1. S U S A N L B U R F O R D
CAREER SUMMARY
Responsible, detail oriented insurance professional with vast experience in customer service. Strong analytical
skills paired with self motivation to lead the way in discovering improved processes for better customer
experience and work flow. Results oriented and works well in a multi-task environment with production and
time service goals.
PROFESSIONAL EXPERIENCE
Customer Service
Followed up on customer service interactions to create brand loyalty and increased customer satisfaction
Provided coaching and feedback to member care representatives for improved performance while building internal
relationships
Collaborated with other departments to resolve customer issues and complaints
Handled sensitive issues with professionalism and care while ensuring company guidelines and benchmarks were
met
Accomplished expert status for helping customers understand how their credit affects insurance quotes and rates
Processed reinstatement/maintenance payments and set future billing expectations
Assisted agents and members with billing and policy inquiries
Technical and Organizational Processes
Created and enhanced protocols and guidelines to ensure team success
Created an informational manual to be used within the team to lower average handle time and increase the
consistency of information provided to members
Identified needs to create a new or improved process with the intent to enhance customer satisfaction and
improve work flow
Initiated to learn new database and software systems in order to expand knowledge and ability to work with any
system needed
Purchased misses apparel for 50 stores and used database systems to distribute items appropriately
Identified improved inventory buying processes based on projected and actual customer buying trends
Management and Leadership
Scheduled and managed a team in a retail environment successfully which facilitated a promotion to buyer
Team role model, trainer, and subject matter expert for credit related impact on customer’s insurance rates
Hired and trained for multiple departments and roles within a retail store
Led a team of 50 to complete inventory requirements in a large department store setting
EMPLOYEMENT HISTORY
Nationwide Insurance, Lynchburg, VA location
Virginia Department of Motor Vehicles, Arlington and Lynchburg locations
Peebles Department Stores, South Hill, VA and Bowie, MD locations
EDUCATION AND ACCREDITATIONS
Virginia Tech, Blacksburg, VA
Bachelor of Arts, Studio Arts
Commonwealth of VA Personal Lines Property & Casualty Insurance License
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