ERIKA STUBBS
Service Advisor
Ajax,Ontario
Summary
Seeking employment with a progressive company that will utilize my skills. I am committed and motivated with exceptional customer relation and decision-making skills. I have a strong work ethic, professional demeanour and great initiative. I am an energetic, results-oriented team-player eager to bring my strong administrative skills to a growing company who needs top level support. I am a hard, diligent worker who would welcome the opportunity to demonstrate my abilities.
Overview
18
18
years of professional experience
Work History
CPCC Contact Centre Representative II
TD Insurance
02.2021 - Current
- Provide optimal customer service, ensuring advice and inquiries are managed efficiently and effectively for every client interaction Resolve issues within discretion and authority on processing and escalate internally as required Demonstrating leadership by taking on clients concerns and providing solutions Using the H.E.A.T method to exceed and understand the client's initial need by going above and beyond their expectations Identify cross-sell opportunities or refer clients to the appropriate internal Bank partners Educate clients on their credit protection needs before wishing to remove coverage on their TD products (ie.Loan,LOC,Mortgage) Provide guidance to clients regarding decision making about their coverage to best suit their appropriate needs Work collectively as a team and individually
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
Insurance Service Advisor
TD Insurance, Life and Health
01.2019 - 02.2021
- Provide specialized expertise on a complex range of administrative support activities,such as handling inbound calls with exceptional product knowledge, accurate processing of transactions, and investigating and reporting on potential risks
- Provide optimal customer service,including policy guidance and product advice to our internal partners, when responding to phone and email inquiries as the initial point of contact on our team
- Contribute to improving operational efficiencies in support of the TD Insurance team by staying productive, organized and keeping everyone up-to-date on the status of your assigned projects
- Follow internal operating practices and industry regulations when completing transactions, investigating records and reporting on findings, while recognizing when and how to raise issues of a more complicated nature
- Maintain our high service levels by providing reliable speed and accuracy in the processing of all required tasks while maintaining detailed documentation.
Collections Agent
Total Credit Recovery Limited
01.2015 - 01.2016
- Make contact with consumers via the telephone to arrange payments for past due accounts Handle consumer phone calls and negotiate payment or settlement arrangements Complete initial trace work using online tools and account systems Verify consumer information Follow set regulations and guidelines set by provincial, federal and client specific directives Professionally and respectfully negotiate with consumer and explore determine best possible arrangement Overcome stalls and objections Maximize revenue and achieve set goals and objectives
Account Manager
Storwell Self Storage
03.2016 - 01.2018
- Responsible for representing the company's brand and maintaining long term relationships Gaining long term service commitments from assigned accounts
- Achieving business plan targets whilst maximizing profits at the desired margin Developing client relationships at a senior and technical level
- Prioritizing a highly varied workload
- Planning and developing bespoke sales strategies
- Acting as the link between the customer and the company
- Communicating business relevant information and providing structured feedback to senior management
- Utilizing marketing resources to drive account retention and growth.
Customer Service Representative
TD Canada Trust
10.2005 - 05.2012
- Perform financial transactions as deposits, withdrawals, bill payments for clients Understand customers needs and identify opportunities to promote TDCT products/services to customers, referring them to appropriate team members Ensure customer problems are handled appropriately, escalating issues when necessary Assist with treasury such duties include: cash shipments, cash orders, distribution of cash to fellow tellers Training new tellers on the front line
Education
Bachelor of Arts Honours - Psychology
York University
Skills
- Microsoft Office, Excel, PowerPoint, Adobe Reader, Salesforce, Admin Applications/HOST
- CPRM, DRC,Document Library,AWD,iCARE,C3,Image Viewer, Microsoft Teams etc
- Employee training and development Filing and data archiving
- Excellent communication skills
Accomplishments
- Multitasking Demonstrating proficiencies in telephone, e-mail, fax and front-desk reception within highvolume environment
Timeline
CPCC Contact Centre Representative II
TD Insurance
02.2021 - Current
Insurance Service Advisor
TD Insurance, Life and Health
01.2019 - 02.2021
Account Manager
Storwell Self Storage
03.2016 - 01.2018
Collections Agent
Total Credit Recovery Limited
01.2015 - 01.2016
Customer Service Representative
TD Canada Trust
10.2005 - 05.2012
Bachelor of Arts Honours - Psychology
York University
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