Jennifer Alves
Summary
High-performing and results-driven professional, with comprehensive years of high-paced administrative experience in the high-profiled environments of both, the public and private sectors. Also a Certified Adult Learning Facilitator, providing formal training and coaching, leading various projects, complemented with expertise and focus on positive employee and client experiences. Problem-solving capabilities and out-of-the-box thinking approach to capture key issues and formulate competitive action plans where needed. Recognized for establishing solid relationships and rapport with all-level individuals while maintaining high ethical standards, professional demeanor, and a cooperative attitude for ongoing change and improvement.
Overview
16
16
years of professional experience
Work History
Licensing Analyst
Home Construction Regulatory Authority
08.2022 - Current
- Reviewed and assessed 65+ licenses and license renewal applications every month, making recommendations for approvals, in accordance with organization's licensing criteria and operational policy under the New Home Construction Licensing Act, 2017;
• Responded to escalated licensing inquiries from the Licensing and Compliance Coordinators providing technical information and guidance on requirements and collaborated with cross-functional teams ensuring timely license issuance and compliance.
• Participated in the analysis and development of licensing processes, guidelines, tools and forms,
Administrative, Training, Fleet Services
City Of Brampton
08.2021 - 06.2022
- Enhanced office productivity by managing incoming calls, emails, and appointments for 50+ staff members.
- Reduced errors in data entry tasks by maintaining accurate records and utilizing verification methods.
- Increased customer satisfaction with prompt and courteous service while addressing inquiries and concerns.
- Scheduled and monitored all training and training related materials and records.
- Updated daily notifications from the Ministry of Transportation to maintain compliance of same.
Senior Accident Benefits Advisor
AVIVA General Insurance Co.
11.2017 - 08.2021
- Handled 100+ claimant files in good faith and in accordance with the Statutory Accident Benefit Schedule, per the Financial Services Commissioner of Ontario.
- Identified training gaps and proposed concepts and recommendations to Claims Leaders resulting in facilitation of staff retraining.
- Developed a two-week in-house training program for the onboarding of new hires and all related instruction material within a strict one-week timeline.
- Designed and published an accompanying Accident Benefits department training manual, including all related job aids.
- Delivered a positive classroom experience based on Adult Learning methodologies to ensure understanding on all levels.
- Collaborated with Senior Leaders to establish learning objectives and outcomes.
- Acted as a Subject Matter Expert on projects related to improving processes and workflow.
- Gathered details to identify potential catastrophic losses, prepared loss reports and presented detailed case findings to Risk Committee for resolution.
- Provided project input into developing and simplifying processes to meet client needs.
- Created various templates for formal guidelines for improved workflow and consistency.
Accident Benefits Claims Advisor
Desjardins General Insurance Group
01.2009 - 11.2017
- Effectively managed 150+ claims and expense costs, including appropriate case reserving.
- Analyzed policy coverage and liability to verify authenticity of claims submitted.
- Handled my own case telephone and in-person legal Mediation proceedings with over 90% success rate of negotiating settlements below the set target; attended subsequent private Arbitrations.
- Processed and documented report findings, including all medical facts directly related to claims handling, while adhering to regulation timelines.
- Liaised with legislative authorities, legal representatives and third party customers.
- Coached and mentored new hires upon completion of their formal onboarding training.
- Acted as Change Ambassador, updating and educating on upcoming implementations.
- Liaised with Learning and Development and Quality Assurance departments in developing and modifying daily business-related processes to meet improved workflow and client needs.
- Assisted in leadership absence with daily routines and ad hoc admin duties.
Education
Office Administration
Sheridan College
OntarioAdult Education Facilitation
Sheridan College
OntarioSkills
- Excellent critical and analytical thinking, interpersonal communication and leadership skills
- Vast experience of handling conflict resolution with successful outcomes
- Settlement Negotiations
- Positive Client Experience
- Communication and Coordination
- Extreme attention to detail, high work ethic, and self-motivated individual
- Project Management
- Team Leadership
- Training and Facilitation
- Client Interviewing
- Active Listening
- Ambassador of Change
- Positive Employee Engagement
- Office Administration and Functions
- Familiarity with various learning and development and office software
Timeline
Licensing Analyst
Home Construction Regulatory Authority
08.2022 - Current
Administrative, Training, Fleet Services
City Of Brampton
08.2021 - 06.2022
Senior Accident Benefits Advisor
AVIVA General Insurance Co.
11.2017 - 08.2021
Accident Benefits Claims Advisor
Desjardins General Insurance Group
01.2009 - 11.2017
Adult Education Facilitation
Sheridan College
Office Administration
Sheridan College
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