Lesley Tan

About Lesley Tan

As the Agency Operations Lead for the Personal Lines Division at CST Insurance Services…

Experience

1. Agency Operations Lead Personal Lines Division

   Cst Insurance Services, Inc

   Jan 2023 — Present · Alhambra, CA, US

   As the Agency Operations Lead for the Personal Lines Division at CST Insurance Services, I manage the daily operations, systems, and client experience for our home, auto, umbrella, and personal liability portfolios. My role bridges strategy and execution—leading internal teams, refining processes, and ensuring every policy reflects the care and protection our clients deserve.Key Responsibilities:Lead day-to-day operations for the Personal Lines department, ensuring seamless service delivery across all client touchpointsDesign and implement internal workflows, SOPs, and automation tools to improve efficiency and reduce frictionTrain and manage a hybrid team of in-house and virtual assistants, setting clear expectations and performance benchmarksOversee policy renewals and endorsements, proactively reviewing coverages, identifying rate changes, and recommending alternativesCollaborate with producers, underwriters, and carriers to manage complex requests, underwriting issues, and client escalationsOwn file management systems to ensure data is securely stored, clearly organized, and compliant with regulatory standardsDrive cross-selling efforts and support marketing initiatives to expand client retention and deepen policyholder relationshipsImpact:I’m proud to contribute to a multigenerational, immigrant-owned agency that serves diverse communities with integrity and intention. My mission is to build a resilient operational backbone that empowers our team, uplifts our clients, and sets the stage for long-term agency growth.