Haley MacDonald
Oromocto,NB
Summary
Adept at fostering client relationships and exceeding sales targets, I leveraged my expertise in policy analysis and customer service throughout the insurance industry to significantly enhance client satisfaction and retention and boost sales and brand recognition. My proficiency in Microsoft Office and ethical professionalism underpin my track record of success in the insurance sector. My experience in the insurance claims industry and frontline underwriting have increased my knowledge and proficiency in probing and analysis to interpret results to find individual solutions to client needs as well as maintaining the best interest in the company stakeholder assets.
Overview
9
9
years of professional experience
Work History
Regional Insurance Agent
CAA Insurance
Fredericton, NB
09.2022 - Current
- Built strong relationships with clients through consistent communication and excellent customer service.
- Responded to customer calls and emails swiftly to resolve issues and answer questions.
- Cross-sold insurance products to existing clients to reach and exceed sales targets.
- Maintained accurate records of all transactions, ensuring compliance with company policies and regulatory requirements.
- Prepared and reviewed insurance applications to verify compliance with regulations.
- Provided prompt responses to inquiries from both prospective and existing clients, demonstrating a commitment to exceptional service.
- Educated clients on the importance of adequate insurance coverage, fostering trust and loyalty among the existing client base.
Business Development Agent
Allstate Insurance Company of Canada
Fredericton, NB
09.2020 - 03.2021
- Nurtured customer relationships through consistent communication and excellent service, driving repeat business.
- Delivered engaging presentations to potential clients showcasing unique product offerings that set the company apart from competitors.
- Monitored sales performance metrics to identify areas for improvement and refine strategies accordingly.
- Developed comprehensive proposals tailored specifically to individual client needs that resulted in increased contract wins.
- Increased client base by identifying new business opportunities and forging strategic partnerships.
- Developed knowledge of company products and services to make suggestions according to customer needs.
- Set and achieved company defined sales goals.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
Personal Lines Insurance Broker
Wilson Insurance Ltd.
Fredericton, NB
03.2019 - 09.2020
- Maintained strong relationships with underwriters, facilitating better policy terms for clients.
- Participated in ongoing professional development opportunities and coursework to stay current on industry best practices and emerging trends in personal lines insurance.
- Conducted comprehensive policy reviews, identifying potential gaps in coverage and recommending appropriate solutions.
- Provided expert guidance on complex coverage issues, increasing client confidence in their insurance decisions.
- Efficiently managed a substantial book of business while maintaining excellent attention to detail and responsiveness.
- Assisted clients through the claims process, ensuring timely resolution and fair settlements.
- Managed a diverse portfolio of personal lines business including home, auto, umbrella, and specialty coverages.
- Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
- Provided comprehensive product knowledge and guidance to help clients on product selection.
Bilingual Automobile Claims Adjuster
Allstate Insurance Company of Canada
Moncton, NB & Fredericton, NB
03.2018 - 03.2019
- Maintained detailed case notes and tracked claim progress within internal systems, enabling effective collaboration with colleagues and transparency for clients.
- Communicated effectively with policyholders throughout the entire claims process ensuring understanding at each step.
- Assisted in training new hires, sharing knowledge about company processes and adjusting strategies for success in the role.
- Provided exceptional customer service, consistently receiving positive feedback from clients regarding their claims experience.
- Participated in ongoing professional development opportunities and industry coursework, enhancing skills related to negotiation, investigation, policy and technology use within the field of insurance adjusting.
- Reduced instances of fraud by conducting detailed evaluations of questionable claims, protecting company resources from misuse.
- Conducted thorough investigations of automobile accidents to determine liability and assess damages accurately.
- Coordinated with other insurance providers to resolve claims disputes, resulting in fair resolutions for all parties involved.
- Achieved greater accuracy in determining fault through comprehensive analysis of evidence including police reports, witness statements, photos and videos.
- Managed a high volume of daily claims while maintaining attention to detail and adherence to company policies.
- Documented all findings in concise reports.
- Issued payouts to claimants.
- Identified suspicious claims, escalating issues to supervisor for further investigation and analysis.
Bilingual Claims Assistant
Allstate Insurance Company of Canada
Moncton, NB
11.2015 - 03.2018
- Provided exceptional customer service through clear communication, empathy, and proactive problem-solving during difficult situations as first point of contact for many insureds in the claims process.
- Improved customer satisfaction levels by providing timely, accurate, and empathetic support during the claims process as a primary switchboard operator for the maritime office.
- Prepared files, letters and notices as well as processing of inbound and outbound payments to clients and vendors.
- Ensured compliance with company policies and industry regulations through meticulous documentation of claim files.
- Collaborated with team members to expedite high-priority claims for faster resolution and improved client relations.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Organized office events such as holiday parties or team-building activities, promoting a positive company culture and boosting employee morale.
- Maximized financial recovery from subrogation efforts by diligently pursuing responsible third parties for reimbursements.
- Oversaw claim recoveries, subrogation, and salvage.
- Safeguarded the company''s financial interests by ensuring accurate and timely subrogation recovery efforts.
Education
Bachelor of Arts - Psychology
Crandall University
Moncton, NBCIP - Chartered Insurance Professional - Insurance
Insurance Institute of Canada
Moncton, NB & VirtualCosmetology Diploma - Hairstyling
Cosmetology - Hairstyling
Dieppe, NB01-2015
Skills
- Customer service
- Goal oriented
- Claims investigation
- Policy analysis
- Professionalism and ethics
- Licensed insurance agent
- Microsoft office
- Policy interpretation
- Confidentiality handling
- Managing records
- Call routing
- Claims handling
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Regional Insurance Agent
CAA Insurance
09.2022 - Current
Business Development Agent
Allstate Insurance Company of Canada
09.2020 - 03.2021
Personal Lines Insurance Broker
Wilson Insurance Ltd.
03.2019 - 09.2020
Bilingual Automobile Claims Adjuster
Allstate Insurance Company of Canada
03.2018 - 03.2019
Bilingual Claims Assistant
Allstate Insurance Company of Canada
11.2015 - 03.2018
Bachelor of Arts - Psychology
Crandall University
CIP - Chartered Insurance Professional - Insurance
Insurance Institute of Canada
Cosmetology Diploma - Hairstyling
Cosmetology - Hairstyling