2025 MVPs: Top CSRs and Account Managers

Shannon Bailey has been in the insurance industry for over 20 years, developing a broad range of expertise in various markets.

"While I wouldn't say I specialize in a single market segment, I consider myself a well-rounded generalist with deep experience supporting mid- to large-sized clients across a wide range of industries," said Bailey, a client manager at C3 Risk and Insurance in San Diego, California.

"This exposure has allowed me to develop a deep understanding of diverse insurance needs, risk profiles, and compliance requirements," she said. "Over the years, I've honed my skills in everything from policy administration and audit management to coverage analysis and claims coordination."

As a client manager, she prioritizes building strong, trust-based relationships with both clients and carrier partners.

"I've worked alongside talented teams, underwriters, and producers, gaining invaluable insights that have sharpened my ability to navigate complex policies, streamline renewals, and proactively address potential issues before they arise."

Bailey credits her exceptional mentors for shaping her technical expertise and her approach to client service. She strives to pass those lessons along to her team.

"I'm known for my attention to detail, responsiveness, and ability to translate technical insurance language into clear, actionable steps for clients," Bailey said.

"My goal has always been to deliver exceptional service and help clients feel confident that their business is well-protected."

Bailey takes pride in being someone others can count on to get the job done right—with professionalism, care, and a solution-focused mindset.

Jackson Owens hit the ground running as soon as he graduated college, joining BKCW in Killeen, Texas, after earning a degree from Texas A&M Central Texas in 2021.

He entered the BKCW Commercial Lines training program and then joined the agency's large commercial account team to handle the day-to-day service needs of the agency's clients.

"The book I work on is approximately $28 million in premium and $3.5 million in revenue," said Owens, who works as a commercial lines account manager. He serves a diverse roster of clients, from construction to non-profits to refuse haulers, among others.

Owens feels fortunate to have a great team that helps mentor him, encouraging him to continue growing in his role.

"From my fellow team members to management, I have always felt supported," Owens said. "That is an excellent feeling in your first real job and in such a challenging industry to learn. My next step in growing will be to apply for the team lead position opening soon."

Owens' clients know they can reach him whenever they have an issue.

"I believe you do whatever it takes to ensure the client is taken care of," he said. "Whether that means coming in early, staying late, or doing something over the weekend, I feel that is what our clients need and deserve from me."

Owens said he treats clients as he would want to be treated.

"I know that if I were the client, that's what I would want and value in a relationship," Owens said. "When I leave for the day, I want to feel like I've done everything necessary to protect my clients and the agency."

Jocelyn Wild made a career change almost 20 years ago and never looked back.

"I joined Morris & Garritano in 2007, transitioning from a background in title and escrow to a new career in insurance," said Wild, an account manager with Morris and Garritano in San Luis Obispo, California.

She started as an assistant to account manager Greg Morris in the commercial lines department and, in five years, worked her way up to account manager. While her role shifted over time, she continued to build operational expertise and client support experience.

"Eventually, I returned to the account manager role, ready to manage a book of business again with renewed focus," Wild said.

"A pivotal moment came in 2024 when the agency restructured the way commercial lines serviced clients and introduced the construction specialization unit," Wild said. "Given my extensive experience with contractor accounts, I requested to join the unit."

The move to a specialization allowed her to refine her skills, she said.

"Being surrounded by knowledgeable peers and supervisors and working within a culture of collaboration has helped me succeed and grow," Wild said. "Over 17 years, I have formed strong relationships with clients, guiding them through the year and especially through the often stressful renewal periods, even in today's challenging market."

Wild says it's a pleasure working with her clients. "I believe I have the best clients, and it's been an honor to serve them."

Account executive Amanda McQuaig-Beck has worked her way up the ladder over the past nine years, starting out as an intern at the firm. Today, McQuaig-Beck manages a book of business with more than $16 million in premium working for two producers at Longwood, Florida-based Insurance Office of America (IOA).

"I've quickly risen through the ranks at IOA and was given the Account Executive of the Year award for Florida, which is our largest region," said McQuaig-Beck. "I'm also one of the youngest account executives ever at my agency, as I was only 27 at the time of my promotion to AE."

McQuaig-Beck specializes in multifamily real estate, particularly apartments. "My book includes just about every type of apartment out there including garden-style apartments, Low Income Tax Credit (LIHTC) properties, Section 8 housing, and luxury high-rise apartments primarily in the Southeast and Midwest," she said.

McQuaig-Beck enjoys opportunities to give back to those who have mentored her and to mentor the next generation of insurance professionals, joining numerous initiatives and training/development programs at her agency. McQuaig-Beck also serves as a subject matter expert for the Citizens Property Insurance initiative.

"Being given the opportunity and trust to chart my own path is the reason I've been so successful," said McQuaig-Beck. "Without being given the chance to reach my full potential, I wouldn't be in the position that I am today. I'm extremely appreciative of everyone that's helped me along the way and put their trust in me."

"My career began in 2001 as a small business producer, writing coverage for anyone willing to have a conversation," said Mark Mason, manager of client strategy with Sterling Seacrest Pritchard in Atlanta, Georgia. "I was very much a generalist, but contractors made up the largest segment of my book of business," Mason said.

Mason says that he honed his skills for the first seven years, focusing on his technical skills, including obtaining his CIC designation. Then he decided to transition to a service role acting as a senior client service executive for a small team at the time.

After five years as an executive, Mason moved to Sterling Seacrest Pritchard, transitioning into the middle and large market space specializing in construction. Today, he leads the office's construction service team in Atlanta, which includes eight producers and 12 direct reports.

Mason attributes his success in part to continuous learning. "Education through organizations such as Risk and Insurance Education Alliance and the Institutes is a must to keep up with industry trends, but positioning yourself around the right people from a mentor standpoint is critical," he said.

"I've learned valuable insights from many colleagues over the course of my career," he added.

While managing a book or business along with leading a team can have its challenges, he said, but now he's in a position to help create the next generation of leadership.

"My strategy is to lead someone to the best solution or answer through questions rather than simply providing an answer," Mason said. "Today, I find mentoring just as rewarding as new business wins."

Erin Lee is "a rockstar teammate, a quiet leader, and an irreplaceable part of our agency's success," said her nominating co-worker at Robertson Ryan Insurance in Milwaukee, Wisconsin.

"Erin is a seasoned powerhouse in our agency, serving as a senior account manager on our commercial lines team and doubling as a trusted team leader," they said. "We're lucky to have her."

Lee has over 25 years of industry experience and brings a level of insight and professionalism that sets her apart.

"Her wealth of knowledge, calm demeanor, and unmatched work ethic make her a go-to resource within the team," her nominator said. "Whether it's navigating complex client accounts or training new hires, Erin elevates every task she touches. She sets the bar higher for us all."

Lee not only has decades of expertise, she shows up for her team and clients every day, according to her co-workers, leading with humility and often putting others' needs ahead of her own.

"And she never hesitates to lend a hand, even when her own plate is full," they added.

Recently, one of the agency's producers lost their account manager, and Lee stepped in and added the responsibilities to her own role.

"She not only stepped up in the management of his book of business (in addition to her own workload)," her nominator said, "she also was valuable in guiding his new support person with steady mentorship."

"I will always jump in to assist when an occasion arises and help is needed, whether it is to help run a book when a producer is waiting for a new account manager, lend hands-on training to account managers, or simply helping out when a special project is presented," Lee said.

Lee says to be a "super star" account manager, it's important to always remember that "you are an intermediary, so you represent the carrier and the client." Education is critical. "Give your clients your best work," she added. And "admit you will not know all the answers" but will "find them."

And "always strive to grow and learn something new."

The skills someone needs for insurance industry success don't always have to come from years in an agency.

Rachel Colón, an account manager at Concierge Insurance Solutions in Wynnewood, Pennsylvania, has only been in the industry for two years. However, her previous careers in corporate merchandising and occupational therapy gave her essential insights that she's used in her insurance career.

"My experience in corporate merchandising helped me to develop strong organizational skills essential for managing complex accounts," Colón said. "My background working as an occupational therapist provided me with the skills for assessing needs, setting goals and timelines, and working collaboratively to meet the needs of our clients."

Today, she serves the high-net-worth market.

"My background includes a holistic approach to care, which is crucial to providing the best service uniquely tailored to each of our clients," she said. "I enjoy getting to know our clients and their families, as well as value feeling part of a work family. Paying attention to detail and having a questioning attitude helps to best support our clients' needs."

The ability to multitask and handle multiple projects throughout the day is key, as is communicating with both clients and team members throughout the process. Colón also enjoys training other team members and is ambitious in pursuing her own education.

"Every day presents a new challenge or opportunity, which makes this career exciting," she said. "It is important to build relationships that challenge and motivate you as you work together to find solutions within the high-net-worth space."

Jacqueline Cavanagh began her 18-year career at a small, family-owned agency, where she learned the value of personal attention and community-based service—principles that continue to guide her work today.

After 14 years, she transitioned to a larger agency, took on a role as an account manager, and soon moved to the risk placement team. Now, she is a licensed property and casualty agent and serves as a commercial account associate at Mackoul Risk Solutions in Long Beach, New York.

"I began getting to know and understand the process of remarketing renewal business and marketing new business," Cavanagh said.

"Throughout my career, I have worn many hats: from discussing coverage options with clients to completing applications and submitting renewals, to remarketing existing policies, and handling new business marketing submissions," she said. "I've also gained hands-on experience in agency accounting, which provided me insight into the operational side of the business.

"In 2023, I joined the Mackoul team and have grown and learned even more—I really enjoy my job (and) the team of people I work with."

Cavanagh says that starting in a small family-owned agency has been very helpful throughout her career. "This gave me exposure to all aspects of agency operations from client interactions to back-office tasks," she said. "Working on applications, renewals, remarketing, and accounting gave me an understanding of the business and made me adaptable."

She worked in both personal and commercial lines, giving her a broad knowledge base, which in turn made her comfortable working with various client needs, industries, and risk profiles.

"I am a team player and always willing to jump in and help," Cavanagh said. "I work well independently and as part of a close-knit team. I am organized and able to prioritize my work in a way that is most efficient for myself and my team."

What's helped her be successful is to always be reliable, adapt to market changes, and have a strong commitment to professional growth.

Sarah Hatcher began her insurance career five years ago when she was hired as an account analyst in the Employee Benefits department at Sterling Seacrest Pritchard in Atlanta, Georgia.

"I had a degree in public health, so I came into the industry with a very basic understanding of healthcare and medical insurance," Hatcher said. But working in insurance wasn't her initial plan.

"I wouldn't say initially I was super excited about working in insurance...what 22-year-old would be?" she said.

"However, that quickly changed, and one day, I realized I actually found it really interesting and enjoyed getting to help people navigate healthcare," Hatcher said.

"When you find something interesting, you tend to learn it quickly, and before I knew it, I was managing my own book and getting promoted."

Now, she has been a client service executive for almost three years.

"I work primarily on accounts with self-funded medical, and that's been an area I've really enjoyed growing into over the past couple of years," Hatcher said.

Working with a wide variety of clients is not only interesting but helpful.

"I think that is something that has helped me most with my personal growth," she said. "I've worked on everything from five life fully insured groups to 5,000 life self-funded," she added.

Her clients are located all over the country and in all types of industries.

"I think the role changes for each group, whether it be with the benefit technology, compliance, funding arrangement, etc.," she noted. "Every group has different needs and expectations, and I think the opportunity I've had to work with groups on all ends of the spectrum gave me a great perspective on the industry as a whole."

Being a constant learner who is willing to do "the research" is essential to success in her role, she said. "I've always been a bit of a know-it-all, and in this case, I think it's been a helpful trait. I like to know the answer, and I like to be right."

Her team has always supported her ambition, she said.

"I've never felt that my age or years in the industry were holding me back. I've had leaders who have trusted me and given me opportunities to prove myself," Hatcher said. "I've had mentors who have answered my millions of questions, and I've had managers that not only acknowledge my strengths but let me lean into them and grow in the direction they take me."

Lauren Yost is the go-to person when you need information at Mackoul Risk Solutions in Long Beach, New York.

"When I first started, I knew very little about commercial insurance," she said. "My company gave me all the tools and resources I needed to help me understand a complex and difficult line of work."

"I created ‘cheat sheets' and spreadsheets to help keep everything organized," Yost said. "This includes everything from where we send in endorsement and loss run requests, umbrella carrier guidelines, codes to use in ACORDS within Epic, all of our portals and who the admins assigned to each are, among other things.

I also utilize a program to record workflows, so the staff has a step-by-step guide on how to do things."

Yost started at Mackoul Risk Solutions in 2014 and has been a CSR for 11 years. Now, coworkers know they can come to her for guidance, she said. She works to make sure that she remains an "approachable person" so that newer recruits are comfortable coming to her to ask questions.

"I will always remember where I started and how confusing it can all seem in the beginning."

A knack for problem-solving and a philosophy to "work smarter, not harder" has served her well.

"Insurance is constantly changing by the day, and I feel it's my job to help everyone in my office stay organized and get their work done," she said. "I like knowing that my coworkers can rely on me to help them with any questions."

Amy Matthes spent 25 years in the restaurant industry before going back to school to earn a degree in risk management and insurance.

Now, she has been in the insurance industry for 12 years and serves as an account manager in employee benefits at Sterling Seacrest Pritchard in Atlanta, Georgia. She manages clients ranging from two to 500 lives, handling all aspects of benefits account management, from open enrollment meetings to strategic planning and claims management.

"There are always new products, technology, and compliance to learn about in our industry, and it is important to stay up to date on these new developments," Matthes said.

As a chef in her previous restaurant career, Matthes says she wore many hats, including HR, cost management, creative talent, and team leadership. "All roles that transfer to the corporate world."

She made the switch to insurance and risk management to focus more on the business management and says she has always been an advocate for the industry and what it offers.

Her advice to others: "Do not be afraid to ask questions and always ask for help if you need it. In time you will build your knowledge and expertise in the insurance world," she said. And never stop learning.

"I have found as long as I remain teachable, I will be successful."

From her start on the carrier side to training global teams, Brandi Hummer has seen all sides of the insurance industry.

Hummer, an account manager at C3 Risk and Insurance in San Diego, California, began her career on the carrier side in 2005, working in the small business division at Fireman's Fund Insurance. In 2009, she transitioned into the entertainment division in the same role before being promoted in 2011 to supervisor/team lead for the entertainment operations team.

In 2017, Hummer became a subject matter expert in entertainment operations and played a key role in training a newly established team in India.

"In 2019, I made the move to the agency side of the industry, starting as a client administrator, then progressing to an account manager," Hummer said. "I'm now proud and grateful to be part of the team at C3."

Staying adaptable and being open to opportunities while learning from mistakes is all part of learning and advancing, she said.

"I believe it's important to stay open to learning new things and continuously evolving," Hummer said.

"While past experience is valuable, it's just as important to remain flexible and not rely solely on what you've previously learned—things change, and growth comes from adapting," she said.

"What I knew yesterday might be different tomorrow, and I've learned to adjust, keep moving forward, and embrace the learning process," she added. "Listening and learning from others is just as important as sharing what you know."

Making personal connections and treating each client and team member with kindness and respect goes a long way, she added.

"I try to approach everyone like I already know them—ask how their day is going, make a connection," Hummer said. "It's the little things that help build strong relationships and a positive work environment. Helping others succeed is one of the most fulfilling parts of being in this industry."

Susan Vanek started working at Connor & Gallagher 19 years ago—in a temporary position. At that time she wasn't sure where the job would take her.

"I started as a temp receptionist, and within two months, they hired me as full-time receptionist, and I have grown from there," Vanek said. "I made my way through every position at the agency."

She has spent time working in the firm's small business department, working on both renewals and new business. Then she moved into a customer service representative role where she spent a few years learning "the ins and outs of how insurance operates," she said.

"After developing my skills as a CSR, I proved myself enough and was promoted to the account manager role," she said.

Vanek says she enjoys "fixing" accounts and investigating difficult insurance situations for clients. Now she serves as the agency's key account manager, focusing on complex and large accounts.

"I love working on these accounts because I love finding solutions and I love being the go-to person for my clients," she said. "The clients come to me for answers, and I love that," she said. "They put their trust in me and know that I will be honest and open with them."

Vanek takes great pride in helping others in the firm as well.

"I am a mentor to my entire department and also assist my department director. I wear at least three hats at all times and can multitask like a champ," she noted. "I will never say ‘that is not my job,' and I am always a knowledge source for any and all team members."

If she doesn't know the answer, she finds it. "I teach myself. The more I know, the better I am."