Lilibeth B. Vicente
Flamborough,ON
Summary
At TD Insurance, I excelled as a Customer Care Officer and Auto Claims Advisor, enhancing customer retention and satisfaction through empathetic service and efficient claims resolution. Leveraging strong process management and critical thinking, I adeptly managed complex issues, demonstrating exceptional judgment and multitasking abilities. My proficiency in software applications and commitment to detail underpin my track record of delivering value-added solutions.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Care Officer
TD Insurance
Toronto, Ontario
10.2023 - Current
- Managed escalated calls professionally, maintaining a calm demeanor while resolving complex issues.
- Organized regular team meetings to discuss progress toward goals, challenges faced, and best practices learned from daily experiences.
- Achieved high levels of customer retention through personalized follow-up processes.
- Developed strong relationships with key clients, ensuring their ongoing satisfaction and loyalty to the company.
- Collaborated with management to develop strategies for optimizing customer experience.
- Worked with team of customer care representatives, ensuring consistent adherence to company policies and procedures.
Auto Claims Advisor II
TD Insurance
Markham, Ontario
01.2022 - 09.2023
- Handled total loss claims from initiation to resolution, ensuring a seamless customer experience.
- Provided clear and empathetic communication to clients during the claims process, enhancing customer satisfaction.
- Evaluated vehicle damages, assessed policy coverage, and determined settlement amounts in line with company guidelines.
- Ensured adherence to provincial and corporate regulatory requirements throughout the claim's lifecycle.
- Negotiated fair settlements with policyholders and claimants, maintaining a professional demeanor during sensitive discussions.
- Managed a high volume of claims, ensuring timely settlements for clients.
- Coordinated effectively with other departments such as underwriting and risk management for improved decision-making on policy renewals.
- Developed and maintained strong relationships with external partners including repair shops, rental companies, and legal representatives to facilitate seamless claim resolutions and efficient processing of total loss claims.
Auto Claims Advisor I
TD Insurance
Scarborough, ON
12.2017 - 01.2022
- Manage repairable and non- repairable vehicles.
- Expedite client contact to explain coverages, rights, obligations, and claims procedures, ensuring compliance with relevant policies (e.g., OAP1).
- Negotiate and settle claims within authority level, escalating issues and obtaining approvals as necessary.
- Working with Vendors to ensure client's needs and expectation are met in a timely manner.
- Assists and cooperates with colleagues during peak periods, vacation times and catastrophe situations while maintaining personal workload.
- Diligent processing of claims efficient responding to calls, messages, mail, and invoices in accordance with claims service standards.
Office Administrative Clerk
TD Insurance
North York, ON
07.2015 - 12.2017
- Retrieved invoices from HCAI direct and reviewed them to determine payment approval or required further review by the Claims Advisor.
- Send concerns and feedback to the Team Leader or Manager for resolution.
- Retrieved payment emails from the CTP Claims Request Mailbox and issued payments to the correct payees and amounts.
- Prepared and sent letters to addresses with applicable enclosures.
- Conducted data report entry by identifying reports and forms requiring crucial findings for data entry.
- Contacted repair and rental vendors, documenting conversations accurately in the Claim Center.
- Examined and reviewed files or documents to obtain required information.
- Processed information by compiling, categorizing, and organizing data with color codes for efficient retrieval.
- Developed specific goals and plans to prioritize and accomplish work efficiently.
- Sorted and delivered mail, faxes, and packages to relevant claims adjusters.
- Researched file storage locations retrieved documents from cabinets and microfilms, and forwarded them to claims adjusters and local branches, as requested.
- Entered data for statements of claims and proofs of loss..
Education
CGA Equivalencies -
George Brown College
Toronto, ON01-2012
Bachelor of Science - Accountancy (BSA)
Central Luzon State University
Nueva Ecija, Philippines01-1995
Skills
- Have strong process management knowledge and understanding of the business and operation functional areas
- Showcase strong critical thinking skills and understanding of our Auto claims process
- Demonstrates exceptional judgment in decision-making, ensuring adherence to risk management standards while meeting organizational objectives
- Motivated by a passion to investigate and resolve issues, demonstrating a talent for creative solutioning
- Provide exceptional customer service by addressing concerns empathetically and ensuring satisfaction
- Attention to details Ensure that data is entered precisely, reports are accurate and maintain policy compliance and provide detailed documentation for audits and reporting
- Possess strong multi-tasking skills, prioritize tasks, and manage time effectively to meet deadlines in fast-paced environments
- Effective communication skills including clear delivery of complex information, facilitation, consultation, presentation and negotiation
- A proactive team player who thrives in collaborative settings, contributing to positive work environments and achieving consistent results in delivering value-added solutions
- Collaborate with teams, mentor colleagues, and provide support during peak periods
- Proficient in various software applications including Excel, Word, PowerPoint, and Outlook
- Proactively manage projects independently and effectively
Certification
- 2024 FanMail Annual Winner
- 2022 All Stars Winner
- 2017 All Stars Winner
- Licensed Insurance Advisor
- First Aid and CPR Certificate
- H&R Block- Tax 1 Certificate
- FSCO License
Timeline
Customer Care Officer
TD Insurance
10.2023 - Current
Auto Claims Advisor II
TD Insurance
01.2022 - 09.2023
Auto Claims Advisor I
TD Insurance
12.2017 - 01.2022
Office Administrative Clerk
TD Insurance
07.2015 - 12.2017
CGA Equivalencies -
George Brown College
Bachelor of Science - Accountancy (BSA)
Central Luzon State University
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