Hi, I’m
Jennifer MacKay
Belmont,ON
Summary
Detail-oriented team player with strong organizational skills and the ability to handle multiple projects simultaneously with a high degree of accuracy. Experienced and dedicated customer service professional with extensive knowledge in life and wealth insurance. Proven track record as a solid team player, possessing an outgoing and positive demeanor. Specializing in quality, speed, and process optimization. Articulate, energetic, and results-oriented individual with an exemplary passion for developing relationships, cultivating partnerships, and driving business growth.
Overview
25
years of professional experience
1
Certification
Work History
Sun Life Financial
Distribution Compensation Commissions CSR
10.2014 - Current
Job overview
- Process corrections, updates, audits, and inquiries relating to NAFYC, Sales Credits, Growth and Annual Commission for the SFLD Career Sales Force for Life Insurance policies as well as issuing commission payments of Trail Commission, Wealth deposit adjustments, audits, advisor of record changes and inquiries for Wealth products
- Documented multiple admin processes from start to finish using insurance industry software and wiki's which earned Continuous Improvement rewards and recognition from Management
- Project Milestone involvement in 2021 which included learning of the new Wealth Grid Program for SFLD Advisors (1 year project)
- This project involved learning 2 new programs (Know Your Business Tool and Varicent)
- Project Altitude involvement in 2023 to learn the new Revised Compensation Program.
- GenAI CoP Prompt Engineering (Help desk Chat bot testing)
Sun Life Financial
Individual Insurance Business Solutions Co-ordinator
11.2010 - 02.2013
Job overview
- Technical Job Aid writing for the Universal Life Team
- Project Team Member for work moved to India Service Center.
Sun Life Financial
Individual Insurance UL Admin
09.2005 - 11.2010
Job overview
- Administrative duties such as Universal Life Insurance Policy Surrenders, Loans, Accumulation Fund withdrawals, Conservation, Investment changes and inquiries, Plan changes, Alternate Payment Arrangements
- Answer Calls in the phone queue from clients and advisors and handle their requests or inquiries
- Assist in training new CSR's, create training documentation for specialised roles
- Participated in statistical tracking, enhancements to our systems and reduction of redundant processes which eliminated multiple unproductive error messages and a reorganisation or workloads at a Team level.
Sun Life Financial
Individual Insurance Text Department - Customer Service Rep
11.2003 - 09.2005
Job overview
- Handle updates, changes, and/or inquiries from advisors and clients regarding banking information, terminating Traditional Life insurance policies, issuing policy loan cheques, transferring funds, beneficiary changes etc...
- On a timely basis
- Referral person for co-workers on the team.
Expedia CruiseShipCenters
Travel Consultant
08.2012 - 05.2018
Job overview
- Coordinated all travel for a specialized affinity group which included Disabled guests and their companions
- Created schedule of events for Tour group leaders from departure from Canada to destination and return
- Maintained a sales level of over $100,000 per year for 5 straight years.
- Organized trips for individual, family and business travelers.
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Informed clients of travel policies and utilized preferred vendors to maximize company profits
Defining Moments Videography
Wedding Videographer
01.2005 - 12.2006
Job overview
- Assisted in all aspects of operating a small business including client negotiation and relationship, developing a schedule of events, and monitoring of those events to provide maximum capture for videography
- Specialized in Wedding events which included engagement interviews and slide shows, rehearsal parties, and full coverage of the Wedding Day Events
- This position allowed for creativity, problem-solving and marketing.
Liberty Staffing Services
Client Care Specialist/Recruiter Specialist
04.2003 - 10.2003
Job overview
- Specifically recruited for office positions for new and existing customers
- Management of all staffing requirements for a new Call Center in downtown Kitchener including testing of potential candidates, interviewing, references, payroll, and reporting.
ADT Security Services Canada Inc
After Sales Data Operator
04.2001 - 04.2003
Job overview
- Entered data into a specialized program in order to build a new home/office security system
- Assisted field technicians with testing new security systems by analyzing and confirming signals received in our database
- Provided minor troubleshooting & technical assistance to field technicians when problems occurred
- Answered calls in the phone queue providing service to new and existing customers
- Created schedules designed to monitor small and/or large business' hours of operation
- Created authorization cards and service tickets.
Liberty Staffing Services
Team Representative - Service
05.1999 - 01.2001
Job overview
- Established employment records, timesheets, incremental pay increases, and hiring/dismissal procedures for 140 employees at one of KW's largest automobile parts manufacturers
- Expanded and maintained customer base with average of 2000 - 3500 hours of employment per week
- Placement of employees in general labour/shipping/receiving/forklift/machine operators, etc
- Processing of WSIB claims, injury reports, short-notice orders, order entry, WHMIS training, interviewing, data entry, and timesheets
- Taking orders from clients to determine their employment needs regarding pay, shifts, testing required, etc.
Education
SLFD MyLearning NavigatorWaterloo, ON
Prompt Engineering Course from Artificial Intelligence
08.2024
SLFD MyLearning NavigatorWaterloo, ON
Destination AI from Artificial Intelligence
05.2024
SLFD MyLearning NavigatorWaterloo, ON
Digging Deeper For A Data-Driven Story from Big Data Analytics
05.2024
SLFD MyLearning NavigatorWaterloo, ON
Fraud Investigation Fundamentals from Insurance Fraud
03.2024
Travel Industry Council of OntarioKitchener, ON
TICO Certification from Travel And Tourism
11.2012
Toronto School of BusinessKitchener
from Business Administration
06.1995
Skills
- Proficient at an intermediate level with MS Excel and MS Word, typing speed of 70 wpm
- Insurance Industry software experience with CRM programs, Mutual fund/Investment Tools, Fund Company programs and Advisor Hub (total of 27 apps/programs used on a daily basis)
- Technical process writing with Insurance Industry Tools and Databases
- Experience with Zoom, Google Meets, AVAYA phone software
- Excellent organization, communication, planning and time management skills
- Able to work without supervision or within a team environment
- Experience with managing client relationships, sales, human resources, and small business bookkeeping
Travelexperience
- Group Tour (Assisted Tour Directors) all over Southern India - 02/2009
- Group Tour (Assisted Tour Directors) through Thailand, Laos, Cambodia, Vietnam - 12/2010 - 01/2011
- Group Tour Leader > Celebrity Summit Cruise Ship - 04/2018
- Group Tour Leader > Norwegian Breakaway Cruise Ship - 03/2020
Hobbies and Interests
- Camping in our 1966 Airstream
- Cruising and exploring the world
- Renovating my home
- Socializing with friends and family
- Writing in travel blog
Languages
English
Native or Bilingual
Certification
- CTA - Certified Travel Associate
Timeline
Distribution Compensation Commissions CSR
Sun Life Financial
10.2014 - Current
Travel Consultant
Expedia CruiseShipCenters
08.2012 - 05.2018
Individual Insurance Business Solutions Co-ordinator
Sun Life Financial
11.2010 - 02.2013
Individual Insurance UL Admin
Sun Life Financial
09.2005 - 11.2010
Wedding Videographer
Defining Moments Videography
01.2005 - 12.2006
Individual Insurance Text Department - Customer Service Rep
Sun Life Financial
11.2003 - 09.2005
Client Care Specialist/Recruiter Specialist
Liberty Staffing Services
04.2003 - 10.2003
After Sales Data Operator
ADT Security Services Canada Inc
04.2001 - 04.2003
Team Representative - Service
Liberty Staffing Services
05.1999 - 01.2001
SLFD MyLearning Navigator
Prompt Engineering Course from Artificial Intelligence
SLFD MyLearning Navigator
Destination AI from Artificial Intelligence
SLFD MyLearning Navigator
Digging Deeper For A Data-Driven Story from Big Data Analytics
SLFD MyLearning Navigator
Fraud Investigation Fundamentals from Insurance Fraud
Travel Industry Council of Ontario
TICO Certification from Travel And Tourism
Toronto School of Business
from Business Administration
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