Michelle Salow gets creative to help her clients serve their communities.

"In the nonprofit realm, I look for insurers who offer on-site loss control, telephonic medical triage, and other safety measures to mitigate claims and lower our clients' premiums," said Salow, an executive account manager who focuses on nonprofit and non-emergency medical transportation.

"For our medical transportation clients, who are on the road at all hours, safety is the top priority," she said. "I work with our clients' captive insurers to offer robust loss control services that take a hands-on approach to safety—including on-site visits, webinars, and online safety resources."

Salow joined Heffernan Insurance Brokers as an assistant account manager in 2003 and moved to large commercial accounts as an account manager in 2015. In addition to her account management responsibilities, Salow helps mentor colleagues and handles highly technical specialty projects.

The result of her out-of-the-box strategies, technical skills, and industry expertise is coverage and limits that "keep rigs on the road," she said.

"If I can find these kinds of creative ways to reduce our clients' premiums or lower their deductibles, that puts more money into their pockets so they can better serve their clients, their employees, and their communities," Salow said.

Susan Cummins began her insurance career at The Plastridge Insurance Agency in December 1982, starting as a file clerk and eventually advancing to personal lines account manager. With over four decades in the insurance industry, she works every day to make a meaningful impact on the lives of both her clients and her peers.

Cummins was promoted through the ranks and eventually became team leader for the personal lines department, overseeing account managers, supporting their development, monitoring continuing education, and ensuring high standards of ethics, compliance, and customer service. She enjoys the opportunity to work with individuals and families to design coverage solutions tailored to their risk exposures and that will help them meet their financial goals.

Cummins credits the agency's supportive leadership team, an emphasis on continuing education, and a culture of open communication and collaboration for her long-term success and career progression. The positive work environment fosters her commitment to strong relationships with clients and colleagues, professionalism, integrity, and mentoring others.

Sherri Hanish isn't afraid to get her boots dirty.

Hanish, a senior commercial lines account manager at Ethos Risk Management, has developed her expertise in farm and construction accounts through professional development opportunities and meeting clients where they live, literally. She said the most valuable part of developing her expertise was gaining firsthand, "boots on the ground" experience.

"A producer took me directly to farms so I could truly learn and understand the business from the client's perspective," Hanish said. "That hands-on exposure allowed me to see daily operations up close, understand the equipment and processes involved, and recognize the challenges farmers face in protecting their livelihoods."

Agribusiness clients value working with someone who understands the realities of their business, and Hanish takes pride in being a trusted resource and advocate for them.

Hanish graduated in 1996 with a degree in communications and planned to pursue a career in broadcasting. However, after being hired at an insurance agency, she quickly discovered how much she enjoyed the opportunity to help clients protect what matters most to them.

Starting in the insurance industry from the ground up taught her the value of adaptability and teamwork.

"I have never been afraid to do whatever the job requires, and I believe being willing to step in and help wherever needed is an important part of being a dependable team member," said Hanish. "Those experiences gave me a strong appreciation for every role within an agency and helped build the work ethic I carry today."

Kathleen Fuoss-Laurent is a self-proclaimed "insurance nerd."

The IPG account executive specializes in habitational and large property accounts and has earned several designations, including CPCU, CISR, AU, API, and AINS.

But there is another side to her success.

"When training new hires, I often tell them, 'I can teach you insurance, but I cannot teach you to care,'" Fuoss-Laurent said. "Technical knowledge can be learned, but compassion, responsiveness, and dedication are what truly make a difference in this profession."

"To be successful in this role, you have to care when a client's email or phone call goes unanswered, and you have to care when negotiating the best possible coverage and premiums on their behalf."

Fuoss-Laurent started her insurance career after graduating from the University of Illinois Urbana-Champaign in 2005 with a double major in accountancy and finance. After an initial stint with a national carrier as a commercial lines underwriter, she transitioned to the agency side and joined a national insurance brokerage. She was then approached to help launch a new branch office for Insurance Providers Group.

"Beginning my career as an underwriter gave me a strong foundation in coverage analysis, risk evaluation, and carrier relationships, while my agency experience has allowed me to focus on advocacy, service, and long-term client relationships," she said.

"Over the past 10 years with IPG, I have taken great pride in helping grow the office while fostering the collaborative, family-oriented culture that makes our team so special."

When it comes to serving Montana contractors, farmers, and ranchers, Bobbie Patterson said that strong relationships are the foundation of success.

"Throughout my 16 years in the insurance industry, my greatest resource has always been the relationships I have built with colleagues, clients, and carrier partners," said Patterson, who specializes in serving contractors and farm and ranch operations.

Patterson is an account executive and team lead for assistant account managers with Leavitt Great West in Billings. She holds both the CISR and CIC designations along with a bachelor's degree in accounting, which she said provides a solid foundation for her analytical approach to risk management, financial analysis, and audit dissection.

"This expertise enables me to assist clients in understanding and managing the financial and operational aspects of their insurance programs," Patterson said.

When she combines her education with the practical and technical knowledge she has gained from experienced mentors, Patterson becomes a reliable resource for her clients. Being a part of their success, and the success of their communities, is its own reward.

"Whether I'm helping a client navigate a complex issue, mentoring a teammate, or volunteering in my community, I strive to do it all with a smile," Patterson said. "It's a simple philosophy, but one that has helped me build strong relationships and make the work enjoyable for everyone involved."

Starting as an intern at Sterling Seacrest Pritchard (SSP) in 2019, Sara Penn Fleming joined the agency full-time as an account analyst after graduating from the University of Georgia.

Today, Fleming is a senior client service executive with a diverse generalist book of business and a growing concentration in poultry, hospitality, and technology accounts.

Fleming relishes really getting to know clients and digging into their potential risks and coverage opportunities.

"I genuinely enjoy developing long-term partnerships and taking the time to understand each client's business so we can continuously enhance and strengthen their insurance program," she said.

"I also take pride in being someone my clients and teammates can rely on, whether that means helping navigate challenges, identifying opportunities for improvement, or simply being a trusted resource and advocate," she said.

Supportive leadership at SSP has been key to Fleming's professional development.

"Finding leaders within SSP whom I admire and learning from their experience has helped me grow both professionally and personally," Fleming said. "Over the last several years, I have also had the opportunity to do the same for newer colleagues within SSP, which has been especially rewarding and something I truly enjoy."

Lauren Gundersdorf's career advice? Stay curious.

"I constantly ask the questions. I am always working toward the best outcome for our clients, even if that means thinking outside the box," she said. "I do not want to be stagnant. There is always something to learn, and embracing that has made me a better client manager and colleague."

Gundersdorf has been in the insurance industry for almost 12 years and specializes in large real estate (multifamily habitational) and construction accounts at The Mahoney Group.

Part of staying curious is pursuing professional development opportunities. Gundersdorf is getting her CISR designation and is in the process of completing her CIC designation.

"I started under an amazing mentor that pushed me to learn, take on more accounts, and grow my insurance knowledge with a book of business that included many types of risks," she said. Today, she loves mentoring others and serves on committees for developing agency standards and service team training standards.

"It is so rewarding to work with others, share my knowledge, and pay forward what my mentor did for me," she said. "I have always felt we are only as good as the people around us."

"Working toward common goals and helping lift others up is the greatest part of my job."

If you're looking for the voice of experience, talk to Kimberly Garza at Higginbotham Insurance Agency.

Garza has been in the insurance industry for 38 years, serving the last 14 on the insurance agency side. She holds four designations: Accredited Customer Service Representative, Certified Account Manager, Certified Insurance Service Representative, and Texas Independent Insurance Advisor.

"I am passionate about my work and helping anyone on my team and all of our clients," Garza said. "I strive to provide the best service that I can to my teammates and our clients."

Garza manages high-volume workloads while still providing responsive, high-quality service to clients of every size. "My service is what transforms new accounts into long-term relationships," she said.

Garza's producers see her as a leader and a critical part of the team's success.

"Kim is about lifting others up, solving problems quietly and effectively, and ensuring that clients and colleagues are fully supported no matter how challenging the situation may be," said one producer. "She frequently steps in before anyone even realizes help is needed, whether it's assisting with a complex renewal, coaching a new team member, or smoothing out a client situation behind the scenes."

Another added, "When I've earned a client, Kim is the reason they stay. Her year-round dedication builds trust, loyalty, and confidence in our agency. Clients frequently tell me that the service Kim provides is unprecedented and far beyond what they have experienced elsewhere, and that she is a major reason they will always do business with us."

Rafael Rivera is a CSR who can do anything and always goes above and beyond.

That's the word from his nominator at Brightway Insurance, where Rivera has worked since 2020.

Joining the agency in the middle of the COVID-19 pandemic, Rivera, who lives in Puerto Rico, has changed the way the Jacksonville, Florida, office does business.

"He had no prior experience in insurance, and when he came on board, he immediately hit the ground running with learning systems, processes, carriers, and customers alike," said his nominator.

Rivera is always willing and ready to help the team as well as pick up any heavy-lifting items insureds may call in about, they added. As the business has rapidly evolved over the last five years, Rivera has been ready to adapt to every challenge in the Florida market.

"The biggest piece that he has brought to our team is his overwhelmingly positive attitude every single day, every single transaction," the nominator said. "A huge functional asset is that he is very bilingual and has been able to help interpret for our Spanish-speaking clients, realtors, and loan officers to help bridge the communication gap."

Ashley Zumbado balances high-tech account management with high-touch client service.

Zumbado is an Acrisure senior account manager in private client services with over 16 years of experience across personal lines insurance, information systems, process improvement, and data/financial analytics. Her background is centered on managing high-net-worth and ultra-high-net-worth client portfolios, with a focus on complex risk placements, including homeowners, excess liability, flood, and specialty coverages.

"Throughout my career, I have developed expertise in coordinating multi-layered accounts, working closely with carriers, family offices, and internal teams to deliver tailored insurance solutions," Zumbado said.

"I am experienced in renewal strategy, remarketing, and navigating challenging market conditions while maintaining a high standard of client service and communication."

Zumbado also works in creating a successful agency environment, improving workflows, ensuring compliance, and maintaining thorough documentation aligned with E&O best practices. She is researching the application of artificial intelligence within the high-net-worth personal lines space, focusing on leveraging AI to improve client experience, data analysis, and operational efficiency.

Staying up to date with technology and having a meticulous attention to detail are part of her proactive approach to account management—anticipating client needs, staying ahead of renewal timelines, and clearly communicating market conditions and coverage strategies, she said.

"In a challenging and evolving insurance landscape, I prioritize transparency and education so clients can make informed decisions, particularly when options are limited or require strategic compromise," Zumbado said.

Adriana Londono stays ahead of her clients' needs.

Whether it's endorsements, policy changes, renewal details, or emerging risks, she is in constant, proactive communication about upcoming changes and challenges, taking each client's individual situation into account.

Londono has served as a customer service representative for eight years. Her bilingual abilities allow her to serve a diverse customer base, ensuring effective communication throughout every stage of the insurance process. Her willingness to educate and thorough explanations instill confidence in her clients, which contributes directly to high levels of satisfaction and retention.

Londono is also known for staying calm and composed under pressure, whether managing complex trucking accounts or assisting coworkers. Her ability to consistently go above and beyond sets her apart, said her nominator.

"Her dedication, professionalism, and willingness to help make a significant impact on the team and the level of service we provide every day," they said. "She not only meets expectations but exceeds them by ensuring both clients and teammates feel supported and valued."

Lisa Vu was the first employee hired by InsureCAL Insurance Agency and has played a foundational role in its growth and success for over 11 years.

"Lisa is truly the backbone of InsureCAL," said her nominating coworker. "She has the rare ability to balance a heavy workload without ever sacrificing accuracy or customer service. Commercial and farm insurance accounts often involve complicated coverages, strict timelines, and constant communication, and Lisa handles it all with consistency and professionalism.

"She keeps the agency running smoothly by making sure every detail receives the attention it deserves."

Specializing in commercial and farm accounts, her years have earned the expertise that allows her to anticipate complex issues before they arise and provide proactive support to clients.

Vu is also known for patience and positivity, making her a go-to resource for those in the office who are learning the ropes or navigating challenging issues. She is known for building strong relationships with clients, carriers, and colleagues, fostering trust and collaboration.

"From the beginning, she has played a vital role in helping build the agency into what it is today through her dedication, professionalism, and unmatched work ethic," her nominator said. "Lisa represents everything that an outstanding CSR should be: knowledgeable, dependable, hardworking, compassionate, and committed to excellence."

Candace Ward has over 20 years of experience in the insurance industry and is recognized for her expertise in managing complex commercial accounts at Robertson Ryan Insurance.

The RRI management team said, "Not only is Candace Ward one of our agency's top-performing account managers, but she always brings a smile and positive attitude, no matter the situation. She consistently goes above and beyond in her duties and goes the extra mile to take care of her clients as well as her colleagues."

Ward has built a strong foundation in commercial insurance, holding both CIC and CPSR designations. She has served in account management roles, including account executive and commercial account manager, with a particular focus on hospitality and educational institutions, including colleges and large hotel risks.

Ward also consistently goes beyond her core responsibilities, contributing to collaboration across departments and helping improve agency processes. She recently took on the role of agency bill specialist in addition to her account manager duties, helping to bridge the interdepartmental gap and increase agency-wide collaboration.

Ward's ability to anticipate challenges and provide thoughtful, flexible recommendations has earned her the trust of both clients and colleagues.

Stephanie Lombard-Villa's management team calls her "an absolute rock star."

Her producer says Lombard-Villa is vital to the team's success and "an absolute joy to work with."

With almost three decades in the industry, Lombard-Villa began as a receptionist but quickly grew into a customer service and account management role. She joined Robertson Ryan Insurance in 2017 with a strong CSR background.

Since then, she has developed deep expertise across multiple lines of coverage—particularly in complex professional liability areas—and is known for her hands-on, responsive approach to client service. Her specialties include professional liability, such as medical malpractice, cyber liability, and management liability.

Lombard-Villa is recognized for her responsiveness and ability to provide clear, timely solutions. Clients and colleagues rely on her to navigate challenging situations with confidence and accuracy.

While mentorship has played a key role in Lombard-Villa's professional growth, and she continues pursuing professional development, she is now a recognized team leader and an invaluable resource for her team.

Fusco Orsini & Associates Insurance Services CEO Michael "Mike" Fusco says the agency is built on the excellence of people like Amanda Orsini, a senior CSR with Fusco Orsini & Associates for over 11 years and a lead within the servicing team.

"Other staff members rely on Amanda for support, information, technical updates, and even difficult client situations," said Fusco, who nominated Orsini for the MVP recognition.

"Amanda is also a favorite with our clientele. As the CEO of the agency, I cannot think of a time when a client has complained," Fusco added. "In fact, her excellence in customer satisfaction and relations with our insurance partners has helped our agency grow year-over-year."

Orsini specializes in blue-collar commercial lines, such as construction, hospitality, and manufacturing. Her clients value her responsiveness and professionalism, reflected in her strong retention and long-term relationships.

Orsini's career reflects a commitment to continuous growth, learning, and excellence, Fusco said.

"She joined the agency in 2014 without prior insurance experience but now knows the industry and her role specifically better than any CSR I have ever worked with," he said. "She has taken the initiative to build her skills and deepen her industry knowledge, becoming a trusted expert within her agency."

Vice President Maria Barnowski's nearly 30-year career at Starkweather & Shepley Insurance Brokerage is a powerful example of proactive thinking and determination.

Barnowski joined the firm as a temporary employee in the Word Processing Department in 1997.

While she had some personal lines experience, commercial insurance was a new field. Her proactive approach led her to assist the new business/construction team with critical service tasks, which garnered a full-time position. "My initiative resulted in the creation of a brand-new role—assistant account manager—to which I was promoted in early 1998."

From there, Barnowski took advantage of every opportunity for education and advancement, and now mentors others to do the same.

"Having risen through the ranks from a temporary position, I now find the greatest fulfillment in mentoring the next generation of insurance professionals," Barnowski said. "I draw on my own journey to teach them not only the technical intricacies of the industry but also the foundational importance of relationship-building and unwavering dedication to our clients."

Successful leadership means taking ownership, she said.

"I step into the 'messy' situations, following every issue through to total resolution. If a challenge arises, I don't deflect; I acknowledge it and lead the fix," Barnowski said. "To me, ownership means ensuring the client never has to wonder if their problem is being handled."

Brianna Lisk found her insurance calling early by making a collegiate pivot to finance with risk management and insurance as a "Hail Mary." She learned that she loved the industry.

After interning for Marsh McLennan Agency at their Charlotte, North Carolina, office, she was offered a role with MMA in San Diego, California, after graduation.

"I worked there for three and a half years in their executive lines division as a marketing associate, gaining more knowledge in management lines such as D&O/EPLI/FID/CRM and K&R," said Lisk. "I met some really successful people in the industry who I still look up to."

Eventually, she wanted to move back to North Carolina and joined Childress Insurance Partners in Albemarle, where she now serves as an account manager handling a diverse range of accounts.

"In insurance, you don't know what you don't know, but I learned a lot really quickly when I started this job here in Albemarle," Lisk said.

"There is no niche market here at the agency; we are more of a generalist handling construction, restaurants, retail stores, manufacturing, trucking, colleges, dealers, etc. And when you work on this many different accounts, you learn markets, coverages, and what is needed to help your client really quickly."

"I have gotten to work with some wonderful people and clients through my six years, and I am excited for what's to come," Lisk said.

Carlene Fauver's career fast track has inspired her to lead and support others in their professional development at Higginbotham Insurance Agency.

"The most impactful influence in my career has been the support and encouragement of my coworkers," she said. Now she is happy to pass it on. "Whether it's helping troubleshoot a coverage question, assisting with a servicing issue, or simply being available when someone needs guidance, I am committed to helping others succeed."

Fauver launched her insurance career just six years ago, with no previous experience in the industry. After just two years on the job, she was promoted to the small business unit (SBU) as an account manager and quickly advanced to managing the SBU department. After several successful years in that role, she transitioned into large commercial lines, where she currently serves as a team lead for commercial lines in her office.

Fauver was honored to receive the 2023 Outstanding CSR of the Year award for the state of Mississippi and is now pursuing her CISR designation.

More than just encouragement, she takes concrete steps to push her team forward, such as establishing a dedicated webinar training room and providing her team with a quiet, uninterrupted space for online classes and webinars.

"Creating opportunities for others to learn and grow is something I am deeply passionate about," she said. "I believe investing in knowledge not only strengthens the individual but the entire team."