Open to opportunities

Amanda Martin

@amandamartin

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Licensed insurance professional with expertise in customer service and retention.

United States

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What I'm looking for

I am looking for a fully remote role that values customer focus and offers long-term stability.

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

Customer Service Team Lead

Alorica

Sep 2024 - Apr 2025 (7 months)

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.

Team Leadership Customer Service Customer Escalation Performance Metrics

Licensed Insurance Representative

Teleperformance

Apr 2024 - Sep 2024 (5 months)

Supported military family members with policy questions, billing, and claims inquiries. Delivered licensed assistance on personal lines insurance in over 20 states.

Licensed Insurance Policy Servicing Billing Support

Licensed Insurance Support Manager

Foundever

Jan 2023 - Mar 2024 (1 year 2 months)

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.

Insurance Support Escalation Management Customer Retention Billing Support

Customer Service Representative

Foundever

May 2022 - Dec 2022 (7 months)

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.

Licensed Insurance Billing Support Policy Management Quality Assurance

Escalated Customer Support

Foundever

Oct 2019 - May 2022 (2 years 7 months)

Supported customers through complex or sensitive tax product concerns, handling escalated calls with professionalism and empathy. Maintained strong performance metrics year over year.

Customer Escalation Empathy Performance Metrics Customer Service

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.