Summary
Overview
Work History
Education
Skills
Awards
Timeline
Generic

Fortune Owolewa

Toronto,ON

Summary

A detail-oriented Financial Operations and Client Experience Specialist with over 3 years of experience in regulated financial services. Demonstrated ability to improve day-to-day operational processes, support compliance efforts, and enhance client satisfaction. Skilled in training internal teams, documenting procedures, and making complex systems easier to navigate. Experienced in collaborating with product, operations, and support teams to improve internal tools and work. I am seeking a role where I can contribute to more efficient, reliable operations, and support cross-functional teams in delivering consistent, high-quality service.

Overview

5
5
years of professional experience

Work History

Business Insurance Advisor

TD Insurance
10.2023 - Current
  • Delivered personalized insurance solutions for Home and Auto coverage in coordination with Underwriting and Business teams.
  • Fostered sound client relationships through attentive post-sales support and needs-based recommendations, improving customer retention rates by 15%.
  • Led client onboarding sessions, guiding users through internal tools and helping them navigate systems with confidence.
  • Facilitated implementation of process improvements that reduced turnaround time of customer service inquiries by 20%.
  • Gathered user feedback and presented insights to product teams, supporting optimization of digital platforms and internal dashboards.
  • Acted as a liaison between internal business units, addressing service issues, aligning goals, and providing advisory support on client interactions.
  • Supported compliance alignment by ensuring all solutions followed industry and corporate regulations.

Insurance Advisor

TD Insurance
03.2022 - 10.2023
  • Managed a high volume of customer accounts, addressing service inquiries and resolving complex policy issues while ensuring regulatory compliance.
  • Improved first-contact resolution rate by 30% through empathetic listening, clear communication, and solution-focused support.
  • Maintained and audited client records, ensuring data integrity and accuracy across digital platforms and internal tools.
  • Coordinated with internal departments (underwriting, claims, risk) to expedite escalated issues and optimize operational workflows.
  • Participated in ongoing compliance training and contributed to maintaining ethical standards in customer and transaction handling.
  • Contributed to the continuous improvement of service delivery processes by identifying repetitive pain points and proposing scalable fixes.
  • Collaborated in pilot testing updates to internal systems, offering feedback to improve functionality before company-wide rollout.

Sales and Market Research Associate

KSG Research
08.2020 - 06.2021
  • Conducted market research and data analysis to support business decision-making and competitive benchmarking.
  • Developed insights from customer behavior and industry trends to help inform marketing and sales strategies.
  • Produced analytical reports and presented findings to internal stakeholders to guide strategic planning.
  • Executed targeted marketing campaigns that increased brand exposure and drove lead generation.
  • Identified gaps in outreach and sales workflows and collaborated on implementing more efficient approaches.
  • Supported a small, dynamic team, contributing to multiple functions including client communication, CRM updates, and research documentation.
  • Demonstrated adaptability in managing multiple priorities, shifting between research, operational support, and customer-facing tasks.

Education

BA - Psychology

Concordia University of Edmonton
05.2021

OTL Licensing Exam -

Insurance Institute of Canada

Skills

  • MS Office
  • Visio
  • Jira
  • Confluence
  • Guidewire
  • Genesys
  • Canva
  • Process improvement
  • Quotes and sales
  • Upselling
  • Policy renewals
  • Strategic Planning
  • Product Feedback & Analysis

Awards

  • Colleague of the Month for exceptional client service and teamwork
  • Recognized via #TDIFanmail for top-tier customer satisfaction and impact

Timeline

Business Insurance Advisor

TD Insurance
10.2023 - Current

Insurance Advisor

TD Insurance
03.2022 - 10.2023

Sales and Market Research Associate

KSG Research
08.2020 - 06.2021

BA - Psychology

Concordia University of Edmonton

OTL Licensing Exam -

Insurance Institute of Canada

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