Susan Godinez
Dallas,USA
Summary
Results-oriented professional with a proven track record of managing risk analysis, compliance, and high-stakes client relationships. Recognized for stepping into acting management roles with a people-first mindset, and driving strategic growth. Actively champions diversity and inclusion to foster an empowered culture of belonging, leveraging diverse perspectives to elevate customer experiences and ensure long-term team success.
Overview
1
1
Certification
17
17
years of professional experience
Work History
BUSINESS LINES AUTO UNDERWRITER
State Farm
Richardson, Texas
08.2024 - Current
- Analyze and underwrite complex commercial auto risks with a focus on high-growth states, applying advanced underwriting knowledge and decisive risk assessment to drive profitable results while maintaining a customer-first focus that strengthens agency partnerships.
- Selected for the Additional Insured Workgroup to protect the company from risk exposure by validating workflow compliance, maintaining strict adherence to underwriting standards, and partnering with agency partners to efficiently eliminate backlog overflow.
- Resolves complex agent inquiries and underwriting issues, ensuring adherence to company policies and industry standards.
- Presented daily operations overview to new hires, facilitating their onboarding and understanding of key processes.
- Collects and communicates associate feedback as a Change Ambassador, enhancing initiative adoption and engagement.
- Selected for leadership development program to strengthen readiness for future leadership roles.
Served as acting manager to oversee daily team operations, resolve complex agent escalations, and conduct call reviews.
RETENTION II SUPERVISOR (LDA)
State Farm
Richardson, Texas
12.2023 - 08.2024
- Guided team to exceed internal and customer goals by effectively managing complex cases and complaints.
- Resolved escalations through tactical decision-making, leveraging underwriting and operating division program knowledge to ensure timely resolutions.
- Led contact quality reviews, coaching, and performance evaluation for direct reports to drive consistent outcomes.
- Reviewed staffing, metrics, and workflow to enhance productivity while ensuring service quality standards were met.
- Organized office-week events to strengthen culture and connectivity, promoting diversity, inclusion, and belonging initiatives.
ECC RETENTION II SPECIALIST
State Farm
Richardson, Texas
02.2021 - 12.2023
- Retained at-risk policyholders by leveraging deep auto insurance product knowledge to explain coverage options, resolve complex inquiries, and reinforce policy value.
- Facilitated accurate policy entry, servicing, and rating in Legacy and Modernized systems, enhancing processing efficiency.
- Processed added and replacement vehicle requests, ensuring compliance with underwriting, claims, and eligibility guidelines to uphold quality standards.
- Handled complex service/billing transactions while acting as peer resource for policy and application process inquiries, supporting team knowledge.
STORE MANAGER
Justice For Girls
Mesquite, Texas
05.2009 - 11.2020
- Managed daily store operations, including hiring, training, inventory control, and merchandising, while championing customer-centric culture to optimize team performance and maximize satisfaction.
Education
Bachelor of Arts - Spanish
Arizona State University
Tempe, AZ12-2028
Associate of Science - General Studies
Dallas College
Dallas, TX12-2018
Skills
- Analytical Thinking
- Strategic Planning
- Decision Making
- Results-Driven Focus
- Team collaboration
- Initiative
- Bilingual Communication
- Relationship Building
- Emotional Intelligence
Certification
- Insurance Producer License (P&C), Texas, 01/01/21 - 12/31/25
- Effortless Experience Certified
Activities
- Change Ambassador Member
- Leadership Development Experience Member 2026
- BRG: YBP, HERO, WNET
- Diversity & Inclusion Member, 01/01/21 - 12/31/24
- Enlace Training Facilitator, 01/01/22 - 12/31/24
Timeline
BUSINESS LINES AUTO UNDERWRITER
State Farm
08.2024 - Current
RETENTION II SUPERVISOR (LDA)
State Farm
12.2023 - 08.2024
ECC RETENTION II SPECIALIST
State Farm
02.2021 - 12.2023
STORE MANAGER
Justice For Girls
05.2009 - 11.2020
Bachelor of Arts - Spanish
Arizona State University
Associate of Science - General Studies
Dallas College