SUSAN LAIRD
Sebago Center,ME
Summary
Dedicated insurance professional with extensive experience delivering exceptional customer service. Seeking to leverage my insurance product knowledge and interpersonal skills to contribute to a team and ensure customer satisfaction. Eager to enhance sales of policies and retention of current customers by applying an attention to detail for accuracy and maintaining a welcoming and satisfying customer experience. Team player, always willing to share knowledge with others, motivated to learn, grow and excel in position.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Account Representative
Vierra State Farm
04.2025 - Current
- Managed approximately 30 incoming calls, emails and walk-ins per day from customers.
- Engaged customers and provided high level of service by carefully explaining details about product options.
- Analyzed client needs to recommend appropriate insurance products and coverage options.
- Calculated quotes and educated potential customers on insurance options.
- Developed client relationships by binding on new policies, answering questions on current policies and processing policy transactions to make changes to policies.
- Conducted regular reviews of client accounts to identify opportunities for upselling additional services.
Insurance Specialist
NJM Insurance Group
04.2017 - 10.2022
- Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
- Evaluated and classified risk for Auto and Property policies followed by setting terms, limits and pricing to reflect the risk appropriately.
- Provided effective response and/or resolutions to customer inquiries and complaints in a professional and timely manner.
- Actively supported customer service representatives by quickly responding to questions via phone or email and finding appropriate solutions to customer issues.
Trainer
NJM Insurance Group
08.2015 - 04.2017
- Trained new employees on successfully testing for and obtaining their Property and Casualty Producer License.
- Organized and extensively trained company policies and procedures to new and existing employees.
- Conducted classroom instruction to current employees on their new position as customer service representatives by using a variety of techniques.
- Trained procedures on underwriting auto new business applications to newly promoted customer service representatives.
Insurance Producer
NJM Insurance Group
07.1997 - 04.2015
- Analyzed customer needs to provide customized insurance solutions.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Collaborated with underwriting team to streamline policy issuance processes and improve turnaround times.
- Set up policies and completed all documentation.
Insurance Agent
A & L Insurance Agency
09.1991 - 06.1997
Education
Bachelor of Arts - Law & Justice
The College of New Jersey
Trenton, NJ05-1997
Skills
- Customer Service Oriented
- Detail Oriented
- Effective Communicator
- Product Knowledgeable
- Maintain Compliance
- Team Collaborator
- Negotiation skills
Certification
- Attained August 2013: CPCU designation (Chartered Property/Casualty Underwriter)
- Attained AIS designation (Associate in Insurance Services)
Timeline
Account Representative
Vierra State Farm
04.2025 - Current
Insurance Specialist
NJM Insurance Group
04.2017 - 10.2022
Trainer
NJM Insurance Group
08.2015 - 04.2017
Insurance Producer
NJM Insurance Group
07.1997 - 04.2015
Insurance Agent
A & L Insurance Agency
09.1991 - 06.1997
Bachelor of Arts - Law & Justice
The College of New Jersey