An analytical and highly organized problem solver with 20 years’ experience in operations and administration in roles that support clients and account managers and provide systems support
Considered the systems guru who is consistently called upon to test new systems and train colleagues and new employees
Ability to multi-task and prioritize based on relative importance and urgency
Excellent project management skills with a strong ability to anticipate and prevent problems
Great customer service skills applied to both external clients and internal stakeholders
Work well within a team environment and independently
Proficient with MS Office products including Word, Excel, PowerPoint and Outlook
ACE INA LIFE INSURANCE / CHUBB INSURANCE 2001 – 2018
Operations Specialist - Affinity Markets / Direct Marketing
Managed client account information and worked with account managers on reports required to review data and implement necessary changes and/or review trends within the market.
Provided training to new and existing employees on internal systems, products, reporting and processes.
Reviewed impact of new product launches on operations and systems; liaised with sales and IT to test and provide recommendations on initiating new products into existing systems and processes.
Acted as a day-to-day liaison with outsourced customer service, telemarketing, printing vendors as well as Sponsor/Brokers, offered support, reporting and resolutions.
Provided week-long group training to outsourced call center employees to ensure understanding of products and systems and provided coaching, call monitoring and support.
Set-up new products and programs in the system so that Customer Service and Operations staff could access and utilize the new features. Oversaw the roll-out plan and implementation.
Automated all client correspondence to ensure easier access for Customer Service employees. This resulted in significant time and cost savings.
Direct Marketing Administrator
Investigated any discrepancies or fraudulent activity with invoices and worked with vendors to ensure any issues were resolved in a timely manner.
Reviewed processes ensuring efficiency and providing suggestions for cost savings.
Created and maintained the System Security processes and reports and handled the annual audit.
Performed administrative functions such as invoice payments, electronic filing, setting up meetings, responding to Customer inquiries and escalations as well as enrollment disputes.
Processed and updated all of the printing of customer correspondence.
Managed the sorting and filing of applications, cancellations, changes of coverage etc.
Pulling files as needed for the Claims Department and Customer requests.
DATACOM MARKETING 1998 – 2001
Creating and maintaining spreadsheets such as expenses, commissions, disputes, etc.
Managed sales and commission data for weekly payroll entry.
Worked in a fast-paced environment requiring completion of multiple tasks within tight deadlines.
Manages sales files.
EDUCATION AND PROFESSIONAL TRAINING
Ryerson University: Marketing Management Certificate - 2010
Sir Sandford Fleming College: Diploma in Drug and Alcohol Addiction Counseling – 1998
Parent Counsel Member - Assist in selecting and organizing fundraisers, make recommendations on allocation of funds raised.
Member of the Employee Engagement Committee at Chubb - Provided solutions in response to an employee survey.
Social Committee - Planned and managed corporate events for 200-400 employees.
Coached T-Ball for Baseball Oshawa - Coached a group of 5-year old’s.