Susan Buchheit
Omaha,Nebraska
Summary
Experienced with handling customer interactions and resolving issues promptly. Utilizes communication and empathy to build strong customer relationships. Track record of maintaining high customer satisfaction and fostering loyalty.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Representative
THRIVENT
Appleton, WI
09.2020 - Current
- Respond to questions and requests from internal and external customers by phone or in writing.
- GLWB team member-Lifetime withdrawal benefit, Inherited team member
- Ensure consistently positive customer experience with each contact.
- Process Variable transactions, allocation, withdrawal, and payments during calls.
- Keep Series 6 designation current and in good standing. Comply with all CE and reporting requirements.
- Top-ranked individual for department attendance adherence (99.98%).
- Fixed Annuity, Variable Annuity,Index Annuity, Settlement Option- DISO, FPDA,Lifetime or Guaranteed Benefit Teams
Customer Service Representative
PACIFIC LIFE INSURANCE COMPANY
Omaha, NE
04.2017 - 06.2020
- Provided inbound and outbound support to policy owners and producers, answering questions on VUL, IUL, UL, and Term life policies.
- Processed Variable and Index Transactions - along with premium payments and loan payments.
- Built strong customer relationships, establishing confidence, trust and rapport to ensure a positive experience and perception of PL/Life Division.
- Ensured that customer requests were completed accurately and promptly.
- Made calls to policy owners or producers to gather information and propose solutions for routine problems.
- Documented activities thoroughly and accurately according to department standards.
- Accomplished other duties as given; Processed cash value quotes and sent Illustrations to clients.
- Participated in training new associates, such as handling internal systems and appropriately responding to customer inquiries.
- Undertook special audits or projects as assigned by supervisor.
- Kept Series 6 designation current and in good standing. Comply with all CE and reporting requirements.
Account Administrator
SILVERSTONE GROUP
Omaha, NE
05.2010 - 01.2017
- Provided support to Account Manager in completing renewal spreadsheets, obtaining renewal and alternate plans from carriers, and communicating plans to clients. NE Health and Life Licensed
- Completed requests for proposal (RFPs) for new business for small groups of 2 to 500 employees.
- Created renewal document spreadsheets comparing plan changes and options from various carriers.
- Answered client and member questions regarding claims, coverage, and plan benefits.
- Managed enrollments, terminations, and cancellations and helped set up new coverage.
- Possessed knowledge of carrier sites.
- Filed enrollment forms, correspondence, certificates of coverage, and other documents for clients and insurance carriers.
- Reviewed new applications before sending them to insurance carriers. Entered applications into a database for employees who completed paper enrollments.
- Annual open enrollment employee meetings explained ancillary benefits and changes to benefits/rates.
- Served on the Wellness Committee, which was instrumental in implementing a company-wide Employee Shred Day.
- Provides human capital consulting, property and casualty coverage, risk management, employee benefits, business insurance, and financial planning services to employers and individuals.
Client Service Representative
ARTHUR J. GALLAGHER & CO. (formerly Grace/Mayer)
Omaha, NE
01.2007 - 05.2010
- Supported producer in completing renewal spreadsheets, obtaining renewal and alternate plans from carriers, and communicating plans to clients.
- Processed requests for proposals (RFPs) for new business for small groups of 2 to 500 employees.
- Created renewal document spreadsheets comparing plan changes and options from carriers.
- Answered client and member questions regarding claims, coverage, and plan benefits.
- Processed enrollments, terminations, and cancellations and helped set up new coverage.
- Possessed knowledge of carrier sites.
- Filed enrollment forms, correspondence, certificates of coverage, and other documents for clients and insurance carriers.
- Reviewed new applications prior to sending to the carrier. Entered applications into a database for employees who completed paper enrollments.
- Annual open enrollment employee meetings explained ancillary benefits and changes to benefits/rates.
Education
Business Administration
University Nebraska At Omaha
Omaha, NESkills
- Series 6
- Group Benefits
- Policy resolutions & Renewals
- Understands Contract Language
- Trained on Dalbar requirements
- RFP-Quoting requirements
- VUL/IUL transactions
- VA transaction
- Microsoft Excel, Word, Outlook
- Zoom, Microsoft Teams
- SalesForce, Workday, CK4, Vantage, Cyberlife
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Professional telephone demeanor
- Microsoft outlook
- Product knowledge
- Team development
- Microsoft PowerPoint
- Prioritization
- Microsoft Office Suite
- Paperwork processing
- Client relations
- Complaint resolution
Certification
- Series 6 License: April 2017 – current
- LOMA- ACS February 2020
- Nebraska Producer License: Life and Annuities, Sickness, Accident & Health, 2001 – December 2018
Timeline
Customer Service Representative
THRIVENT
09.2020 - Current
Customer Service Representative
PACIFIC LIFE INSURANCE COMPANY
04.2017 - 06.2020
Account Administrator
SILVERSTONE GROUP
05.2010 - 01.2017
Client Service Representative
ARTHUR J. GALLAGHER & CO. (formerly Grace/Mayer)
01.2007 - 05.2010
Business Administration
University Nebraska At Omaha