DENISE STERLING
Pickering,On
Summary
Knowledgeable and dedicated Licensed Insurance professional with extensive experience in service delivery 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
14
14
years of professional experience
Work History
Travel Insurance Agent
Securiglobe
04.2022 - Current
- 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.
- Attended continuing education courses and workshops to gain additional insurance industry knowledge.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
Retail Merchandiser
BreakThru Beverage
03.2019 - 12.2019
- Advanced sales cycle plans by maximizing placement of promotions, point of sale materials and product visibility.
- Ran markdown reports, managed store replenishment and analyzed buying reports.
- Folded and arranged merchandise in attractive displays to drive sales.
- Arranged consistent shelves, bins and racks at 24 locations by following established planograms.
- Verified products appeared at correct locations in proper quantities.
- Updated pricing and signage to complete product displays and educate customers.
- Planned and coordinated product availability for advertising and promotion purposes.
Tier 2 Technical Support Agent
Rogers
05.2016 - 04.2019
- Developed effective relationships with all call centre departments through clear communication.
- Managed over 70 calls per day with effectiveness
- Quickly adapted to implementation of new phone system.
- Monitored team progress and ensured personal quota was always exceeded.
- Resolved problems, improved operations and provided exceptional service.
- Supervised work of contracted employees to keep on task for timely completion.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Participated in team-building activities to enhance working relationships.
- Maintained energy and enthusiasm in fast-paced environment.
- Served customers in friendly, efficient manner following outlined steps of service.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
Team Leader
TELUS
11.2008 - 05.2015
- Led team of 15 members while providing exceptional customer service.
- Built strong relationships with customers through positive attitude and attentive response.
- Modeled exceptional customer service and mentored associates on direct link between revenue growth and customer loyalty.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Mentored and guided employees to foster proper completion of assigned duties.
Education
O.S.S.D - undefined
High School Diploma -
Pine Ridge Secondary School
PickeringDiploma - Human Resources
CDI College
Accident And Sickness Insurance License - Accident And Sickness Insurance
Beneva La Capital
Québec 04.2022
Skills
- Knowledgeable in Microsoft Office Suite and Internet Search Engines
- Excellent in research and providing complete and correct information
- Recent and significant experience in delivering services that require providing clear information, explanation and clarification to general public
- Ability to communicate clearly, effectively and professionally in team environment and with public
- Dependable and reliable
- Problem solve quickly and effectively
- Analytical and critical thinking
- Exceptional written and oral skills
- Above and beyond customer service skills with willingness to ensure extreme customer satisfaction
- Exceptional accuracy in fast paced environment
- Excel when working independently and within team environments
- Active listening
- Seasoned in conflict resolution
Additional Information
Currently enrolled in Duolingo for daily French and Spanish lessons
Timeline
Travel Insurance Agent
Securiglobe
04.2022 - Current
Retail Merchandiser
BreakThru Beverage
03.2019 - 12.2019
Tier 2 Technical Support Agent
Rogers
05.2016 - 04.2019
Team Leader
TELUS
11.2008 - 05.2015
O.S.S.D - undefined
High School Diploma -
Pine Ridge Secondary School
Diploma - Human Resources
CDI College
Accident And Sickness Insurance License - Accident And Sickness Insurance
Beneva La Capital
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