Jennifer Armstrong

• Enhanced client satisfaction by addressing concerns and providing timely solutions.
• Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
• Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
• Developed customized service plans tailored to individual client needs, resulting in increased retention rates.
• Coached team members on best practices for exceptional customer service, boosting overall performance levels.
• Drove revenue growth by identifying upsell opportunities within existing accounts.
• Mentored junior staff members for career growth opportunities within the organization.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.

• Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
• Reduced turnaround times on client requests by streamlining work processes.
• Collaborated with cross-functional teams for better service delivery and client experience.
• Kept accurate records to document customer service actions and discussions.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

• Championed a culture of open communication within the team, fostering seamless collaboration among colleagues.
• Reduced turnaround times on client requests by streamlining work processes.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Launched quality assurance practices for each phase of development for transition to paperless environment

• Documented underwriting decisions and provided evidence of compliance with applicable regulations.
• Provided excellent customer service by addressing inquiries promptly and offering comprehensive explanations of underwriting decisions.
• Made approval and denial recommendations by determining accurate risk levels.
• Built strong relationships with brokers and clients for constructive communications.
• Collaborated with sales teams to develop competitive pricing strategies for new products, increasing market share.
• Ensured compliance with regulatory requirements through diligent monitoring of industry changes and updating internal policies accordingly.
• Enhanced policyholder retention with personalized underwriting approaches tailored to individual needs.
• Mitigated potential financial losses, closely monitoring high-risk accounts and recommending appropriate actions.
• Negotiated terms and conditions of coverage with brokers to acquire maximum profitability.

⦁ Account management, focusing on errors & omissions liability accounts, with Architechts and Engineers as a focus

⦁ Management of Hub National Miscellaneous Errors & Omissions Liability MGA Responsibilities including:

⦁ Creation & execution of broker presentations ⦁ Creation of marketing materials

⦁ Negotiated insuring agreements with London broker/syndicates, annually

⦁ Claims triangulations/Loss ratio analysis

⦁ Traveled Canada wide to market & deliver presentation to provincially dominant Hub offices

⦁ Created and implemented all program progression, tracking systems

⦁ Elected by management team to lead the paperless environment initiative

⦁ Responsibilities and achievements:

⦁ Assisted with the creation an implementation of new policies and procedures

• Transportation focused

• Transportation focused