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Customer Service Sales

Etobicoke, ON, Canada
June 19, 2018

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Jacqueline Douglas

647-***-**** (home) 647-***-**** (mobile)

June 19, 2018

Dear Hiring Team,

I read the posting for Customer Service Management with great interest. Please find attached my CV for your consideration.

As you can see from my attached CV, with over 5-years experience focused on customer/Member service, sales and operations teams my experience aligns well with accountabilities of the Customer Service Management role. Collaborating with sales and administration to build effective process management strategies, while providing stellar levels of customer service is second nature to me

achieved by effective communication and team building. Success in this area can be defined by a consistent client satisfaction rate in the 90% range year-over-year. Eager to secure a full-time position where I can utilize my member service management and operations experience I am confident that my skill set, coupled with my attention to detail and professional manner make me an excellent candidate to effectively support and contribute to success of your organization. With the affinity between my experience, the Customer Service Management role and our shared needs, I would appreciate the opportunity to meet and discuss how my capabilities fit with your needs.

Yours sincerely,

Jacqueline Douglas

att: CV

Jacqueline Douglas

Customer Service & Operations Manager

647-***-**** (home) 647-***-**** (mobile) AREAS OF EXPERTISE

Customer service management

Recruiting / training /coaching

Financial services

Escalation resolution

Rapport building

Performance management

Process management

Presentation skills

Analytical skills

Reporting / surveys

Health care

People leadership


“Apart from contributing to the

process and strategies which

enhance any projects I am

working on, I feel that my

greatest strengths are firstly

my ability to deliver on

objectives. Secondly my skill

at gaining a clear

understanding of a exact

needs, and thirdly being able to

coordinate and lead all team

resources whilst at the same

time building strong working

relationships with colleagues

to elevate performance.”

Jacqueline Douglas


Organized, high energy, customer service and operations leader with expertise collaborating across administration, account and product teams within the financial service industry. Exceptional communicator with a consultative, forward thinking style, strong process management and reporting skills, exceptional problem solving abilities, and a keen “customer-centric” aptitude. CAREER HISTORY


Development, integration, and documentation of business processes operations and customer service best practices. With an entrepreneurial spirit, my focus has been on sourcing new business opportunities to support customer needs. MANAGER, CLIENT SOLUTIONS CENTRE KNOWLEDGE, Sun Life Financial Toronto, 2016

Responsible for managing, coaching and driving the performance of the solutions customer service teams to achieve KPIs. Supporting and collaborating closely with account, sales and administration teams to ensure a consistently positive customer experience, maximization of revenue and the retention clients and customers of group benefit and retirement plans. In charge of increasing and maintaining customer satisfaction, ensuring that the individual needs of the customer are priority. Responsibilities • • • • • • • • Recruit, Set Providing Manage/Point Motivate Management Training daily of train, escalation sales workload, develop the weekly up-mentor of and sell/processes metric growing service track for cross-and resolution reports progress, manage team staff sale to improve of of through and of additional customer local revise all KPIs efficiency client/& formal plans to remote account service company customer to classroom and representatives ensure representatives. and reduce products. service objectives executive and risk. 1-issues. on-(TO/groups. 1 are mentoring. Montreal)met. . Key Achievements

Implemented communications templates that improved client/customer satisfaction and reduced internal turnaround times by 1 full business day.

First call issue resolution constantly in the 90% range.

Developed tracking matrix identifying trend issues, resulting in training and process improvements.

DIRECTOR MEMBER SERVICE, SALES & MARKETING, Teachers Life Etobicoke, 2006 - 2014

Responsible for the day-to-day management of Member service, sales and marketing teams servicing the group benefits and insurance need of over 200,000 active and retiring educators and their families. Ensuring the timely processing of customer service initiatives, file management, billing, communications and program management. Effective multi-tasker and time manager experienced at leading across busy, dynamic departments, customer needs, and staff motivation. Dedicated to building a foundation of collaborative, engaged and integrated, operational expertise. DIRECTOR CUSTOMER SERVICE SALES & MARKETING, Teachers Life



• • Built Main and point maintained of accountability strong, for long-overall lasting management client/Member of service relationships. and contractual

• commitments Lead front-line to response clients and team Members. to Member inquiries, actively addressing queries,

• • complaints Developed Complete and protocols and present escalations. for customer identifying service opportunities KPIs comparing and service performance improvements. stats to

• • benchmarks Point Coordinate person all and for product product, targets. and service process and workflows special circumstance with marketing, with service, clients/administration Members. and IT.

Key Achievements

Solidified customer service excellence which secured client partnerships demonstrated by 100% retention rate year-over-year.

Recognized for maintaining client/Member satisfaction rates in the 90% rage year-over year.

100% retention of disability contacts, 95% retention rate of individual policies.

Designed and deployed optional strategies that realized a 232% increase in cross-sales. SENIOR MANAGER STRATEGIC MARKETS, ACE Canada

Toronto, April 2005 - June 2006

Led and drove sales growth, and retention for national clients. Cultivated and strengthened relationships with clients, departmental representatives. Effectively mentored and trained direct reports, scripted and monitored programs and customer feedback.

ACCOUNT MANAGER AFFINITY MARKETS, Manulife Financial North York, Sept 2000 - April 2005

Responsible for all aspects of marketing, product, sales and service strategies on a national scale. Initiated and managed key partnerships, generated strategic plans that elevated organizational performance and sustainable growth. EDUCATION

MBA Business Administration Studies, Western International University in process Degree, Business Administration & Marketing, George Brown College Marketing & Design, OCAD University

Communications & Advertising Accredited Professional (CAAP), Institute of Communication Agencies (ICA)

Level 1 Insurance Principles, Fellow Life Management Institute (FMLI), Life Office Management Association (LOMA)


Pipeline Performance, Sun Life Effective Leadership, Social Media Risk Course; The Service Elite; By Referral Only; Get Motivated Business Seminar; Team Management & Leadership Program; Women of Influence - Rotman School of Business PERSONAL QUALITIES

Strong interpersonal skills

Excellent leadership abilities

Effective communicator




Issue & escalation resolution


Effective communicator

Results oriented

Appetite for learning




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