Catherine Driver
Fort Erie,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the insurance industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Client Care Representative
Billyard Insurance Group
01.2023 - Current
- Directed incoming calls to internal personnel and departments, routing to best-qualified department while maintaining a positive attitude and professional demeanor at all times
- Collected and distributed messages to team members and managers to support open communication and high customer service.
- Sorted and delivered mail and packages upon arrival to correct staff members and departments.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Confirmed important personal and various payment information for compliance with security and payment card industry standards while transacting those payments
- Demonstrated adaptability in accommodating last-minute changes or emergencies that may occur without compromising overall efficiency.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Demonstrated unwavering commitment to protecting client privacy and maintaining the confidentiality of sensitive information.
- Built strong relationships with clients through consistent follow-up and genuine empathy during difficult situations.
- Adapted quickly to changing circumstances or updated processes while remaining focused on providing excellent service.
- Delivered exceptional service by promptly responding to client inquiries through phone, email, and chat platforms.
- Ensured compliance with company policies and industry regulations during all interactions with clients.
- Answered customer questions via telephone, email and live chat services.
- Utilized insurance company portals to view client information to view their billing inquires and/or transact their payments
- Provided excellent customer service by following up with clients, mailing out applications and responding to incoming calls.
Administrative Assistant
Youngs Insurance
06.2006 - 01.2023
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained a clean and welcoming office environment, fostering positive impressions among clients and visitors alike.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Managed filing system, entered data and completed other clerical tasks.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Expedited invoice processing, ensuring accurate recording of financial transactions in the accounting system.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Trained new team members on company policies, procedures, and best practices for delivering top-notch client care.
- Restocked supplies and placed purchase orders to maintain adequate stock levels
- Volunteered to help with special projects of varying degrees of complexity.
Operations Assistant
Canadian Consulate General
09.2001 - 01.2005
- Managed day-to-day department operations with effective workflow coordination.
- Provided administrative support with accurate document preparation and data entry.
- Expedited processing times through careful data entry and meticulous attention to detail in handling paperwork.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Proofread and edited documents for accuracy and grammar.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Weighed letters and packages and calculated costs based on classification, weight, and destination.
- Operated various mailing equipment such as postage meters, folding machines, and labelers for efficient mail preparation.
- Supported office staff by providing assistance with packaging, addressing, and shipping of outgoing items as needed.
Education
Certificate - Front Office Medical Assistant
Niagara College
Niagara On The LakeSkills
- Administrative and Office Support
- Customer Relations and Service
- Call Center Operations
- Client Retention
- Microsoft Office
- Professional telephone demeanor
- Medical terminology knowledge
- Document and Records Management
- Application processing
- Document Review
- Cross-Functional Collaboration
- Transaction Processing
Languages
English
Full Professional
Timeline
Client Care Representative
Billyard Insurance Group
01.2023 - Current
Administrative Assistant
Youngs Insurance
06.2006 - 01.2023
Operations Assistant
Canadian Consulate General
09.2001 - 01.2005
Certificate - Front Office Medical Assistant
Niagara College
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