Rachel Benjamin Edwards
Ashburn, VA
Summary
Operations-driven professional with 10+ years of experience managing complex workflows, high-stakes client relationships, and compliance-sensitive documentation. Skilled at designing scalable processes, analyzing risk trends, optimizing internal systems, and guiding stakeholders through operational, regulatory, and procedural changes. Recognized for translating complexity into clarity, strengthening communication across teams, and improving organizational efficiency and client outcomes.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Commercial Lines Risk & Operations Specialist (Account Manager)
Welch, Graham & Ogden Insurance
06.2023 - Current
- Serve as primary relationship manager for two of the organization’s largest clients, coordinating high-volume service needs, strategic discussions, and operational improvements.
- Develop workflow documentation, internal procedures, and submission standards that improve consistency, reduce errors, and streamline cross-team collaboration.
- Create and maintain detailed policy and risk comparison spreadsheets for internal and executive-level decision-making.
- Review complex insured and subcontractor contracts to identify compliance risks, insurance gaps, and operational vulnerabilities.
- Lead claims coordination and incident documentation, ensuring timely communication, clear expectations, and accurate file integrity throughout the lifecycle.
- Facilitate company-wide meeting minutes, agendas, and action items to support accountability and operational efficiency.
- Conduct risk and claims trend analysis for high-activity accounts, translating key patterns into actionable recommendations for client operations and compliance.
- Lead workflow testing, troubleshooting, and successful rollout of the EasySend digital claims platform, resolving launch issues and improving user experience.
- Assist in onboarding and evaluation of new hires by participating in interviews and providing leadership with candidate assessments.
Commercial Lines Account Manager
Preferred Insurance Services, Inc.
06.2022 - 06.2023
- Managed workflow, deadlines, and communication for approximately 60 clients with varying operational structures.
- Coordinated renewals, documentation, and cross-team communication to keep projects on timeline and aligned with stakeholder expectations.
- Developed side-by-side analysis summaries and comparison documents to support client understanding and decision-making.
- Maintained detailed records, ensuring accuracy, traceability, and compliance with internal and external requirements.
- Built professional relationships with external partners and vendors to improve communication flow and issue resolution.
Technical Account Manager
Marsh McLennan Agency (MMA)
04.2019 - 06.2022
- Maintained operational accuracy for a multimillion-dollar portfolio through detailed auditing, documentation, and review processes.
- Verified complex data sets across renewals, contracts, and financial documents, identifying and correcting discrepancies.
- Supported cross-functional teams by producing reports, organizing workflows, and maintaining documentation integrity.
- Enhanced operational efficiency through improved contract review workflows and faster turnaround processes.
Commercial Lines Account Manager
Loudoun Insurance Group
03.2018 - 04.2019
- Coordinated client communications, documentation updates, and project timelines across multiple stakeholders.
- Restructured departmental renewal processes for improved organization, consistency, and operational clarity.
- Analyzed and reviewed audit documents, providing clients with explanations, summaries, and actionable recommendations.
Customer Service Specialist
NCG Insurance Agency, Inc.
08.2014 - 03.2018
- Managed high-volume administrative workflows, scheduling, documentation, and task coordination.
- Created proposals, updated records, prepared reports, and maintained communication flow with internal teams.
- Trained new employees on systems use, documentation standards, and workflow processes.
- Provided high-quality support to clients and internal teams while maintaining accuracy and deadline compliance.
Education
Bachelor of Science - Counseling Psychology
Regent University
Virginia Beach, VASkills
- Operations & workflow optimization
- Process documentation & SOP development
- Client relationship & stakeholder management
- Risk identification & compliance review
- Data integrity, audit accuracy & reporting
- Complex contract interpretation
- Cross-functional communication & training
- Change management & systems implementation
- Claims/incident analysis & trend reporting
- Meticulous attention to detail in documentation, analysis, and process execution
- Technical proficiency: Agency Management Systems, Excel, Word, PowerPoint, Digital Forms, Digital Workflow Systems, EasySend, PDF Tools, SalesForce
Certification
- CBIA – Construction Business Insurance Agent – May 2022
- MMA BI Bachelors Program Certified – Sep 2021
- CISR – Certified Insurance Service Representative – Jan 2018
Timeline
Commercial Lines Risk & Operations Specialist (Account Manager)
Welch, Graham & Ogden Insurance
06.2023 - Current
Commercial Lines Account Manager
Preferred Insurance Services, Inc.
06.2022 - 06.2023
Technical Account Manager
Marsh McLennan Agency (MMA)
04.2019 - 06.2022
Commercial Lines Account Manager
Loudoun Insurance Group
03.2018 - 04.2019
Customer Service Specialist
NCG Insurance Agency, Inc.
08.2014 - 03.2018
Bachelor of Science - Counseling Psychology
Regent University
INTERESTS
Holistic medicine, mental health advocacy & mindfulness practices, writing, hiking, nature, personal development