Susan Davis
Issaquah
Summary
Dynamic leader with a proven track record excelling in customer service and project management. Expertise in compliance and policy development. Leader in managing employee performance and fostering staff development. I drive organizational success through reporting and analytics driving successful service and sales initiatives.
Overview
28
28
years of professional experience
Work History
Director Customer Service
Simplyfun
Bellevue
06.2015 - 04.2025
- Evaluated employee performance against benchmarks to boost productivity.
- Developed policies and procedures to ensure corporate compliance.
- Created Sales Consultant and Affiliate policy manual for improved consistency.
- Implemented tracking systems for key project progress and initiatives.
- Reviewed internal reports to identify risks and cost-saving opportunities.
- Analyzed customer feedback to detect trends in product performance and service issues.
- Collaborated with senior leadership to establish long-term organizational objectives.
- Recruited, trained, and mentored staff to enhance professional development.
Sales Consultant - Major Accounts
Regence Blue Cross Blue Shield
Seattle
02.2013 - 03.2015
- Analyzed customer needs and preferences to recommend tailored product solutions.
- Created customized presentations to effectively showcase relevant offerings to potential customers.
- Maintained accurate records of all sales activities within CRM system for tracking and reporting.
- Addressed customer inquiries and concerns regarding products, ensuring clarity and satisfaction.
Contractor - Employee Development Program
Starbucks
Seattle
03.2012 - 12.2012
- Coordinated guidance and training sessions for Supply Chain Interns.
- Designed and executed High Potential employee program, fostering professional development opportunities.
AVP Learning and Development
Symetra
Bellevue
02.2007 - 01.2012
- Assessed effectiveness of training programs, identifying key areas for improvement.
- Implemented new technologies into curriculums, enhancing engagement and learning outcomes.
- Delivered new LMS system, achieving 40% cost reduction while increasing individual development plans from 6% to 60%.
- Increased individual goal setting rates from 45% to 95%, fostering accountability and growth.
- Researched industry trends to recommend innovative training delivery approaches.
- Evaluated Learning and Performance staff performance, driving achievement of departmental goals.
- Advised management on best practices to cultivate a successful corporate culture.
AVP Director Sales Center
Symetra
Bellevue
01.1998 - 01.2007
- Achieved highest rating from Dalbar for exceptional service to Field Wholesalers and Agents.
- Merged Internal Sales, Sales Support, and Advanced Markets teams, reducing costs and enhancing service.
- Lowered call abandonment rate from 12% to 2% through improved team integration.
- Led implementation of new CRM tool for over 150 internal and external users.
- Managed recruitment, training, incentives, budgeting, and expenses for optimal team performance.
- Consistently met service standards while driving sales growth.
- Delivered outstanding service recognized by industry-leading organization.
- Streamlined operations to enhance efficiency across all departments.
Manager Customer Service Support
Genwoth
Lynchburg
09.1997 - 09.1998
- Facilitated relocation of service center from Washington to Virginia, ensuring seamless transition.
- Staffed and trained 90 percent of new employees to meet operational demands.
- Managed Business Analysts for development of business requirements and system acceptance testing.
- Led teams in Policyholder Accounting, Customer Tax Reporting, Customer Statements, and Records Management.
Education
Bachelor of Arts -
Western Washington University
Bellingham, WASkills
- Customer service
- Project management
- Policy development
- Employee performance
- Sales strategy
- CRM systems
- Staff development
References
References available upon request.
Timeline
Director Customer Service
Simplyfun
06.2015 - 04.2025
Sales Consultant - Major Accounts
Regence Blue Cross Blue Shield
02.2013 - 03.2015
Contractor - Employee Development Program
Starbucks
03.2012 - 12.2012
AVP Learning and Development
Symetra
02.2007 - 01.2012
AVP Director Sales Center
Symetra
01.1998 - 01.2007
Manager Customer Service Support
Genwoth
09.1997 - 09.1998
Bachelor of Arts -
Western Washington University
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