Holly Rossell, AAI
Vice President of Operations, Action Advantage Group
Years at company: 9 years
College: Michigan State University, 2002
Organizations: MAIA Board of Directors, Big I YACmember

How does technology fit into your workstrategy?
Technology is a huge part of my day and Iwould be completely lost without it. My work computer has three LEDscreens. I can quote account more quickly by comparing a client’sinformation across the screens. It’s amazing how much quicker youcan accomplish tasks when you can just cut and paste informationacross three different programs. I never leave home without mymobile phone. Having the ability to blast through simple emails onthe road is such a time saver in my day.

How often are you in contact with primarycarriers?
A strong relationship with our underwritersis a part of our success. Email is wonderful for quick day-to-daycommunication, but it’s very important that our staff andunderwriters meet face to face at least once a year to build arelationship. The final piece in a carrier relationship is directcommunication with the executive management team, which you do tobecome more than just a production number in a sea of agencies. Ourtop carriers will send out regional VP’s to meet with us on anannual basis.

What have you learned working in a professionalenvironment?
It is very difficult to achieve yourgoals if you don’t have a strong support staff behind you. I feelthat CSRs are the heart of the agency. They work so hard behind thescenes taking care of clients’ needs. Always be kind and up frontwith your support staff when dealing with an account issue. If youlie or treat them poorly, it will take you a very long time to gaintheir trust and respect back.

How do you see Gen Ys struggle in a professional workingenvironment?
I typically see new young agentsscrambling to write everything as fast as they can. Young agentsneed to slow down and realize building a strong book of businessfor the future takes time. In addition, product and sales knowledgeis very important. I have heard several young agents say, "Oh, Ican’t afford to be out for a full day to attend that class." Let‘sface it, if you don’t know what you’re selling, no one is going tohave the confidence to buy from you.

How did you choose a career ininsurance?
In 2002 I graduated from MSU with a degreein human resources. While I was interviewing for my dream job, Itook a part-time job at my dad’s agency in the accountingdepartment. Before I knew it, I obtained my insurance license. OnceI moved into personal lines sales, I realized I liked helpingpeople through the insurance process and giving them a positiveexperience. Now 9 years have passed and I’ve moved into amanagement role. Every day is a new adventure with differentchallenges.

Who is your mentor?
My father, Ron, is myNo. 1 mentor. Ron has worked in the insurance business for 36years. Through hard work and dedication he’s built a successfulagency that is growing, despite today’s tough economic conditions.Agency management is a very tough role, balancing staff, carrierand client relationships. My dad’s passion for life and insurancejust spills over on everyone at the agency and creates a wonderfulwork environment. The biggest thing he has taught me is to havebalance between work and home life. At the end of the day, whetheryou succeed or fail, tomorrow is a new day to begin again.