WHO WORKS AT SYMETRA?
Shannon
Unit Manager
Retirement Division Customer Service
Bellevue, WA
How would you describe your job to someone who has no idea what you do?
I support a team of over 40 people, and directly manage 14. I organize training for new hires and cross-training for current employees, work with other departments to increase and support collaboration between our teams, provide coaching and guidance, and take escalated calls.
How did you get into your line of work?
Right out of college, I worked for a call center in California. When I moved to Washington years later, I applied for a call center position in my current department and was lucky to be brought on board!
What skills do you use most in your job?
Soft skills and time management skills. I also use puns to help brighten the day!
How does your job help Symetra’s customers, your coworkers or the company?
My department speaks directly with our customers daily, and my job is to provide the tools and support my team needs to provide excellent service (as we promise at the start of every call). My job helps my teammates and coworkers by building bridges between our departments and fostering growth between our teams.
What keeps you at Symetra?
The culture and atmosphere! I feel very lucky every day to work with supportive, friendly and encouraging coworkers. In addition, I truly love helping others succeed, and customer service is where my heart lies. I love what I do!
What do Symetra’s Core Values mean to you? How do you apply them to your daily work?
These values are a true part of each day. We help other departments when they need help and vice versa. We encourage our team to provide excellent service on every call. We always do what’s in the best interest of the customer and treat them as we would like to be treated. If a customer needs something right away, we are quick to make a move and are flexible to meet their needs.
What advice would you give to someone starting out in your field?
Learn from your peers and keep an open mind. Everyone has something to offer, and we can learn from one another. Most importantly—persevere. Never give up on your dreams and try your best not to compare yourself to others. Everyone is unique, and you are special, too!
What would people find most surprising about your job or Symetra?
You can manage a big team of people—even if you’re shy!
How do you enjoy your time away from work?
I spend it with my family. My 3-year-old daughter is the best part of every day.
What else would you like people to know about you, your job or Symetra?
I am more than proud to work here!