Susan Essick
Mesa,AZ
Summary
Dynamic leader skilled in enhancing operational processes and developing high-performing teams. Proven track record in managing complex projects, driving process improvements, and fostering positive stakeholder relationships. Committed to motivating employees and delivering exceptional customer service outcomes.
Overview
25
25
years of professional experience
Work History
Operations & Claims Supervisor
DoorDash
07.2023 - Current
- Lead and develop a team of 10-15 employees and contract professionals supporting complex operational programs.
- Partner with stakeholders across more than 30 countries to implement operational initiatives and improvements.
- Developed and executed process improvements that enhanced efficiency and service quality.
- Managed escalated situations and resolved complex operational challenges.
- Coach employees through performance management, training, and professional development.
- Cultivated a positive team environment by encouraging open communication and collaboration among team members.
Claims Unit Manager
Esurance, Allstate Insurance
Mesa, AZ
06.2018 - 07.2023
- Managed claims processing for auto and property insurance portfolios, enhancing accuracy and ensuring compliance.
- Led training sessions on claims handling procedures and compliance standards for team members.
- Analyzed claim trends to improve operational efficiency and enhance customer service outcomes.
- Oversaw performance evaluations, delivering constructive feedback to claims adjusters to improve assessment quality.
- Coordinated interdepartmental communication, enabling timely resolution of complex claims issues.
- Implemented quality control measures, maintaining high standards in claims management processes.
- Mentored junior staff on best practices in claims assessment and customer interactions.
- Developed key performance indicators to drive improvements in processing times and customer satisfaction.
Client Project Coordinator
West Corporation
Tucson, AZ
01.2014 - 01.2018
- Managed client implementations and project execution from initiation to completion.
- Coordinated multiple projects, ensuring adherence to quality standards and timelines for successful delivery.
- Built strong relationships with clients and internal partners to enhance collaboration.
- Delivered customer service and operational support throughout project lifecycles, enhancing client satisfaction.
- Monitored progress, identified potential risks, and assessed project advancement.
- Maintained accurate project documentation and communicated results to stakeholders, facilitating informed decision-making.
- Developed project solutions with cross-functional teams to ensure timely execution.
- Oversaw project schedules and maintained a detailed database of resources and deliverables.
Operations Manager / Bookkeeper
Roadrunner Lock & Safe
01.2006 - 01.2014
- Streamlined workflows and operational procedures to enhance service delivery.
- Managed customer relationships and vendor partnerships, ensuring seamless daily operations.
- Oversaw projects from initiation through completion.
- Recruited and trained employees, enhancing team capabilities and performance.
- Maintained payroll, accounting, and administrative functions.
Administrative Professional
The Temp Connection
01.2005 - 01.2006
- Coordinated projects, scheduled meetings, reported progress, and provided administrative support to ensure smooth operations.
- Assisted clients with operational and customer service needs to enhance satisfaction and address concerns.
- Managed scheduling and coordination of multiple administrative tasks efficiently.
- Organized and maintained physical and digital filing systems for easy access.
- Prepared documents and reports using Microsoft Office Suite for team meetings.
Community Manager
AvalonBay Communities
01.2002 - 01.2005
- Oversaw daily operations of multi-unit residential community, ensuring smooth functioning and resident engagement.
- Recruited, trained, and supervised staff.
- Cultivated relationships with residents, vendors, and community partners to foster a collaborative community environment.
- Improved operational efficiency and resident satisfaction.
Education
Bachelor of Science - Applied Management
Grand Canyon University
Associate Degree - Business Administration
South University
Skills
- Project management
- Operations management
- Process improvement
- Stakeholder management
- Risk management
- Change management
- Team leadership
- Training and coaching
- Cross-functional collaboration
- Team building
- Project coordination
- Effective communication
- Customer management
- Conflict resolution
- Employee engagement
Timeline
Operations & Claims Supervisor
DoorDash
07.2023 - Current
Claims Unit Manager
Esurance, Allstate Insurance
06.2018 - 07.2023
Client Project Coordinator
West Corporation
01.2014 - 01.2018
Operations Manager / Bookkeeper
Roadrunner Lock & Safe
01.2006 - 01.2014
Administrative Professional
The Temp Connection
01.2005 - 01.2006
Community Manager
AvalonBay Communities
01.2002 - 01.2005
Bachelor of Science - Applied Management
Grand Canyon University
Associate Degree - Business Administration
South University