerfield Stores Ltd
1999.09 - 2000.10
ITEC Diplomas - Anatomy and Physiology and Holistic Massage, Reflexology, Aromatherapy
Bridgwater College
1995.09 - 1999.06
ITEC Certificates - Safe use of Sports Equipment, Stress Management, Diet & Nutrition Advice
Bridgwater College
1995.09 - 1999.06
VAI Diploma - Indian Head Massage
Bridgwater College
1995.09 - 1999.06
A-levels - A-levels
Bridgwater College
1995.09 - 1999.06
GCSEs - GCSE's
Saint Augustine of Canterbury School
1991.09 - 1994.07