Susan Williams
Summary
Accomplished Branch Manager with a proven track record at Freeway Insurance Agency, enhancing customer satisfaction and exceeding sales quotas. Expert in money handling and fostering strong customer relations. Achieved significant improvements in operational efficiency and client retention through strategic leadership and team motivation.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Assistant Manager
Regions Bank
01.2023 - Current
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
- Developed strong working relationships with staff, fostering a positive work environment.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Increased sales through effective merchandising strategies and targeted promotions.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Educated customers on features and benefits of banking products and services.
- Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services.
- Balanced cash drawers daily, identifying discrepancies and taking corrective actions as needed.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Promoted a welcoming atmosphere in the branch by greeting customers warmly upon arrival and addressing them by name when possible.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
Branch Manager
Freeway Insurance Agency
08.2016 - 01.2023
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Improved customer satisfaction ratings by enhancing service quality and resolving client issues promptly.
- Oversaw daily operations for streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls swiftly to resolve issues and answer questions.
- Cross-sold insurance products to existing clients to reach sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Built relationships with clients using active listening and issue resolution to provide excellent service.
- Worked closely with other team members to optimize sales strategies and achieve regional goals.
- Consistently exceeded monthly sales quotas by effectively presenting product offerings to potential customers.
- Collaborated with underwriters to assess risk and determine appropriate coverage options for clients.
- Established a solid reputation within the community as a knowledgeable and reliable resource for all things insurancerelated.
Licensed Sales Producer
Security Plan Insurance
05.2014 - 09.2016
- Enhanced client retention rates with timely follow-ups and personalized attention to individual concerns.
- Developed new business opportunities through networking events, community involvement, and referrals.
- Negotiated favorable terms with underwriters on behalf of clients, effectively balancing risk mitigation with cost considerations.
- Coordinated regular client appreciation events as a means of fostering loyalty and strengthening relationships over time.
- Promoted products and services using upselling and other sales strategies.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Provided coverage option information to assist clients in protecting assets.
- Exceeded corporate quotas for monthly policy sales.
- Built long-term relationships with clients through consistent communication, trust-building, and professionalism.
- Exceeded revenue goals by upselling additional coverage options and cross-selling complementary productsservices.
Education
High School Diploma -
CE BRYD HIGH SCHOOL
Shreveport, LA05.2005
Skills
- Money Handling
- Customer Relations
- Team motivation
- Product and service knowledge
Certification
Life and Health
Personal lines
NMLS
Timeline
Assistant Manager
Regions Bank
01.2023 - Current
Branch Manager
Freeway Insurance Agency
08.2016 - 01.2023
Licensed Sales Producer
Security Plan Insurance
05.2014 - 09.2016
High School Diploma -
CE BRYD HIGH SCHOOL
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