Gauri Flora
Brampton,Canada
Summary
Account Manager with extensive expertise in the insurance industry, skilled in managing underwriting submissions and optimizing processes for increased efficiency and client satisfaction. Currently advancing professional qualifications with a focus on enhancing service standards and fostering a collaborative environment. Hardworking account manager with several years of experience. Expert at communication and applying targeted salesmanship techniques to achieve sales & services. Successful at increasing revenue with new accounts while maintaining relationships with existing ones.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Account Manager
Billyard Insurance Group
01.2021 - Current
Team Lead - Personal Lines Auto & Property
Able Insurance Brokers Ltd.
01.2018 - 01.2021
- Oversaw the personal auto and property department's new business, renewals, and endorsements.
- Reviewed and marketed auto and property submissions.
- Coordinated between underwriters and brokers in the quoting process.
- Built and maintained a positive relationship with underwriters to facilitate business growth.
- Quoted risks on insurance company portals.
- Communicated with underwriters during the quoting and service process.
- Provided customer service support to customers over the phone and by email.
- Handled customer inquiries and complaints in a timely manner.
- Processed orders, forms, applications, and requests.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Educated customers on special pricing opportunities and company offerings.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Supported sales team members to drive growth and development.
- Mentored junior team members and managed employee relationships.
- Provided advice on policy changes, additions, or modifications to existing policies.
- Prepared renewal documents for existing customers in a timely manner.
- Assisted clients in understanding their coverage options, including deductibles, limits, exclusions, and endorsements.
- Rewrote and reinstated insurance policies, following underwriting and business rules.
- Provided leadership and training for new agents regarding industry best practices and company policies.
- Built and maintained strong relationships with clients through regular follow-ups and excellent customer service.
- Assisted clients in filing claims and guided them through the claims process for a smooth resolution.
Insurance Administrator
Atto & Associates Insurance Broker
03.2016 - 01.2018
- Logged and acknowledged new business, remarket submissions from brokers.
- Maintained a new business Excel sheet on a daily basis to show real-time status updates of submissions.
- Coordinate with underwriters to meet deadlines, and prevent policy lapses.
- Facilitate broker-market communication, enhancing quoting efficiency.
- Execute administrative tasks to support clients, and maintain accurate records.
- Conducted market research to identify competitive rates for clients.
- Provided advice to customers on insurance-related matters.
- Identified opportunities for cross-selling additional products or services.
- Called or emailed lapsed clients to inquire about continuing needs.
- Assisted in the development of customer service procedures and policies.
- Managed multiple tasks simultaneously while providing excellent customer service experience.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Customer Service
CIBC Toronto
06.2014 - 03.2016
- Audited email responses and call recordings of CS team with a strength of over 20 team members using quality evaluation form addressing customers' queries and complaints as per set protocols
- Created an encouraging environment to inspire employees for open communication and developed spirit of camaraderie
- Developed and maintained evaluation document and incorporated changes when required
- Conducted weekly quality sessions with team to discuss team performance and encourage new ideas for enhancing customer satisfaction
Education
Bachelor of Arts - Studies
Guru Nanak Dev University
Punjab, India01.2004
NIIT
Jalandhar, India01.2004
Skills
- Insurance industry
- Teamwork
- Collaboration
- Problem Solving
- Detail-oriented
- Multitasking
- Client Support
- Microsoft Office
- Interpersonal
- Organizational
- Policy analysis
- Client retention
Certification
RIBO, Insurance Broker
Additional Information
Facilitated cross-departmental workshops to enhance team synergy and elevate customer experience standards.
Languages
- English
- Hindi
- Punjabi
References
References available upon request.
Timeline
Account Manager
Billyard Insurance Group
01.2021 - Current
Team Lead - Personal Lines Auto & Property
Able Insurance Brokers Ltd.
01.2018 - 01.2021
Insurance Administrator
Atto & Associates Insurance Broker
03.2016 - 01.2018
Customer Service
CIBC Toronto
06.2014 - 03.2016
RIBO, Insurance Broker
Bachelor of Arts - Studies
Guru Nanak Dev University
NIIT
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