Summary
Overview
Work History
Education
Skills
Timeline
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Claire Lewis

Edmonton,AB

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.


Overview

13
13
years of professional experience

Work History

Unit Manager - Auto

Intact Insurance
10.2020 - Current
  • Assisted in development and implementation of policies, procedures, and regulations for unit operations.
  • Handled complaints from insured's, stakeholders and internal departments. Immediately took steps for quick resolution and to prevent reoccurrence.
  • Collaborated with team leaders to define standards, policies and procedures to meet company revenue goals.
  • Generated financial and operational reports to assist management team with business strategy.
  • Strengthened daily metric objectives by proactively managing and optimizing workforce operations.
  • Enhanced internal control systems and procedures to mitigate risk and support opportunities.
  • Spearheaded projects to decrease cycle time on claims - saw reduction of between 10-20 days
  • Assisted with recruiting, interviewing and hiring new department employees.
  • Championed insurance claims process workflow by providing expert knowledge and building positive, trusting relationship to support adjusters during more complex situations.
  • Assisted in pending reduction project, average pending dropped from 390 to 136 per contributor
  • Supervised operations staff and kept employees compliant with company policies and workflows.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Developed and maintained relationships with external vendors and suppliers.
  • Analyzed and reported on key performance metrics to senior management.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness - Saw measurable traction, and was able to improve teams KJA's producing measurable results
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.

Claims Representative - Auto & Casualty

Intact Insurance
02.2017 - 10.2020
  • Worked productively in fast-moving work environment to process large volumes of claims.
  • Researched and analyzed complex claims to determine next steps and possible outcomes.
  • Analyzed and addressed escalated claims to resolve issues proactively.
  • Developed in-depth understanding of insurance policies and procedures to give accurate recommendations to suit clients' needs.
  • Maintained accurate and up-to-date records of claim information for future reference.
  • Negotiated claim settlements with claimants and attorneys to resolve claims efficiently and fairly.
  • Examined reports, accounts, and evidence to determine integrity and accuracy of information.
  • Interviewed policyholders to verify information and obtain additional details.
  • Investigated accidents or incidents to determine cause and extent of damages.
  • Prepared and presented detailed reports to management on claims issues to aid in decision making.
  • Developed and implemented strategies to improve claim processes.
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accurate investigation and customer-centric terms.
  • Facilitated client satisfaction and renewed customer relations to drive growth.
  • Built relationships with customers and community to promote long term business growth.
  • Achieved or exceeded company-defined targets.
  • Consulted with businesses to supply accurate product and service information.
  • Drove mitigation by promoting Intact's RELY network

Sales and Service advisor

Intact Insurance, belairdirect
01.2016 - 02.2017
  • Calculated quotes and educated potential clients on insurance options.
  • Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
  • Developed sales leads from direct referrals, networking and targeted marketing campaigns.
  • Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
  • Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
  • Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
  • Registered customer information on database to enable tracking history and maintain accurate records.
  • Negotiated contracts with clients to establish best coverage with lowest cost.
  • Developed comprehensive marketing plans to promote insurance products to potential clients.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Developed and implemented strategies to increase client retention.
  • Mentored Junior Staff regarding metrics, KJA's and sales targets while maintaining strong underwriting performance.
  • Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
  • Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
  • Maintained current knowledge of evolving changes in marketplace.
  • Achieved or exceeded company-defined sales quotas.
  • Attended monthly sales meetings and quarterly sales trainings.

Store Manager

Sunglass Hut
08.2014 - 01.2016
  • Managed inventory control, cash control, and store opening and closing procedures.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Completed point of sale opening and closing procedures.
  • Rotated merchandise and displays to feature new products and promotions.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Assisted with hiring, training and mentoring new staff members.
  • Maximized sales and minimized shrinkage through excellent customer service and adherence to standard practices.
  • Approved regular payroll submissions for employees.
  • Set effective store schedules based on forecasted customer levels, individual employee knowledge, and service requirements.
  • Promoted team collaboration, performance, and efficiency by fostering healthy environments focused on mutual success.
  • Developed and implemented successful staff incentive programs to motivate employees.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Implemented business strategies, increasing revenue and effectively targeting new markets. Store hit $1 Million in revenue for the first time ever under my leadership
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Tracked trends and suggested enhancements to both challenge and refine company's product offerings. E.G
  • Launched staff engagement, diversity and programs in tandem to recognition program that increased operational quality and employee engagement


Volunteer

Capital health Lynwood
01.2011 - 01.2016
  • Played various games with residents, especially those who had no one to visit (eg- bingo, cards)
  • Helped feed and clean residents
  • Friendly visits
  • Worked with many residents who had disabilities

Education

High School Diploma -

Centre High Campus
Edmonton, AB

Social Work Program -

NorQuest College
Edmonton, AB

Valid Canadian class 5 driver’s license -

St. Johns Ambulance First Aid level C AED+ Child Certificate -

Skills

  • Account & People Management skills
  • Time Management
  • Business Development
  • Product and Service Sales / Sales Solutions
  • Strategic Planning
  • Expense Control
  • Verbal and Written Communication/ Client Rapport-Building
  • Business Development and Planning
  • Strong Lead Development Skills
  • Customer Relationship Management / Issue Resolution
  • Business Negotiation
  • Cross-Functional Collaboration

Timeline

Unit Manager - Auto

Intact Insurance
10.2020 - Current

Claims Representative - Auto & Casualty

Intact Insurance
02.2017 - 10.2020

Sales and Service advisor

Intact Insurance, belairdirect
01.2016 - 02.2017

Store Manager

Sunglass Hut
08.2014 - 01.2016

Volunteer

Capital health Lynwood
01.2011 - 01.2016

High School Diploma -

Centre High Campus

Social Work Program -

NorQuest College

Valid Canadian class 5 driver’s license -

St. Johns Ambulance First Aid level C AED+ Child Certificate -

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Claire Lewis