Toronto, Ontario, Canada
I am a result-driven Customer Service Representative with proven experience in the insurance industry, specializing in policy administration, claims support, and client relationship management. My focus is on delivering efficient, accurate service that strengthens customer trust and supports organizational goals. -Consistently handle 20–40 inbound calls per day while maintaining service-level agreements and exceeding performance targets -Achieved 95%+ customer satisfaction scores and maintained a first call resolution rate of 85–90%, ensuring issues are resolved quickly and effectively -Proficient in Genesys call center framework for managing high-volume inbound/outbound interactions and optimizing call routing -Experienced with CRM and FOCUS platforms to document policies, track claims, and maintain accurate customer records -Expert at identifying customer needs and providing clear, actionable solutions that improve retention -Collaborative team player with strong communication skills, ensuring seamless coordination across departments
Ensure optimal client service by efficiently handling high service request volume in a friendly and professional manner Consistently meeting and exceeding customer needs and expectations, and promptly escalating all issues to the department manager Assisting in organizing rush requests and preparing document packages and reports Confidently addressing lawyers and lenders regarding any issues related to their specific files, escalating to internal partners as necessary