Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Cindy Wood

Edmonton,AB

Summary

With over 24 years of experience in personal lines insurance, notably at Direct Line Insurance, I excel in providing top-notch customer service and building strong client relationships. My proficiency in various industry software, combined with a Level II General Insurance License, underscores my technical expertise and commitment to professional growth. Recognized for increasing client satisfaction and retention, my skills in problem-solving and decision-making set me apart.

Overview

24
24
years of professional experience

Work History

Personal Sabattical

Out of Province - Compassionate Care for Mom
10.2023 - 05.2024

Insurance Broker - Left for Family Emergency in PE

Direct Line Insurance -
06.2023 - 10.2023
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
  • Achieved high customer retention rates by maintaining open communication channels and addressing concerns promptly.
  • Calculated quotes and educated potential clients on insurance options.
  • Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.
  • Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
  • Generated referral business from satisfied customers who shared positive experiences with friends and colleagues.
  • Developed strong relationships with insurance carriers, allowing for more efficient claim resolution processes.

Insurance Broker -

DeLuca Insurance Services Ltd -
02.2023 - 06.2023
  • Developed strong relationships with insurance carriers, allowing for more efficient claim resolution processes.
  • Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.
  • Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
  • Increased client satisfaction by providing personalized insurance solutions tailored to individual needs.
  • Calculated quotes and educated potential clients on insurance options.
  • Achieved high customer retention rates by maintaining open communication channels and addressing concerns promptly.
  • Enhanced customer loyalty by delivering timely and accurate policy updates and renewal information.

Women's Introduction to Construction - Student

Alberta Costruction Association
10.2022 - 02.2023
  • Completed this course through a Government Grant to get Women into Construction, becoming a 1st year Carpenter and Scaffolder. However there was never any calls through the Union Hall and never worked in the field.c
  • Earned the following safety tickets: Fall Protection, WHMIS, CSTS2010, H2S Alive, Confined Space, First Aid with BLS

Health Care Aide - Casual at Several Locations

Covenant Care, AHS, Capital Care
02.2022 - 02.2023
  • Assisted with daily living activities, promoting patient independence and overall wellbeing.
  • Provided assistance in daily living activities by dressing, grooming, bathing, and toileting patients.
  • Ensured the safe transfer of patients using proper techniques to prevent injuries and falls.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.

Health Care Aide Student

NorQuest College
08.2021 - 06.2022
  • Attended Norquest College learning the tools needed to become a passionate and caring Health Care Aide so I can care for and comfort others during their time of need.

Business Development Agent

Allstate Insurance Company of Canada
03.2017 - 10.2021
  • Personal Lines Sales, developing my own book of business within Allstate
  • Actively cross selling existing clients to round out the book of business
  • Active Member of BNI, Edmonton Dollar Club, and Womanition
  • Actively Marketed on various Media Accounts, assisting with an increase in my quotes, sales and referrals
  • Mentored junior team members, fostering professional development and enhancing overall team performance.
  • Developed comprehensive proposals tailored specifically to individual client needs that resulted in increased contract wins.
  • Nurtured customer relationships through consistent communication and excellent service, driving repeat business.
  • Increased client base by identifying new business opportunities and forging strategic partnerships.

Insurance Broker

Go Insurance
03.2012 - 03.2017
  • Personal Lines Sales writing on average 80 policies per month or $1,000,000 per year
  • Meeting or Exceeding Sales Target each month
  • Providing quotes in a timely manner through incoming calls, dealership referrals, and our online quoting system
  • Mentoring and providing assistance to the Junior Agents on our Sales Team as required.
  • Improved policy retention rates through attentive service and regular touchpoints with clients.
  • Managed a diverse portfolio of personal lines business including home, auto, umbrella, and specialty coverages.
  • Mentored junior brokers in sales techniques and industry best practices, enhancing overall team performance.
  • Maintained strong relationships with underwriters, facilitating better policy terms for clients.
  • Provided expert guidance on complex coverage issues, increasing client confidence in their insurance decisions.
  • Increased referral business by building strong relationships with financial advisors and real estate professionals.

Broker

Klondike Insurance Agencies
07.2010 - 03.2012
  • Providing excellent customer service to New and Existing Clients with all aspects of their Business
  • Cross selling existing clients and ensuring all applicable discounts are applied to ensure the best available premium
  • Answering Underwriting requests in a timely manner to ensure proper handling of client policies
  • Processing and issuing policy changes, as well as New Business Policies on Company Portals.
  • Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
  • Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
  • Developed a reputation for integrity and ethical conduct within the brokerage community, leading to increased trust from clients and colleagues alike.

Insurance Broker

DeLuca Insurance Services Ltd
12.2009 - 07.2010
  • Provide excellent customer service and maintain existing accounts for customers
  • Provide timely and effective communication to both client and company
  • Answering Underwriting requests and getting the required information to them in a timely manner to ensure proper handling of client policies
  • Educated clients on various insurance products, enabling informed decisions regarding their coverage options.
  • Greeting customers, receiving payments, general office duties as required
  • Front line underwriting and decision making in determining the risks that we want to Insure
  • Provided exceptional customer service by responding quickly to inquiries, resolving issues, and anticipating client needs.

Broker/Customer Service Representative - Personal Lines

Blanket Insurance Ltd
01.2009 - 11.2009
  • Daily quoting for incoming calls, as well as to requests from members of sponsored groups
  • Steadily growing from a $3,000,000 book of business
  • Many referrals from existing clients from family, friends, co-workers
  • Provide excellent customer service and maintain existing accounts for customers
  • Sale and Service of policies for new and existing customers
  • Reviewing policies and recommending changes to existing coverage
  • Front line underwriting as well as daily contact with underwriters to review risks on policies
  • Develop and maintain a relationship with contacts within each company to develop a lasting Relationship
  • Respond to client and company concerns promptly and efficiently
  • Act as a key resource person in all technical issues

Customer Service Representative - Personal Lines

J Folk & Associates
06.2008 - 01.2009
  • Responded to customer requests for products, services, and company information.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Broker - Personal Lines

Johnson Inc
04.2003 - 06.2007
  • Meeting and exceeding monthly sales goals on a regular basis


  • Managed a diverse portfolio of personal lines business including home, auto, umbrella, and specialty coverages.
  • Efficiently managed a substantial book of business while maintaining excellent attention to detail and responsiveness.
  • Developed strong relationships with clients, earning their trust and loyalty through consistent communication and portfolio updates.
  • Adapted quickly to changing market conditions, adjusting client strategies accordingly while maintaining open lines of communication throughout periods of uncertainty.
  • Improved policy retention rates through attentive service and regular touchpoints with clients.

Customer Service Representative - Personal Lines

LSA Insurance Services
10.2002 - 04.2003
  • Writing New Business for Auto, Home, and Commercial policies
  • Quoting and securing additional lines when dealing with existing customers
  • Excellent customer service abilities with many acknowledgements from customers
  • General duties such as address changes, reviewing policies, recommendation on existing policies
  • Liaison between customers and their various insurance companies
  • Basic Commercial Quoting experience for Commercial General Liability Policies
  • Reviewing all Facility policies prior to renewal to look at insuring in the regular market

Customer Service Representative - Personal Lines

Liberty Mutual Insurance
10.2000 - 10.2002
  • Ability to provide excellent customer service with many acknowledgements from customers
  • Excellent problem solving, ability to the fast and changes in the insurance industry
  • Assist in some aspects of training for new Customer Service Representatives
  • Liaison between customers and various departments such as Underwriting, Accounting, Claims
  • Reporting of monthly activities to Service Manager
  • Assisting Sales Representatives in writing new business policies and servicing of existing policies
  • General duties such as providing Claims Experience Letters, Address changes, reviewing policies, recommendations on existing coverage

Education

Business Administration - Accounting And Finance

Holland College
Charlottetown, PE

Office Studies - Typing, Clerk Typist

Holland College
Charlottetown

High School Diploma -

Morell Regional High School
Morell

Health Care Aide -

Norquest College
Edmonton, None

Skills

  • 24 Years of Experience in Personal Lines Insurance, Sales & Service
  • Level II General Insurance License since 2000
  • Experience in Epic, Tam, PowerBroker, Applied Rating Services, CompuQuote and most company Portals, (such as Aviva, Aviva Elite, Contact, Travelers, Definity, Peace Hills, Pembridge, Wawanesa, JET, TUGO, Portage Mutual, SGI, Echelon, TUC, Premier Marine, Chubb, PAL, In House Computer Systems, and Office
  • Excellent Customer Service, Communication, Relationship Building, Problem Solving, Decision Making Analytical Skills
  • Fast Learner, Team Player, always willing to help or train others and assist where and when needed
  • Dependable and Hardworking, always eager to learn
  • Strong Work Ethic and excellent at prioritizing tasks
  • Strong Work Ethic and excellent at prioritizing tasks
  • Strong Work Ethic and excellent at prioritizing tasks
  • Strong Work Ethic and excellent at prioritizing tasks

Languages

English
Native or Bilingual

Timeline

Personal Sabattical

Out of Province - Compassionate Care for Mom
10.2023 - 05.2024

Insurance Broker - Left for Family Emergency in PE

Direct Line Insurance -
06.2023 - 10.2023

Insurance Broker -

DeLuca Insurance Services Ltd -
02.2023 - 06.2023

Women's Introduction to Construction - Student

Alberta Costruction Association
10.2022 - 02.2023

Health Care Aide - Casual at Several Locations

Covenant Care, AHS, Capital Care
02.2022 - 02.2023

Health Care Aide Student

NorQuest College
08.2021 - 06.2022

Business Development Agent

Allstate Insurance Company of Canada
03.2017 - 10.2021

Insurance Broker

Go Insurance
03.2012 - 03.2017

Broker

Klondike Insurance Agencies
07.2010 - 03.2012

Insurance Broker

DeLuca Insurance Services Ltd
12.2009 - 07.2010

Broker/Customer Service Representative - Personal Lines

Blanket Insurance Ltd
01.2009 - 11.2009

Customer Service Representative - Personal Lines

J Folk & Associates
06.2008 - 01.2009

Broker - Personal Lines

Johnson Inc
04.2003 - 06.2007

Customer Service Representative - Personal Lines

LSA Insurance Services
10.2002 - 04.2003

Customer Service Representative - Personal Lines

Liberty Mutual Insurance
10.2000 - 10.2002

Business Administration - Accounting And Finance

Holland College

Office Studies - Typing, Clerk Typist

Holland College

High School Diploma -

Morell Regional High School

Health Care Aide -

Norquest College
Cindy Wood