Amanda Martin
@amandamartin
Licensed insurance professional with expertise in customer service and retention.
United StatesWhat I'm looking for
I am a licensed insurance professional with extensive experience in customer service and retention. My career has been defined by my ability to provide empathetic and efficient service, particularly in high-pressure situations. I have a proven track record of supporting major insurance carriers, including State Farm, Liberty Mutual, and USAA, focusing on policy servicing and regulatory compliance.
Throughout my career, I have excelled in roles that require strong communication and problem-solving skills. As a Customer Service Team Lead at Alorica, I supervised a remote team, ensuring high customer satisfaction and performance metrics. My experience as a Licensed Insurance Representative for USAA allowed me to support military families with their insurance needs, while my role as a Support Manager at Foundever involved leading escalations and compliance oversight across multiple states.
Experience
Work history, roles, and key accomplishments
Supervised and coached a remote team handling high-volume tax-related customer inquiries. Personally handled escalated calls and resolved complex issues efficiently, maintaining top-tier customer satisfaction and agent performance metrics.
Supported military family members with policy questions, billing, and claims inquiries. Delivered licensed assistance on personal lines insurance in over 20 states.
Promoted to lead support and escalations for unlicensed representatives, assisting with coverage clarification, billing discrepancies, and customer retention. Provided compliance oversight across 40+ states for personal lines service.
Provided licensed support for policyholder retention and billing, partnering with agents to correct and update customer policies. Maintained accuracy and compliance with high QA scores.
Supported customers through complex or sensitive tax product concerns, handling escalated calls with professionalism and empathy. Maintained strong performance metrics year over year.
Education
Degrees, certifications, and relevant coursework
Western Governors University
Bachelor's in Business Administration, Business Administration
Currently pursuing a Bachelor's in Business Administration, focusing on core business principles and management strategies. Developing a strong foundation in business operations and leadership.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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