Susan Martin
Wilsonville,OR
Summary
Dedicated customer service professional with a strong focus on enhancing client satisfaction through exceptional service delivery. Proven ability to address concerns effectively, resulting in improved customer relationships and loyalty. Core competencies include strong interpersonal skills and a commitment to driving positive outcomes. Aiming to leverage expertise in a dynamic environment to further elevate customer experiences.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Director of Service
Risk Strategies
West Linn, Oregon
07.2023 - 11.2024
- Identified training needs within the team and arranged appropriate development activities accordingly.
- Conducted regular staff meetings to review progress against objectives, discuss achievements and identify areas for improvement.
- Managed customer inquiries promptly and professionally to ensure satisfaction with services provided.
- Provided direction, support and guidance to team members in order to facilitate the achievement of departmental goals.
- Monitored performance of service staff by establishing a system of reports and communications involving customers, colleagues and senior management.
- Worked with a team in China for outsourcing services and coordinated SOPs with team members within the organization.
Director of Service
Bisnett Insurance
West Linn, OR
01.2013 - 07.2023
- Handled assigned book of business within both Personal and Commercial segments.
- Formulated connections resulting in expanded client base.
- Led a team of 13 Account Managers and Senior Account Managers.
- Monitored service efficiency through comprehensive reports.
- Provided direction, support and guidance to team members in order to facilitate the achievement of departmental goals.
- Managed customer inquiries promptly and professionally to ensure satisfaction with services provided.
- Conducted regular staff meetings to review progress against objectives, discuss achievements and identify areas for improvement.
- Identified training needs within the team and arranged appropriate development activities accordingly.
- Assisted with employee recruitment and offboarding processes.
Insurance Agent
Farmers Insurance
Lake Oswego, OR
01.2008 - 01.2013
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Assessed customer risk levels and recommended appropriate coverage options.
- Provided customers with information regarding plan features, pricing, and availability.
Insurance Agent
Jennings Insurance
Lake Oswego, OR
06.2004 - 01.2008
- Developed and implemented comprehensive insurance plans for clients according to their individual needs.
- Assessed customer risk levels and recommended appropriate coverage options.
- Conducted research to identify competitive rates and benefits offered by other providers.
- Provided customers with information regarding plan features, pricing, and availability.
Customer Service Representative
Farmers Insurance Company
Lake Oswego, OR
03.1999 - 06.2004
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases, and assisting 4 licensed agents.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Mentored by the 4 licensed agents in the office to become a licensed agent myself
Skills
- Customer satisfaction
- People management
- After-sales support
- Productivity monitoring
- Interpersonal relationships
- Reporting and documentation
- Coaching and mentoring
- Time management
- Operational efficiency
- Team leadership
Certification
- Licensed P&C Agent in Oregon with non-resident licenses in Montana and Washington
References
References available upon request.
Timeline
Director of Service
Risk Strategies
07.2023 - 11.2024
Director of Service
Bisnett Insurance
01.2013 - 07.2023
Insurance Agent
Farmers Insurance
01.2008 - 01.2013
Insurance Agent
Jennings Insurance
06.2004 - 01.2008
Customer Service Representative
Farmers Insurance Company
03.1999 - 06.2004
- Licensed P&C Agent in Oregon with non-resident licenses in Montana and Washington
Similar Profiles
Jason EllisonJason Ellison
Benefits Leader, National Healthcare Practice at Risk StrategiesBenefits Leader, National Healthcare Practice at Risk Strategies
Timothy DevinTimothy Devin
NEW YORK REGION PRIVATE CLIENT LEADER/SENIOR VICE PRESIDENT at Risk StrategiesNEW YORK REGION PRIVATE CLIENT LEADER/SENIOR VICE PRESIDENT at Risk Strategies
Carl SauermanCarl Sauerman
Vice President at Risk StrategiesVice President at Risk Strategies
Dina TahaneyDina Tahaney
Private Client Relationship Manager at Risk StrategiesPrivate Client Relationship Manager at Risk Strategies
Shane LeeShane Lee
Hydraulic Mechanic at Columbia HelicoptersHydraulic Mechanic at Columbia Helicopters