Dani Serrano
@daniserrano
I build client retention and seamless account experiences across complex service operations.
United StatesWhat I'm looking for
At SBMA/Acrisure, I manage complex member, group, broker, and partner relationships through implementation, eligibility changes, renewals, open enrollment, and COBRA processes.
As an Account Manager V and Team Lead, I partner with sales and onboarding on new cases, train incoming staff, mentor my department, and beta test in-house AI applications while maintaining strong group retention.
My background also includes account management, customer service, training, and operations leadership across Watchlight Alarm Relay, El Patio Mexican Restaurant, and Sykes Enterprises.
Experience
Work history, roles, and key accomplishments
Account Manager V / Team Lead
SBMA / Acrisure, Inc.
Mar 2019 - Present (7 years 6 months)
Managed complex cases and supported groups through implementation, renewals, and open enrollment. Trained staff, beta tested AI application, and maintained high retention rates.
Customer Service / Account Manager
Watchlight Alarm Relay
Aug 2019 - Mar 2020 (7 months)
Managed commercial and residential accounts, resolved complex issues, and trained team members. Contributed to process improvements and technology testing.
Manager
El Patio Mexican Restaurant
Aug 2012 - Jun 2019 (6 years 10 months)
Managed staff, vendors, and customer expectations to ensure operational excellence. Trained and mentored team members and identified revenue opportunities.
Customer Service / New Hire Trainer
Sykes Enterprises
Aug 2010 - Aug 2012 (2 years)
Led training programs for new hires, coached employees on customer experience standards, and evaluated performance. Refined training content to improve effectiveness.
Education
Degrees, certifications, and relevant coursework
ADBanker
Life and Health Insurance Agent Course, Insurance
Completed the 52-Hour Life and Health Insurance Agent Course in 2020, which remains active.
Santa Rosa Junior College
Bachelor of Science, Business Management
Completed a Bachelor of Science in Business Management in December 2017.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Salary expectations
Job categories
Skills
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