Andrea McDonald
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager, Personal Lines
KRGInsure
Whitby, ON
08.2021 - Current
- Manage and motivate employees to be productive and engaged in work.
- Accomplish multiple tasks within established timeframes.
- Maintain a professional, organized, and safe environment for employees.
- Enhance customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service.
- Foster a cohesive team environment to enhance collaboration and performance.
- Resolve escalated customer issues efficiently, ensuring satisfaction and maintaining service standards.
- Enhance customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolve staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximize performance by monitoring daily activities and mentoring team members.
- Cross-train existing employees to maximize team agility and performance.
- Streamline workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Establish team priorities, maintained schedules and monitored performance.
- Evaluate employee performance and conveyed constructive feedback to improve skills.
- Currently manage 10 personal lines Customer service representatives and 2 personal lines Technical Service Representatives.
- EPIC "SUPER USER"
New Business Development Representative
KRGInsure
Oshawa, ON
09.2019 - 09.2021
- Built strong relationships with prospective clients to establish trust and increase likelihood of successful partnerships.
- Expanded client base through targeted outreach efforts, resulting in increased sales.
- Continuously improved personal sales technique by seeking constructive feedback from peers, managers, and clients alike.
- Negotiated contracts with new clients, ensuring mutually beneficial terms for both parties involved.
- Engaged with customers to build business relationships.
- Developed knowledge of company products and services to make suggestions according to customer needs.
- Negotiated contracts and closed sales with new and existing clients.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Enhanced company presence at industry events, representing the organization professionally and networking effectively with potential partners.
- Elevated customer satisfaction by promptly addressing inquiries and providing comprehensive information about products and services offered.
Account Sales Executive
McDougall Insurance
Courtice, ON
09.2018 - 09.2019
- Developed and implemented sales strategies to increase revenue.
- Expanded market share by identifying new opportunities and targeting untapped markets.
- Monitored sales analytics regularly to identify areas of improvement in overall performance metrics.
- Mentored junior sales executives, fostering a culture of continuous learning and growth within the team.
New Business Development Representative
KRGinsure
Oshawa, ON
09.2010 - 09.2018
- Successfully converted qualified leads into long-term customers through strategic follow-up communications and relationship building efforts.
- Provided timely updates on progress toward sales goals, informing management of any challenges or opportunities that arose during the process.
- Delivered impactful product demonstrations to showcase features that aligned with client needs and interests.
- Utilized BMS System tools to track communication with prospects and maintain an organized pipeline of potential deals.
Personal Lines Account Manager
DIS Insurance
Whitby, ON
09.2009 - 09.2010
- Managed a diverse book of business with attention to detail and accuracy, ensuring proper documentation was maintained for each account.
- Exceeded performance metrics consistently by efficiently managing workload and prioritizing tasks based on urgency and complexity levels.
- Assisted clients with policy changes, ensuring accurate adjustments were made to meet their specific needs.
- Evaluated competitors' products and services to gain competitive advantage.
- Monitored customer feedback and identified areas of improvement.
- Analyzed risk factors to recommend appropriate coverage levels.
- Finalized sales and collected necessary deposits.
- Collected premiums on or before effective date of coverage.
- Calculated premiums and established payment methods for sales.
- Met with customers to provide information about available products and policies.
- Analyzed customer needs to provide customized insurance solutions.
- Educated clients on insurance policies and procedures.
Commercial Lines Account Manager
BFL Insurance
Toronto, ON
04.2008 - 09.2009
- Collaborated with underwriters to ensure accurate policy issuance and appropriate coverage levels.
- Maintained up-to-date knowledge of industry regulations, staying ahead of potential impacts on client policies.
- Coordinated cross-departmental efforts to resolve complex issues, ensuring a seamless experience for clients.
- Negotiated competitive insurance rates with carriers, maximizing value for clients.
Skills
- Customer service
- Team leadership
- Decision-making
- Verbal and written communication
- Staff training
- Goal
- Relationship building
- Performance management
- Performance evaluations
- Experienced using Epic/Tam/SIG/Power Broker
Languages
English
Certification
Registered Insurance Broker (Ontario)
Timeline
Manager, Personal Lines
KRGInsure
08.2021 - Current
New Business Development Representative
KRGInsure
09.2019 - 09.2021
Account Sales Executive
McDougall Insurance
09.2018 - 09.2019
New Business Development Representative
KRGinsure
09.2010 - 09.2018
Personal Lines Account Manager
DIS Insurance
09.2009 - 09.2010
Commercial Lines Account Manager
BFL Insurance
04.2008 - 09.2009