Customer Service Manager
Resume:
KV
Toronto, ON
Re: Personal Lines Team Lead
I have attached my resume for review and consideration for personal lines team lead.
I consider myself as the top candidate for this position because I have over 10 years of experience in sales and customer service and over four years of people manager experience where I have successfully managed, inspired and led four teams to deliver exceptional business results for sales, CEI, compliance and retention. I am currently an inbound team manager at TDI where I am responsible for managing 16 insurance advisors where I am responsible for coaching and guiding my advisors to deliver exceptional customer service, compliance, and upsell and cross-sell to existing and new clients. My previous roles as a team manager at TDI include managing the retention team, and outbound team for Loyalty and Advice.
In terms of sales and customer service background, I worked as inbound and outbound advisor with TDI for 4 years. I used to work as a corporate account executive for Global Wireless an authorized Rogers dealership for over two years selling wireless devices and IT solutions across Ontario and initiating and executing marketing campaigns to acquire new business and drive growth and revenue with existing accounts and maintain key partnerships with different vendors and partners.
My other strengths and skills that I possess that will bring value to your department is that I have attended TD North American Phone Channel Boot Camp where I have a broad understanding of the leadership profile and how to execute it on a daily basis. I have attended management training courses such as high impact coaching, coaching for success and closing for success where I have the knowledge on to how to coach to sales interactions and excellence. I have successfully manage over 70 advisors during the last four years as a people manager and have been able to inspire, develop and fulfill career aspirations for many of my advisors during that time. I have volunteered in the past at the TD Career Connection event in Markham representing TDI and help to arrange and facilitate job shadowing at TDI for phone channel specialists.
In terms of accomplishments at TDI, I was TD All Star in 2013, three time winner of the Mega Star award which represents outstanding leadership, and TD Boot Camp Champion. I have strong time management and decision making capabilities, and have an Honors bachelor’s degree specializing in Marketing from York University.
I thank you in advance for considering me as a candidate for this position and look forward to discuss my qualifications in person.
Yours sincerely,
James George
Objective: Personal Lines Team Lead
Highlights of Qualifications:
Over four years people manager experience managing, developing, and motivating teams to achieve company objectives.
A strong background in customer service, sales, underwriting, outbound and retention.
Strong analytical and decision making capabilities
Strong relationship building and interpersonal skills.
Adaptable and self-motivated in a fast moving environment.
Detailed oriented and focused on efficient services.
RIBO Licensed.
Proficient in MS Excel, MS Word and MS Outlook.
Excellent oral and written communication skills and problem resolution abilities.
Able to manage time effectively to meet the goals of the department and the company.
Education and Professional Development:
CIP Program
Courses completed so far include: Automobile Insurance, Insurance against Liability, Underwriting Essentials, Advanced Underwriting, Fraud Awareness and Prevention
Honors BAS, Business Administration
York University June 2004
Received Honors Degree in BAS specializing in marketing
Ontario Secondary School Diploma
West Humber Collegiate Institute June 1998
Employment Experience:
TD Insurance Meloche Monnex January 2008 – Present
Inbound Team Manager, July 2015 to present
Coach and mentor 16 insurance advisors to meet and exceed daily goals related to customer experience, financials, and compliance.
Led my team to exceed financials last year and for Q1 this year for sales and cross-sales.
Ambassador for the center for the water damage prevention service project. Responsible for sharing results with operational managers and working closely with 3rd party vendor to drive referrals for the center.
Retention Team Manager, September 2014 to July 2105
Lead and manage 15 retention specialists in retaining our TDI clients in Ontario who are looking to cancel due rate increases and providing coaching to my advisors to deliver exceptional customer service and advice.
Role entails me providing analytics and reporting to senior manager and AVP on how the center is doing with respect to retention and trending in terms of cancellations.
Call monitoring to ensure advisors are adhering to TDI customer experience model and to ensure underwriting and compliance requirements are being met.
Outbound Loyalty Team Manager, July 2013 to Present
Led and managed 10 loyalty specialists in retaining our profitable TDI clients in Ontario and providing coaching to my advisors to deliver exceptional customer service and upsell and cross-sell to existing clients.
Help the loyalty team to generate $1.1 million dollars in total net premium last year based on retention results and sales premium generated from retention calls.
SME for the Great Save Retention Campaign in providing advice on retention using the CEM and HEAT model to the CSC offices in Ontario.
Received TD All Star award for 2013 for delivering exceptional results as inbound and outbound team manager.
Attended North American Phone Channel Boot Camp and have a broad understanding of leadership profile and how to execute it on a daily basis.
Employee Experience-Achieved a TD Pulse score of 4.38 this year.
Inbound Team Manager, February 2012 to June 2013
Managed and led two inbound teams from February 2012 to June 2013 to achieve company objectives, provide legendary CEI, and meet their personal development goals.
Received Mega Star in Q1 2012, Q4 2012, and Q1 2013.
Led inbound team last year to CEI score of 37% up to end of June.
Led inbound team last year to achieve its sales objective with a percent to plan of 108% up to the end of June.
Attended high impact coaching, coaching for success and closing for success management training courses from 2012 to 2013.
Career Progression-made lateral move to Loyalty team as outbound team manager in July 2013.
Inbound/Outbound Insurance Advisor, January 2008 to January 2012
Achieved exceptional CMP score for 2008 and 2010.
Achieved exceptional for PP & D in 2011.
Member of social committee and United Way in 2008/2009.
Received Merit Ovation award in 2011.
Worked on the outbound team as an advisor from Jan 2011 to June 2011.
Global Wireless Authorized Rogers Wireless Dealer
Corporate Executive, August 2005-December 2007
Responsible for acquiring new business and maintain existing accounts by promoting and selling Rogers Wireless, IP Telephony, Wire line and data solutions.
Job entailed selling face to face to clients and preparing cost analysis, presentations, and training on wireless devices and handhelds to customers.
Maintain relationships with existing clients and introduce new products and solutions that meet customer needs to generate additional revenue and growth.
Responsible for activating cell phones and ensuring that product is delivered in a timely manner.
Assisted in training of new sales reps by having them shadow me on appointments.
Intense product training on window mobile devices, PDAs, POS, fleet solutions, landlines, phone systems, and WI-FI.
Required in depth knowledge of various corporate plans and data solutions available through Rogers platform.
Key Achievements
R3 Acclivus sales training.
Achieve monthly sales quota each month.
Receive certificate for completing voice and data training classes.
Bell Canada
Direct Marketing Associate, January 2005 to August 2005
Telecommunication sales consultant responsible for selling IT products and services over the phone to the small and medium business market segment.
Responsible for learning about the way different businesses work and providing them with full telecommunication solutions, reaching a projected sales bonus on a daily weekly and monthly basis.
Position required extensive knowledge of telecommunication products (i.e. Internet services, Voice over I.P. services Wireless communication Bell Hosted Microsoft Exchange).
Recommended new products and services to new and existing Bell customers.
Key Achievements
Receive certificate for completion of 5 week sales training program.
Member of Bell Canada Junior Achievement program.
Contact this candidate