Experience

• 

  The Insurance Market

  • Ajax, Ontario, Canada

  • Personal Lines Account Manager

    • Jan 2024 - Present
    • Ajax, Ontario, Canada

• 

  Johnson Insurance

  • Canada
  • Insurance
  • 500 - 600 Employee

  • Expert Sales & Customer Service

    • Aug 2023 - Jan 2024

    - Regularly exceed Buy Ratio, Closing Ratio & Customer Voice targets- Coach newer brokers to become more confident and efficient

  • Service Specialist

    • Oct 2022 - Aug 2023

    - Dual Licensed Service Specialist for Home and Auto insurance policies (ON & West)- Developed procedure enhancements to reduce average handle time which improved service metrics- Edited a project to improve broker understanding which improved Customer Education Scores- Explain coverage options and market products that meet customers' insurance needs - Underwrite risks and advise clients while generating new business premiums for Home and Auto products- Provide analysis, coaching and mentoring to peers via presentations and one-to-one sessions - Recognized by Operations Leader & Operations Manager for the development of procedure enhancements that improved KPIs- Acknowledged by the Client Relationship Management Team for consistency & effectiveness

  • Unit Manager, Operations (Secondment)

    • May 2022 - Oct 2022

    - Managed an Ontario Licensed team of on queue brokers who assist our customers - Facilitated metrics meetings to encourage development and communicated business plans - Provided active coaching and sales strategies to ensure best practices and KPIs are maintained

  • Project Trainer (Temporary Assignment)

    • Mar 2022 - Apr 2022

    - Trained an Ontario Licensed group of brokers to assist customers with home & auto transactions

  • Service Specialist

    • May 2019 - Mar 2022

    - Dual Licensed Service Specialist for Home and Auto insurance policies (ON & West)- Developed procedure enhancements to reduce average handle time which improved service metrics- Edited a project to improve broker understanding which improved Customer Education Scores- Explained coverage options to assist clients in tailoring policies to meet their insurance needs- Underwrote risks and advised clients while generating new business premiums for Home and Auto products- Provided coaching and mentoring to peers via presentations and one-to-one sessions - Recognized by Operations Leader & Operations Manager for the development of procedure enhancements that improved KPIs- Acknowledged by the Client Relationship Management Team for consistency & effectiveness

• 

  Allstate

  • Sales And Service Agent

    • Apr 2018 - Aug 2018

    - Licensed Customer Contact Centre Agent at Corporate Head Office - Assisted clients by marketing, quoting and servicing policies to meet their insurance needs - Provided exceptional client experiences through inbound and outbound sales and service calls

• 

  TD

  • Customer Service Representative

    • Jul 2013 - Apr 2018

    - Front line staff to welcome and assist customers with financial transactions at a high volume TD branch - Developed client base by marketing products/services such as credit cards and pre-authorized transfers - Effectively analyzed and processed client transactions which helped our branch generate growth, increasing revenue - Regularly interpreted and explained policies regarding accounts and fees for customers - Provided customers with advice to save time, save money and make money by explaining alternative options - Recognized with ‘Top Box’ Index scores for providing exceptional customer interactions, helping to attain corporate goals

  • Compliance Co-Op/Intern Associate

    • Apr 2015 - May 2015

    - Executed detailed analysis of financial documents to support business communication plans and project completion - Completed Daily Action Notes for Equity Trading and Research Compliance - Executed Fidessa & Real Tick Reviews for US transaction accounts - Conducted DMA Limit & Internal Cross Reports adhering to internal policies and deadlines to ensure regulatory compliance - Fulfilled additional research projects as assigned by AVP - Recognized for “unprecedented” networking ability by the AVP for connecting with 30+ people in other departments

• 

  BCS Communications Ltd.

  • Toronto, Canada Area

  • Communications Intern

    • Jan 2016 - May 2016
    • Toronto, Canada Area

    - Copywriter and editor for online and print media content - Increased product inventory and funding that supported company events through donation requests - Enhanced company awareness through cold calls to prospective donors - Organized meetings within and outside of the office to promote company initiatives - Published author in external company magazine issues

• 

  Eloquent Notes

  • Freelance Copywriter

    • Aug 2010 - Apr 2016

    - Created captivating lyrical songs, poems and commercials for personal and business events, radio and other forms of media - Completed market research that lead to the creation of products that satisfied customer’s needs for unique gifts - Innovative means of capturing special occasions in personalized songs or poems - Developed website, used decided channels and social media to attract clients - For examples and client testimonials, please visit: https://www.eloquentnotes.com/examples.html - “I’m so excited to see what you come up with next!” – very happy business owner

• 

  Allard Johnson Communications

  • Marketing Intern

    • May 2010 - Aug 2010

    - Collaborated with pharmaceutical companies to develop effective advertising campaigns that adhered to regulations - Coordinated communication with pharmaceutical companies in the development of their advertising campaigns - Submitted print media advertising campaigns to The Pharmaceutical Advertising Advisory Board for approval - Prepared and tracked the creation and copy of ad campaigns for numerous clients - Edited copy for spelling, grammar, and to ensure legal requirements were met - Organized drafts of marketing proposals/layouts for clear documentation of changes - Reviewed a confidential corporate strategy that changed the path of the company as a special project to recognize excellent work

• 

  B2B Trust

  • Toronto, Canada Area

  • Senior Administration Clerk

    • Jul 2009 - Mar 2010
    • Toronto, Canada Area

    - Assisted in the collection, and processing of confidential loan applications to support the Document Management Centre - Used team building tools to increase team morale, and so improve the overall efficiency and effectiveness of the department

• 

  Davis & Henderson

  • E-Switch Advisor

    • Jun 2007 - Aug 2007

    - Compliant to the confidentiality requirements of Davis & Henderson. This was critical to this position. - Established trusting, loyal client relationships using excellent interpersonal and communication skills - Ensured that corporate, departmental quality and productivity measurements were met without sacrificing quality of customer service - Was the 'top performer' in service excellence on a consistent basis

• 

  National Sports

  • Sports Advisor

    • May 2003 - Aug 2005

    - Developed strong client base, thus increasing revenue, customer visibility and retention for the store because of their customer service experience at our location - Developed exceptional product knowledge, to empower customers in their merchandise selection process - Assisted in training of new employees, focusing on product knowledge and the importance of customer service - Youngest employee to earn the Employee of the Year Award (Chico Award)