Jessica Resner
London,Surrey
Summary
Commercial insurance and customer relationship professional with over eight years' experience across insurance broking, account management and customer service. Cert CII qualified with extensive experience in commercial renewals, new business, key accounts and client relationships. Recently promoted to Senior Customer Service Advisor at M E Duffells Ltd following consistently high performance. Proven ability to build lasting client relationships, exceed performance targets and deliver excellent customer outcomes.
Overview
7
7
years of professional experience
Work history
Senior Customer Service Advisor
M E Duffells Ltd
Croydon
2026.01 - 2026.07
- Promoted in recognition of strong performance and ability to support multiple business functions.
- Support both the Key Accounts and Sales teams.
- Act as escalation point for complex complaints and customer issues.
- Handle up to 60 calls per day whilst balancing key account responsibilities.
- Work with warehouse, logistics and sales teams to resolve customer issues.
Customer Service Advisor – Key Accounts
M E Duffells Ltd
2025.03 - 2025.01
- Managed approximately 50 customer tickets and emails per day.
- Resolved delivery issues, orders and customer enquiries.
- Built strong customer relationships through proactive communication.
Account Handler
Absolute Insurance Brokers
2022.07 - 2024.12
- Supported an Account Executive managing a commercial insurance portfolio.
- Managed around 30 cases per month with premiums from £2,000–£250,000.
- Handled renewals independently while supporting larger complex risks.
- Built strong relationships with clients and insurers and proactively took on additional responsibility.
Account Handler
Clear Insurance Management
2021.09 - 2022.07
- Managed commercial property accounts and renewals.
- Provided tailored insurance solutions and maintained client relationships.
- Provided comprehensive support to senior account executives, aiding team efficiency.
- Identified potential upsell opportunities through careful analysis of clients' needs and preferences.
- Collaborated closely with other Account Handlers sharing best practices and insights.
New Business Handler / Renewals Handler
Towergate Riskline
2019.09 - 2021.09
- Achieved an average 88% retention rate in renewals.
- Progressed to the New Business team in March 2020.
- Handled around 50 new business enquiries per day.
- Consistently achieved a £10,000 monthly new business target.
- Arranged cover for sole traders, construction professionals, household insurance and property portfolios.
Education
Cert CII Level 3 -
Chartered Insurance Institute
LondonNVQ Level 3 - Graphic Design
LondonNVQ Level 2 - Art & Design
Croydon9 GCSEs including English and Maths -
Riddlesdown Collegiate
Skills
- Insurance Systems: Acturis, OGi
- Microsoft Office: Excel, Outlook, Word, Teams, PowerPoint
- Insurance Expertise: Commercial Property, Property Owners, Tradesman, Household, Fleet, SME Risks, Renewals, New Business, Risk Management
- Product upselling experience
Accomplishments
- Promoted to Senior Customer Service Advisor within 10 months.
- Manage around 50 key account enquiries per day.
- Handle up to 60 customer calls per day during busy periods.
- Act as escalation point for complex complaints.
- Managed around 30 commercial insurance cases per month (£2,000–£250,000 premiums).
- Achieved an average 88% renewal retention rate.
- Consistently achieved a £10,000 monthly new business target.
- Experienced user of Acturis, OGi and Microsoft Office including Excel.
Core Competencies
- Commercial Insurance
- Account Handling
- Customer Relationship Management
- Key Account Management
- Commercial Renewals
- New Business
- Client Retention
- Complaint Resolution
- Escalation Management
- Sales Support
- Risk Management
- Stakeholder Management
Timeline
Senior Customer Service Advisor
M E Duffells Ltd
2026.01 - 2026.07
Customer Service Advisor – Key Accounts
M E Duffells Ltd
2025.03 - 2025.01
Account Handler
Absolute Insurance Brokers
2022.07 - 2024.12
Account Handler
Clear Insurance Management
2021.09 - 2022.07
New Business Handler / Renewals Handler
Towergate Riskline
2019.09 - 2021.09
Cert CII Level 3 -
Chartered Insurance Institute
NVQ Level 3 - Graphic Design
NVQ Level 2 - Art & Design
9 GCSEs including English and Maths -
Riddlesdown Collegiate