Customer Service Insurance Advisor
Resume:
To whom it may concern.
I am writing to apply for the District Manager position as posted on your website. As you will see on my attached resume, I have extensive experience in management, business administration, customer service, a strong education including lead six sigma just to name a few. I am looking for a position that will utilize my past-experience and education and where I can contribute to the overall success of my team.
I have over 15+ years in people management as well as risk management and customer industry experience. I also have 10+ in claims and people management and am very strong with all Microsoft applications and am a very fast learner which I feel would be an additional asset to your team. I am also very eager to take additional continuing education as needed.
I believe I have a lot to offer, and hold the necessary skills and experience gained through balanced work, prior experience, attention to detail and excellent communication skills that will enable me to make an immediate contribution to your team.
To end, I am confident that I am the best choice for this role, you will find my enthusiasm infectious, challenging the status quo and constantly looking for solutions to problems. I am the employee that prides on going the extra mile to exceed customer expectations, making sure to represent my company in every aspect with pride and passion. I believe that education is power and am always willing and able to learn. I am focussed, dedicated and a quick learner; given the opportunity I will not let you or your team down.
Sincerely yours,
Susan C. Vause; CIP, CRM, CPPA
Susan C. Vause; CIP, CRM, CPPA
C: 905-***-****
*****.*****@*********.**
Career Objective
To obtain a position that utilizes and challenges my management, organizational and negotiating skills; ultimately broadening my experience, education, and ability.
Summary of Professional Strengths
A flexible and quick-learning individual with proven management, professional and analytical skills; has great interpersonal skills and enjoys leading or working as part of a team and/or as an individual contributor; displays excellent communication skills internally/externally and can easily adjust to different staff levels. An evolving career has allowed the further enhancement of the following skills:
Planning and Organization
Analytical, Problem Solving and Negotiating
Communication and Presentation
Facilitating and Coaching
Professional Experience
Sr. Field Pricing Rep – E-djuster, Ottawa, ON Dec 2016 – Present
Work with Adjusters / Field Reps and insureds on a daily basis
Research & pricing like / kind and quality on claim in a timely fashion
Sr. Claims Road Advisor – E-djuster, Ottawa, On Aug 2016 – Dec 2016
Attend and inspect fire losses (personal and commercial)
Work with insurance companies and insured to determine salvageable vs. non salvageable items
Determine value of a claim
Sr. Fraud Claims Specialist – RBC Insurance, Mississauga, ON Jan 2010- Aug 2016
Conduct immediate investigations and evaluations, aand complete an analysis to recommend and execute settlement on all assigned claims. Responsibilities include:
•Determine and address the initial customer service expectations
•Review policy(s) and determine coverage application in each loss situation
•Determine and execute investigation requirements
•Determine value of claim and settle accordingly
•Attend and execute examinations under oath as needed
•Prepare for and attend settlement conferences as needed
•Prepare and settle total loss settlements with insureds in a timely fashion
•Work closely with insurance investigative services on high-end files, including fraud and SIU claims
•Work effectively, professionally, and efficiently with third-party vendors and other departments as required
Manager, Sales/Contact Center Operations – Home & Auto
RBC Insurance, Mississauga, Ontario Feb 2003 – Jan 2010
Responsible for performance coaching and maintaining motivation of inbound contact center sales and service staff. Change management and communication skills have been essential to meeting objectives and business requirements. Accomplishments include:
•Direct report team consistently highly ranked for production results
•Successfully organized and assisted in the organization of first aid and CPR training for all of RBC in conjunction with my role in the Health & Safety committee
•Key liaison working with senior management/stakeholders and other key partners in various projects
•Years of project management in several area’s – specifically H&S/Clean Sweep/Auto-Reform/Policy and/or system changes in the sales center
•Observational coaching & LSS experience and in both practical and in theory
Sr. Licensed Insurance Advisor (Sales/SME)
RBC Insurance, Mississauga, Ontario Feb 2001 – Feb 2003
• Respond to telephone/written inquires re: insurance products by providing superior customer service and giving high priority to customer satisfaction.
•Advise and quote customers on most appropriate product for their need.
•Increase revenue for the company by selling property and casualty insurance products marketed through an inbound/outbound contact center. Ensuring customers are charged premiums commensurate with risk.
•Provide complete solutions to customer concerns/problems, escalating where necessary and appropriate.
•Underwrite renewal policies.
•Act as a first point of contact for customers in the claims process.
•Perform administrative duties as required, such as adequate documentation and record-keeping on customer accounts.
Insurance Service Specialist, Life/A & S/Mutual Funds
Edward Jones Investments, Mississauga, ON Jul 2000 – Feb 2001
Responsible for the training of all new hires in life and accident & sickness insurance, including a six week on-boarding program, including both internal and external brokers and multiple corporate partners. Responsible for monitoring and maintaining daily, monthly, quarterly, and annual sales reports and results. Responsibilities include the supervision of up to twelve Sales Representatives, monitoring and managing their performance levels. Accomplishments include:
•Direct report sales team achieved a 100% increase in monthly sales, within a one-year period
•Successfully designed and implemented multiple sales scripts, techniques, and protocol to be utilized on client’s specific corporate partners
•Created and maintained multiple sales tables and charts to highlight current results and predict future trends
•Represented the Director of Sales, and was a participant of weekly executive meetings and partner reviews
Professional Development
Certified Personal Property Appraiser (CPPA) Completed 2017
Canadian Risk Management Program (CRM) Completed - 2012
Fellow Chartered Insurance Professional (FCIP) Designation/Courses In Progress
Chartered Insurance Professional (CIP) Designation/Courses Completed - 2010
Business Performance Excellence Completed - 2010
ILS Insurance Courses Completed - 2008
Managerial Excellence Completed – 2006
Fact vs. Fiction – Interviewing/Statement Analysis Completed - 2010
IBS-U Education Series
Coaching for Performance - Tom Stoyan Completed - 2000
Ontario Management Development Program – Leadership Skills Completed - 2003
Sheridan Institute of Technology, Mississauga, Ontario
•Successfully completed a three-year program in Business Communications, with concentration in the following areas: Business Administration, Statistics, Human Resources, Economics, Leadership, Communication, Marketing, Politics and Organizational Behaviour.
Technical Knowledge
•Microsoft Office (Excel, Word, PowerPoint, Outlook)
•Ccommunications applications associated with email and Internet
To whomsoever it may concern
I would like to talk about Susan Vause whom I have known for about 7 years now. She was my reporting manager while I was a home and auto advisor at RBC. Subsequently she became my friend and mentor too.
Susan is a very committed and focused leader. In her role as a Team Leader in the Advice Center of RBC Insurance, she was most of the time acting as a leader and only for short times as a manager. I would attribute all my success at RBC to her mostly. She was a source of inspiration and a fantastic guide who motivated not only me but the whole team around her to reach higher levels of success. Her humility and personal actions were a role model for other Team Leaders to emulate.
A few examples of her transformational leadership:
She was able to lead the high-performance team to achieve some of the top awards in the Advice Center
1.2nd highest revenue by any advisor (amongst a total of 300 advisors) – awarded by Director
2.President’s award to so many members on her team in year 2008-2010 for exemplary achievement in sales results and sales behaviors
3.Personally responsible for several advisors moving to sales and service leadership role within organization
4.Unique coaching style – consultative suggestions which helped employees to discover hidden strengths
5.Supported yearly reward of performance in an exemplary way
As is often quoted at RBC, she was a true visionary, a practical implementer, and a tough negotiator. She was able to see any rising problems much in advance and had an action plan ready to overcome those eventualities.
She is also much focused individual, easy to approach and has deep knowledge of insurance business. She has excellent credentials and long tenure of experience leading high performance teams. She would be a great asset for any team, any organization, or any corporate entity.
I wish her all the best in her future endeavors!
Ash Ghose, B.Sc. Engg (Mech), CIP Manager Employee Development RBC Recruitment & Trainee Management 6880 Financial Drive, Mississauga, ON, L5N 7Y5 T. 905-***-****
SUSAN C. VAUSE; CIP, CRM, CPPA
******@*********.**
******@*-*******.**
Susan C. Vause
37 Todmorden Dr
Brampton, ON
L7A 1M7
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