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PIA National Names Mishell Magnusson 2004 Customer Service Representative of the Year

Photo: (from left to right) Shelly Diegel, Vice President, Distribution Management, Zurich North America Small Business, sponsor of the 2004 CSR award; PIA National...
March 29, 2004


Photo: (from left to right)  Shelly Diegel, Vice President, Distribution Management, Zurich North America Small Business, sponsor of the 2004 CSR award; PIA National 2004 Customer Service Representative of the Year Mishell K. Magnusson, CIC, CISR, FIWC, Commercial Lines Operations Manager, Bailey, Haskell & LaLonde; Terry R. Adams, President-elect, PIA National.

© 2004, Martin Lueders/INSIGHT PHOTOS

WASHINGTON, March 29, 2004 - Mishell K. Magnusson, CIC, CISR, FIWC, was named recipient of the 2004 PIA National Customer Service Representative of the year on March 27, 2004 in Arlington, Virginia. The award was presented by the National Association of Professional Insurance Agents (PIA) and was sponsored by Zurich North America Small Business.

Magnusson was honored for her outstanding professionalism as a customer service representative who works for a PIA member agency, the Bailey, Haskell & LaLonde Agency in Oneida, New York.

"Mishell is a consummate professional who epitomizes the attributes of an outstanding customer service representative," said PIA National President-elect Terry Adams. "She successfully manages a commercial lines book of business that achieved a 98 percent retention rate, aided by her high standards and ability to provide excellent service to clients, while interacting effectively with producers."

"Customer Service Representatives are an important link in the independent agency distribution system deserving of better recognition," said Ray Thomas, President and CEO of Zurich North America Small Business. "Zurich Small Business is proud to join with the PIA to honor the professionalism and dedication of the agency CSR."

In 2003, Magnusson accepted additional responsibilities as Commercial Lines Operations Manager, in addition to her duties as CSR. The added responsibilities require her to manage 18 commercial lines CSRs located within the agency's six offices. Mishell also started an in-house CISR education program in concert with PIA of New York and the Society of CISR and teaches CISR courses throughout New York State for PIANY.

"Rotary International members abide by the motto, 'Service Above Self,'" said Mark J. LaLonde, Chief Operating Officer of Bailey, Haskell and LaLonde. "Mishell practices this daily for our agency, our customers and those with whom she interacts on a personal basis. We are pleased that PIA National has honored Mishell with this national recognition."

Zurich North America Small Business, sponsor of the PIA National Customer Service Representative of the Year Award,is a carrier partner in the PIA Company Council of Executive Officers (PIA-CCEO).

Founded in 1931, PIA is a national trade association that represents member insurance agents and their employees who sell and service all kinds of insurance, but specialize in coverage of automobiles, homes and businesses.