Samantha Spencer

I began my management career at our Orchard Park Mall branch in 2020. In 2022, I was chosen to lead the West Kelowna branch. Since 2023, I have been managing both the West Kelowna and Penticton branches. I currently have 22 direct reports.

• Manage recruiting, onboarding and developing new team members.
• Managing employee schedules to ensure optimal staffing levels and efficient operations.
• Resolve escalated customer and associate issues and counsel associates.
• Conduct regular team meetings to review progress, set goals, and address any concerns or challenges.
• Establish clear performance expectations for all staff members and conduct individual evaluations on a quarterly basis to measure their success in meeting those objectives.
• Improve employee retention through ongoing coaching, professional development opportunities, and recognition programs.
• Responsible for implementing and executing annual business plans with a focus on growth and team development.
• Coordinate with upper management and stakeholders to align branch objectives with overall company goals.
• Managed budgets, inventory, and resources to ensure optimal branch performance and cost control
• Consistently review sales reports, aged receivables, and market trends to ensure informed decision-making and to identify opportunities for growth and improvement
• Facilitate broker communication with team members regarding industry changes, binding restrictions, and other key updates to ensure our team is well-informed and able to adapt to evolving requirements.
• Maintain a personal book of business providing excellent customer service and personal insurance advice based on the clients needs.
• In 2024, I received recognition for achieving the highest results on our employee engagement survey, conducted by Gallup, out of 35 branches across Canada."
• MAKE WORK FUN! Organize team events such as staff parties, potlucks, theme days and supporting various charities together.

• Managed a large book of business for personal lines of insurance including Home, Travel, Recreational vehicle, and Watercraft insurance.
• Handling policy renewals, changes and cancellations
• Processing policies and mailing them out to clients
• Processing payments
• Worked in a high volume call center answering phone call inquiries and processing transactions
• Assisting walk-in clients with new business, inquiries, and payments
• Data entry including entering client information, policies, invoices etc.
• Documenting customer phone calls and conversations, and attaching emails to the database
• Exceeded sales goals on a monthly basis
• Provide excellent customer service day in, day out.
• Top quality referrer of 2018

• Team lead of West Kelowna location
• Cold calling customers for new business and referral opportunities
• Completed insurance transactions for multiple lines of insurance including Auto, Home, Travel, and Recreational Vehicles in person and over the phone
• Completed managerial duties including opening/closing the store, balancing the float, maintaining a clean work environment
• Completed the ICBC batch daily
• Provided excellent customer service day in, day out
• Outstanding sales production award, 2015
• Maintained exceptional relationships with staff and customers