Summary
Overview
Work History
Education
Skills
Certifications and Licenses
Timeline
Generic

Susan C. Loomis

San Diego,CA

Summary

Professional Client Service Executive with over 25 years of successful leadership and management experience.

Client focused with solid background in client relations and service delivery. Skilled in building strong client partnerships, resolving issues efficiently, and exceeding expectations. Focuses on team collaboration and adaptability to changing needs. Known for reliability, effective communication, and results-driven approach.

Overview

42
42
years of professional experience

Work History

Client Service Executive

Marsh & McLennan
05.1999 - 10.2024
  • Built a reputation as a trusted advisor to clients by consistently providing insightful analysis and actionable recommendations.
  • Demonstrated excellent problem-solving skills in handling challenging situations that arose in client engagements.
  • Developed and maintained existing client relationship and developed new client relationships.
  • Managed a diverse portfolio of accounts, ensuring top-notch customer service and support.
  • Oversaw the onboarding process for new clients, guaranteeing a seamless transition into our services.
  • Maintained up-to-date knowledge of industry trends and developments to provide informed recommendations to clients.
  • Enhanced client satisfaction by addressing inquiries and resolving issues promptly.

Customer Service Associate

Partners of the West
09.1997 - 04.1999
  • Managed relationships with external partners such as insurance carriers and brokers to ensure optimal service levels for both the company and its employees.
  • Conducted thorough investigations into benefit-related issues, resolving discrepancies and providing prompt resolutions for employees.
  • Collaborated with HR team to design and administer annual benefits open enrollment events, leading to a smooth process for all employees.
  • Provided expert guidance to employees during life events impacting their benefits eligibility or coverage needs, ensuring seamless transitions.
  • Assisted in the development of educational materials for employee orientations, ensuring a comprehensive understanding of available benefit options.

Customer Service Manager

Prudential Healthcare
06.1982 - 09.1996
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.

Education

No Degree - Education

San Diego State University
San Diego, CA

Associate of Arts - General Studies

San Diego Mesa College
San Diego
06-1977

Skills

  • Client relationship building
  • Strong negotiation skills
  • Clear communication skills
  • Time management skills
  • Team leadership
  • Decision-making
  • Strategic planning
  • Teamwork and collaboration

Certifications and Licenses

  • Accident, Health & Life Insurance License

Timeline

Client Service Executive

Marsh & McLennan
05.1999 - 10.2024

Customer Service Associate

Partners of the West
09.1997 - 04.1999

Customer Service Manager

Prudential Healthcare
06.1982 - 09.1996

No Degree - Education

San Diego State University

Associate of Arts - General Studies

San Diego Mesa College

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Susan C. Loomis