Patricia M. Alexander, CIC, CPIW is a consultant, coach and mentor. Her experience spans standard insurance carriers, retail agencies, surplus lines insurance carriers and managing general agencies. Pat has been an agency owner in addition to holding several executive level management positions throughout my career. She managed large, national programs both at the insurance carrier level and at the managing general agency level. While always involved at some level in the operations area, this became my focus in 1998. Pat has been involved in the definition and organization of several firms from their start-up to fully operational. Pat says she thrives on the challenges of researching, defining and implementing new systems. She considers herself an agency systems and operations specialist with an insurance background. She is dedicated to the best use of technology as a means to enhance the service experience for clients and agency staff and to improve agency profitability.