Summary
Overview
Work History
Education
Skills
Languages
Certification
Interests
Timeline
Generic

Colleen MacNeil

Stillwater Lake,NS

Summary

Proven track record in enhancing client satisfaction and retention, notably at Desjardins Insurance, by leveraging exceptional relationship-building and client support skills. Achieved a notable increase in client retention through personalized service and effective communication.

A client service professional with robust background in delivering high-quality support and fostering client relationships, and known for reliability and adaptability in dynamic environments. Proficient in communication and team collaboration, consistently achieving positive outcomes.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Service Representative

Desjardins Insurance
09.2010 - Current
  • Maintains productivity and quality standards at all times.
  • Exhibits positive attitude and professionalism while assisting group clients, and brokers/consultants.
  • Consistently demonstrates a strong work ethic, maintaining focus on providing excellent service for clients and brokers/consultants each workday.
  • Maintains comprehensive knowledge of company products and services, ensuring accurate information is relayed to clients/brokers at all times.
  • Handles sensitive client information with discretion, ensuring confidentiality at all times.
  • Develops strong relationships with clients/brokers through proactive outreach and regular check-ins on progress and satisfaction.
  • Enhances client satisfaction by addressing inquiries and resolving issues promptly to maintain high standards of service.
  • Adapts quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
  • Assists clients and their members with navigating online platforms and tools, enhancing their overall experience with the resources available to them.
  • Collaborates with other departments to develop ways to increase client satisfaction.
  • Increases client retention through personalized follow-ups and timely resolution of concerns.
  • Participates in ongoing training sessions to stay current on industry trends and best practices.


Disability Case Manager

Great West Life Assurance
12.2004 - 08.2010
  • Reduced caseload backlog by efficiently prioritizing cases and developing effective time management strategies.
  • Conducted thorough investigations into member's work history, determining eligibility for disability benefits in each case.
  • Served as a knowledgeable resource in disability-related matters for colleagues, contributing to a well-informed, high-performing team.
  • Participated in ongoing professional development courses to stay abreast of industry trends and best practices in disability case management.
  • Actively communicated with clients and members throughout the claims process, providing updates on status and answering any questions or concerns they may have had.
  • Collaborated with medical professionals to ensure timely and accurate assessments of clients'' disabilities and needs.
  • Oversaw successful transitions from short-term disability claims to long-term ones when necessary, ensuring continuity of care for members facing extended periods out of work due to disabilities.
  • Assisted members in identifying suitable vocational rehabilitation opportunities, maximizing their potential for reintegration into the workforce.

Call Centre Customer Service Representative

Canada Life Assurance
03.2003 - 12.2004
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.

Office Comptroller

Taylor Flooring Limited
09.1995 - 03.2003
  • Developed strategic plans for financial growth, aligning with organizational goals and objectives.
  • Identified cost-saving opportunities with thorough evaluation of operational expenses and vendor contracts.
  • Streamlined financial processes by implementing automated systems, improving efficiency and accuracy.
  • Attended meetings regarding company portfolio and other financial examination and supervisory matters to offer insight into state of finances of organization.
  • Improved cash flow management by closely monitoring receivables, payables, and working capital requirements.
  • Coordinated annual audit processes, liaising with external auditors to ensure timely completion and minimal disruptions.
  • Completed journal entries, reconciliations, and account analysis to prepare quarterly financial documents and general account management.
  • Responsible for HR matters such as benefits and payroll.

Education

Bachelor of Arts - Community Studies

Cape Breton University
Sydney, NS

Accounting Diploma

CBI Center For Education
Halifax, NS

Skills

  • Client support
  • Disability knowledge
  • Client relations and management
  • Call center customer service
  • Written and oral communication
  • Attention to detail
  • Multitasking
  • Reliability
  • Excellent communication
  • Accounting expertise
  • Adaptability and flexibility
  • Relationship building
  • Written and verbal communication
  • Teamwork and collaboration

Languages

English
Native or Bilingual
French
Professional Working

Certification

American Sign Language certified

Early childhood educator certified

Interests

  • Cooking
  • Gardening
  • I participate in a variety of outdoor recreational activities
  • Pickleball

Timeline

Service Representative

Desjardins Insurance
09.2010 - Current

Disability Case Manager

Great West Life Assurance
12.2004 - 08.2010

Call Centre Customer Service Representative

Canada Life Assurance
03.2003 - 12.2004

Office Comptroller

Taylor Flooring Limited
09.1995 - 03.2003

Bachelor of Arts - Community Studies

Cape Breton University

Accounting Diploma

CBI Center For Education

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Colleen MacNeil