Ina Lee
Nanaimo,BC
Summary
Determined and proactive insurance professional with several years of experience in the insurance industry, equipped with a developed understanding of insurance principles and risk management concepts. A customer-facing professional with relationship-building experience, eager to join Waypoint Insurance to drive positive outcomes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Insurance Advisor
APOLLO Insurance Agency Ltd.
Vancouver, British Columbia
05.2022 - Current
- Delivered exceptional customer service in a fast-paced environment, and contributed to achieving a 4.7 Google review rating out of 2,315 in total.
- Managed APOLLO's book of commercial and personal line businesses, ensuring clients fully understood policy coverage, and providing tailored solutions, consistently exceeding corporate goals for two consecutive years.
- Demonstrated a thorough understanding of the suite of APOLLO products, and assisted clients with mid-term policy changes, renewals, and cancellations, resulting in an 80% CSAT (Customer Satisfaction) score.
- Developed claim processes for the team and managed the entire claim pipeline, while handling 70% of the claim volume, and guided clients through claim-adjusting processes to deliver optimal support.
- Recommended operational improvements in the processes, resulting in more efficient customer service, as a team, and a better user experience on the customer portal.
Commercial Client Associate
CapriCMW Insurance Services Ltd.
Burnaby, British Columbia
07.2018 - 04.2022
- Provided quality customer service to various commercial clients while meeting the company’s service standards, resulting in 95% of business retention.
- Demonstrated teamwork and flexibility while handling multiple tasks in a fast-paced environment, and an ability to meet deadlines.
- Managed the whole renewal process for small commercial accounts, and arranged midterm policy changes for existing accounts.
- I took initiatives in starting the renewal process for large commercial accounts 90 days prior to expiration dates, reconciling accounting issues, and keeping files up to date.
- Ensured timely and accurate processing of various documents, including market submissions, proposals, and certificates, and so forth.
Retail Sales Representative
The Heart Company Designs Ltd.
Burnaby, British Columbia
02.2016 - 02.2021
- Contributed to increasing the company’s monthly sales target by 300% during peak sales seasons.
- Developed positive customer feedback by responding to customer concerns with empathy and patience, and was repeatedly recognized as the Best Employee of the Month for maintaining a consistent and superior work ethic while developing strong customer relationships.
- Provided exceptional customer service by assessing customers’ needs and offering tailored solutions, resulting in the growth of strong customer loyalty.
Education
Diploma in General Insurance And Risk Management
British Columbia Institute of Technology
Burnaby, BCBachelor of Science in Biotechnology
Kyungpook National University
Daegu, South KoreaSkills
- Technical Skills
- Microsoft Office
- Microsoft Outlook
- Applied Epic
- Applied TAM
- Google Suite
- Hupspot
Certification
- Chartered Insurance Professional (CIP)
- Canadian Risk Management (CRM)
- General Insurance Agent Level 1 in NB; Level 2 in BC, AB, MB, and ON; Level 3 in SK
Languages
English
Full Professional
Korean
Native/ Bilingual
Timeline
Insurance Advisor
APOLLO Insurance Agency Ltd.
05.2022 - Current
Commercial Client Associate
CapriCMW Insurance Services Ltd.
07.2018 - 04.2022
Retail Sales Representative
The Heart Company Designs Ltd.
02.2016 - 02.2021
Diploma in General Insurance And Risk Management
British Columbia Institute of Technology
Bachelor of Science in Biotechnology
Kyungpook National University
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