Customer Service Sales Representative

Kelly-Ann Hanniford

*** ******* *****

Hamilton, Ontario

L9A 0A1

Home: 647-***-****

*************@*****.**

August 6, 2012

Attention: Human Resources

Please regard this application for the position of Insurance Sales Representative.

With over twelve years of customer service experience I possess a unique mix of experience and skills that can assist your company in the critical customer service area. Through past work experiences I have acquired exceptional communication skills, strong critical thinking, problem solving, analytical and decision making skills in order to assess complex information and make timely decisions. My results-driven approach and excellent customer service includes strong communication and active listening skills, effective negotiation, influencing and dispute-resolution abilities. Organizational and time management skills allow me to effectively work under pressure in a high volume environment independently or as part of a team. Experience, skills, and abilities that I can offer your company include:Twelve years of customer service experience, Excellent communication and conflict resolution skills, Critical problem solving and Analytical skills,Ability to communicate, negotiate and resolve difficult situationsThe ability to work independently or within a teamExcellent grasp of the one to one customer relationship management principlesExperience working effectively in a dynamic, multi-tasking environment. OTL Licensed – Currently enrolled to participate in the RIBO equivalency exam

I would like to put my drive, energy, and experience to work for your team. I have enclosed a brief resume to help you discover a little about me and what I have accomplished. As you review it, I hope a central point stands out: I do excel when I am accountable for results as managers and clients can see.

I would welcome a personal interview to discuss my qualifications in detail. I offer the necessary experience; dedication and personal qualities to serve as an excellent consultant in assisting your organization reach its objectives.

Thank you for your consideration. I look forward to our conversation.

Sincerely,

KellyAnnHanniford

Encl.

Kelly-Ann Hanniford

185 Lorenzo Drive, Hamilton, Ontario, L9A O1A

(Home) 647-***-****

*************@*****.**

Profile

Knowledgeable in the area of effective teamwork, communication skills, time management and conflict resolution procedures. Dedicated to the achievement of goals and the utilization of the resources in which to achieve them. Self- motivated and results oriented in a timely and positive manner. Confidently assumes responsibility, assess needs and establishes priority.

Flexible: Adaptable and enjoys new challenges

Highlights: 12 Years Customer Service experienceExcellent communication and interpersonal SkillsAbility to work under stressful & time constraint situationsTime management and organizational skillsMS Word, Excel, Internet, Power point, Outlook

Experience: Desjardins October 16, 2009 to March 2012

Property & Casualty Insurance AgentAssist clients in setting up property and Auto policiesAssist walk in clients with policy requestsProvide assistance for policy modificationsRecommend management action to improve standard operating procedures. present comparisons on costs, risks, and benefits, check deadlines on incoming requests and put preliminary work in playParticipate in continuous training on new FSCO requirementsProvide continuing support on pilot projects and training for new hires Compose correspondence/reports for individual accountsAssure discreet handling of all business in relation to accounts payable, billing and account information.prospecting and cold calling potential new clients Received award for #1 Sales agent in Ontario, Atlantic and Western provinces 2010 and 2011.

Kelly-Ann Hanniford

Page 2

TELUS March 2001 to December 2007

Channel Care Credit AnalystEnsure one call resolution when resolving dealer inquiries regarding activation, service, billing and equipment.Handle internal and external client inquiries concerning fraudulent activities.Follow constantly changing procedures to minimize company losses.Troubleshoot technical service issues and finding appropriate resolutions.Provide recommendations on long term solutions to retain clients.Prepare uncollected accounts for collection action.Achieve individual goals, based on quantitative and qualitative standards

Bell Mobility March 1999 – March 2001

Senior Customer Service RepresentativeAssist clients with account inquires such as activations, billing explanations, troubleshooting and product knowledge.Investigate and follow up with roaming department regarding logged tickets.Assist with UAC testing on new products and features.Prepare uncollected accounts for collection activity.Participate in ongoing training to constantly upgrade knowledge.

Education:

Seneca College of Applied Arts and Technology September 1996 to July 1998

Travel and Tourism: In-Flight Services

Hotel Management

Self- improvement Courses:Understanding Complaint Management April 2010Effective meeting Communication May 2010TICO June 2012

Interests: A passion for travel and multi-culturism

References Available Upon request

Contact this candidate