Mariano Garcia

As a player-coach at Marsh, I lead a high-performing team of Account & Broker Representatives in the Marine, Cargo, Logistics and Energy & Power, driving client retention, operational excellence, and team development across a diverse portfolio. I oversee renewal lifecycles, resolve complex client issues, and foster a collaborative culture rooted in service and accountability. With a strategic lens shaped by 24+ years in insurance and financial services including rebuilding and selling my own agency. I bring a hands-on leadership style, a passion for mentoring, and a commitment to elevating the client experience. This role allows me to blend tactical execution with long-term impact, while expanding meaningful contacts with leadership and clients.

• Achieved a 17x Return on Investment (ROI) upon selling the agency, demonstrating strong business acumen and strategic financial management. • Managed a comprehensive portfolio of over 800 households, generating $1.8 million in premium revenue, by providing risk management solutions and ensuring customer satisfaction. • Improved customer retention over four years through the implementation of effective customer relationship management and proactive annual review processes, directly contributing to long-term customer value • Consulted clients during catastrophic events, explaining claims processes and ensuring fast, efficient experiences, demonstrating a commitment to world-class service and first contact resolution. • Executed marketing acquisition plans, including lead and prospect pipeline management, for new business and cross-sell opportunities, showcasing ability to identify and drive account expansion.

• Consulted and coached over 30 business owners on strategies to grow revenue, execute tactical plans, and maximize sales goals, acting as a trusted advisor to improve their business outcomes. • Drove growth initiatives that resulted targeted agency owners exceeding growth benchmarks, directly correlating to improved customer portfolios and value. • Assisted in coordinating marketing tactics to improve production and retention goals, highlighting a strong process orientation and impact on customer lifecycle. • Supported the development of a talent pipeline for new agency owners, contributing to organizational growth and effective cross-functional collaboration

• Developed, coached, and supervised over 200 agent interns in training to become independent agents, fostering a strong foundation for future customer-facing roles. • Designed and implemented a robust, value-based sales curriculum adopted across six states, demonstrating creativity and a strong process orientation in training for customer engagement. • Championed the implementation of a comprehensive insurance & financial sales process focused on need-based training for agent interns, emphasizing understanding customer needs and delivering solutions. • Coaching contributed to the achievement over 33% agent interns ranking within the nation's new agent Top 100, indicating success in developing high-performing customer-facing professionals.

• Supervised a sales team of ~20 sales associates, coaching through sales call debriefs and performance evaluations to ensure consistency with results and remarkable customer experience. • Developed and facilitated customer segmentation training for over 150 associates, resulting in an increase of over 3% in auto and renter insurance sales by improving customer understanding and targeted solutions. • Facilitated and introduced a bilingual renters insurance sales approach used department-wide, showcasing cultural sensitivity and effective communication for diverse customer bases.

• Developed and maintained cold and warm customer contact list. • Initiated an investment center to provide comprehensive financial analysis to help meet investment client needs through mutual funds, variable annuities and life insurance. • Grew a deposit and consumer loan portfolio while maintaining quality lending standards. • Cross-sell from deposit and investment products yielded over ~ $1M in commercial loan originations.

Led in areas ranging from budget and business plan development, competitive analysis, market strategy, operations management, recruiting and training of sales and service staff.

Consulted with business owners on product development strategies to increase team member’s financial services capabilities and maximize sales goals. Coordinated and implemented marketing tactics to improve production and retention goals.

Managed the hiring and training of a bilingual bank customer service and specialty team. Analyzed call volume demand and staffing needs to meet service levels goals. Coached bank employees to ensure exceptional quality and cost effectiveness with service. Reduced staffing projections with the implementation of a trained auxiliary unit to handle call overflow.

Supervised a team of 16 Spanish Interpretation Specialists. Worked cohesively with fellow supervisors and management team to strategize and execute operational objectives. Fostered team development and creativity to attain desirable results.

Expert in analysis of data relating to the development and revisions of operation schedules. Communicated and presented recommendations to various tiers of management in regards to solutions of scheduling issues. Analyzed and communicated productivity and staffing needs reports to management.

Served in active duty and Texas National Guard as a team leader and member while maintaining mission readiness. Assisted leaders in important infantry and field observing tactical decisions at critical times of training exercise and ensured all regulations were followed and that violations were brought to proper chain of command.