Job Search Status
Open to workDesired start date: Open to discussion
Open To Work
Nisi Bengtson
Supervisor-Customer Engagement
Lehi,UT
Work Preference
Summary
Dynamic supervisor with expertise in customer engagement, team leadership, and process improvement. Proven ability to enhance customer satisfaction and drive operational metrics within diverse teams.
Overview
19
19
years of professional experience
Work History
Supervisor - Customer Engagement
Sunrun
Lehi, UT
08.2024 - Current
- Led team of 19 agents to address and resolve post-activation customer requests effectively.
- Enhanced service level, productivity, adherence, quality, and customer satisfaction by driving operational metrics.
- Collaborated with leadership to identify improvements in processes and procedures.
- Addressed customer escalations promptly, demonstrating soft skills to ensure satisfaction.
Supervisor - Customer Service
First Insurance Company of Hawaii
Honolulu, Hawaii
03.2022 - 07.2024
- Led a team of 12 agents across Hawaii and India, maintaining exemplary service standards.
- Enhanced processes and procedures, elevating NPS score from 63% to 92%.
- Conducted performance evaluations, offering constructive feedback and coaching.
- Served as SME for system enhancements, defect logging, and Guidewire Platform testing.
Lead - Customer Service
First Insurance Company of Hawaii
Honolulu, Hawaii
09.2021 - 03.2022
- Monitored processes and workflows to enhance departmental productivity and efficiency.
- Provided expertise as Guidewire Subject Matter Expert for troubleshooting and training.
- Implemented workarounds while overseeing testing during deployment phases.
- Generated reports to meet production requirements.
Underwriter - Personal Lines
First Insurance Company of Hawaii
Honolulu, Hawaii
01.2017 - 09.2021
- Analyzed risks for auto, home, and umbrella insurance on new submissions and renewals.
- Managed underwriting accounts to ensure profitability and growth.
- Collaborated with agents to provide competitive pricing and coverage options.
- Used guidelines and rating tools for informed policy decisions.
- Worked with development team to customize Guidewire platform for production needs.
- Created SOPs and conducted training for Personal Lines Department's Guidewire Policy Center launch.
Senior Customer Service Representative
First Insurance Company of Hawaii
Honolulu, Hawaii
10.2015 - 01.2017
- Resolved customer inquiries and complaints promptly and professionally.
- Handled high call volumes while providing accurate information and support.
- Processed numerous phone and email endorsement requests with precision.
- Utilized active listening skills to identify customer needs and deliver tailored solutions.
- Explained complex insurance concepts clearly to enhance customer understanding.
Insurance Agent
State Farm Agency - Lori Pasion
Kaneohe, Hawaii
07.2006 - 10.2015
- Exceeded monthly sales targets through proactive outreach and relationship building.
- Leveraged expertise in insurance products to deliver tailored client solutions.
- Cultivated and sustained a robust network of referral sources for new business generation.
- Provided exceptional customer service and support throughout the sales process.
Education
Bachelor of Science - General Biology
Brigham Young University - Hawaii
La'ie, HI06-2004
Skills
- Customer engagement
- Team leadership
- Performance evaluation
- Process improvement
- Guidewire implementation
- Relationship management
- Risk assessment
- Analytical skills
Accomplishments
Kupono Award
Timeline
Supervisor - Customer Engagement
Sunrun
08.2024 - Current
Supervisor - Customer Service
First Insurance Company of Hawaii
03.2022 - 07.2024
Lead - Customer Service
First Insurance Company of Hawaii
09.2021 - 03.2022
Underwriter - Personal Lines
First Insurance Company of Hawaii
01.2017 - 09.2021
Senior Customer Service Representative
First Insurance Company of Hawaii
10.2015 - 01.2017
Insurance Agent
State Farm Agency - Lori Pasion
07.2006 - 10.2015
Bachelor of Science - General Biology
Brigham Young University - Hawaii