Bahareh Babadivand
Toronto
Summary
Dedicated professional with a proven track record in customer relationship management, coaching, and leadership. Fosters honesty, teamwork, and creative solutions to drive team growth and client satisfaction. Skilled in empowering and helping teams grow through transparent communication, collaboration, and innovative problem-solving. Committed to creating a positive environment that promotes trust, development, and long-term success for both clients and team members.
Overview
6
6
years of professional experience
Work History
Member Solutions Team
Hagerty
10.2023 - Current
- Taking service recovery calls with a focus on empathetic problem-solving, consistently achieving high satisfaction scores and restoring customer trust.
- Conducting call listening sessions to assess service quality using scorecards, identifying opportunities for improvement based on excel data and trends and providing actionable feedback to enhance team performance.
- Facilitating group coaching sessions and developed resources, including training guides and feedback templates, to support team growth
- Onboarding new team members to the Member Solutions team, providing them with essential training and resources for a smooth transition.
- Handling emails and urgent requests from territory managers and claim managers.
Team Lead Back Up
Hagerty
10.2023 - Current
- Acting as a resource for team members by answering questions and providing guidance on processes and procedures.
- Facilitating communication within the team, addressing concerns and fostering collaboration to maintain productivity.
- Assisting in training new team members, sharing knowledge and best practices to promote a cohesive team environment.
Hagerty Drivers Club Specialist
Hagerty
12.2022 - Current
- Provide regular product updates to inform the team on new features, trends, and opportunities, enhancing team knowledge.
- Review team performance weekly and facilitate one-on-one coaching sessions to support skill development and address individual growth areas.
- Attend weekly meetings to share emerging trends between US and Canada teams, collaborate with leaders, aligning on team goals and strategies for improved customer interactions.
- Created and delivered presentations to both large and small groups. Lead interactive sessions to build product expertise and foster continuous learning within the team.
Automotive Enthusiast Advisor IV
Hagerty
06.2021 - Current
- Achieved the highest underwriting level within defined parameters, demonstrating expertise in assessing and managing risk.
- Specialized in underwriting complex and specialty risks, applying in-depth analysis to determine risk exposure and ensure optimal coverage.
- Possess comprehensive knowledge about insurance, vehicles, and related products, enabling informed decision-making and effective risk assessment.
- Provide exceptional customer service, guiding clients through the underwriting process and addressing inquiries with clarity and professionalism.
Bar Raiser
Hagerty
06.2023 - 01.2024
- Acted as the voice of the team, communicating challenges and concerns to senior leaders while representing team perspectives in decision-making meetings.
- Kept the team engaged by sharing updates on leadership actions and initiatives, fostering transparency and collaboration.
- Met regularly with managers and senior leaders to discuss team dynamics and identify opportunities for enhancement and alignment on strategic goals.
- Acted as a peer leader, mentoring colleagues and promoting a positive team culture.
Subject Matter Expert
Hagerty
05.2023 - 02.2024
- Prepared and delivered presentation to the new hires
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Mentor
Hagerty
10.2021 - 01.2022
- Provided guidance and created a safe learning environment to support new team members, fostering their professional growth and development.
- Conducted regular one-on-one and group sessions to provide tailored feedback, helping mentees identify strengths and areas for improvement.
- Shared product knowledge and best practices, enhancing mentees' skills and confidence in their roles.
Cashier/Sale Associate
The Home Depot
03.2020 - 06.2021
- Provided exceptional customer service by assisting customers in product selection and answering inquiries about home improvement projects.
- Maintained in-depth knowledge of store inventory, enabling informed recommendations and effective upselling of products.
- Processed transactions accurately and efficiently, handling cash, credit, and returns in accordance with company policies.
Operations Support
Seneca College
05.2019 - 05.2020
- Coordinated events and activities, providing logistical support and ensuring adherence to timelines and budget constraints.
- Responded to inquiries from students and staff, providing information and resources to enhance the overall college experience.
- Managed front desk operations, greeting visitors, emails, answering inquiries, and directing them to appropriate resources and departments.
Education
Certificate - Leadership And Performance Caching
Canada Coach Academy
Toronto, ON09-2024
Certificate - Leading Teams
University of Michigan
Coursera08-2023
Business Administration - Financial Planning - Advanced Diploma -
Seneca College
Toronto, ON05.2021
Skills
- Client relationship building
- Exceptional communication
- Teamwork
- Adaptability and flexibility
- Coaching and mentoring
- Quality assurance
- Expert problem solving
- Time management
Accomplishments
Represented the Iraninan national table tennis team, travelling internationally to compete in tournaments, demonstrating discipline, resilience, and a global perspective.
Timeline
Member Solutions Team
Hagerty
10.2023 - Current
Team Lead Back Up
Hagerty
10.2023 - Current
Bar Raiser
Hagerty
06.2023 - 01.2024
Subject Matter Expert
Hagerty
05.2023 - 02.2024
Hagerty Drivers Club Specialist
Hagerty
12.2022 - Current
Mentor
Hagerty
10.2021 - 01.2022
Automotive Enthusiast Advisor IV
Hagerty
06.2021 - Current
Cashier/Sale Associate
The Home Depot
03.2020 - 06.2021
Operations Support
Seneca College
05.2019 - 05.2020
Certificate - Leadership And Performance Caching
Canada Coach Academy
Certificate - Leading Teams
University of Michigan
Business Administration - Financial Planning - Advanced Diploma -
Seneca College
Similar Profiles
Jessica Cortes GuillenJessica Cortes Guillen
Bilingual Assistant Manager of MSC at HagertyBilingual Assistant Manager of MSC at Hagerty
Shay RobinsonShay Robinson
Automotive Enthusiast Advisor II at HagertyAutomotive Enthusiast Advisor II at Hagerty
Lexi GriffithLexi Griffith
Automotive Enthusiast Advisor 3 Service (Pilot) at HagertyAutomotive Enthusiast Advisor 3 Service (Pilot) at Hagerty