Jessica Wilhelm
Memramcook,NB
Summary
Top rated Learning Consultant with proven track record in facilitation and implementing effective learning programs. Adept in promoting inclusive environments and supporting diverse populations. Expertise in creating and implementing programs that foster equity and accessibility in workplace settings. Demonstrated ability in team collaboration and conflict resolution, ensuring all voices are heard and valued.
Overview
15
15
years of professional experience
Work History
Learning Consultant / Facilitator - Operations
Intact Insurance
04.2023 - Current
- Deliver high-quality training sessions, utilizing engaging instructional methods and diverse content formats (virtual training and in person) for insurance brokers and internal employees
- Enhance learning experiences by incorporating multimedia tools and real-world scenarios into training sessions.
- Contribute to the development of more effective curricula by providing feedback on course materials and student performance.
- Manage the Pathways Broker Training program. Including planning, needs analysis, resource management and facilitation.
- Manage multiple concurrent projects with strong time management skills, ensuring timely completion of all tasks without compromising quality or client satisfaction.
- Be an effective resource to employees and brokers to learn and apply new or advanced underwriting skills, soft skills and insurance industry knowledge
- Evaluated and manage learner progress, identifying areas for improvement and adapting instructional strategies accordingly.
- Collaborate with internal and external stakeholders to determine training needs which support the organization's objectives
- Serve as a mentor to learners seeking guidance in their professional development journey, offering support and resources for success.
- Identified skill gaps within employee population and recommended appropriate learning interventions resulting in increased workforce proficiency.
- Act as Diversity, Equity and Inclusion Ambassador
- Education Liaison for the National Intact Pride Employee Network Steering Committee
- Past regional lead for the Intact Pride Network in Atlantic Canada.
Instructor
Insurance Institute of New Brunswick
04.2019 - Current
- Facilitate online courses for the Insurance Institute for students wishing to complete their professional development to Chartered Insurance Professional
- Illustrate an in-depth understanding of specific courses related to the insurance industry
- Promote student learning by providing individualized and small group support to reinforce course topics
- Prepare lesson materials and visual aids to reinforce lesson concepts
- Apply various teaching aids to minimize learning gaps and effectively instruct and motivate students
- Promote a positive learning environment by establishing clear expectations and maintaining consistent classroom management techniques.
- Track student progress, frequently checking in with struggling students and identifying root causes of problems.
- Boosted student performance by providing individualized support and targeted feedback.
- Initiated new learning methods, eliminating instructional gaps and improving comprehension.
- Test and evaluate students on materials presented in workshops and classes.
- Participated in professional development opportunities to stay current on educational trends and enhance teaching effectiveness.
PERSONAL LINES UNDERWRITER II
Intact Insurance
01.2022 - 04.2023
- Accepted, rejected, endorsed, renewed or cancelled insurance contracts, following Intact's underwriting policies, procedures and provincial law/regulations
- Developed and managed relationships with brokers to develop a lasting and profitable relationship
- Acted as the dedicated underwriter for Broker Link New Brunswick
- Underwrote risks using sound business decisions that contribute to profitable growth while keeping the client experience and broker relationship in mind
- Reviewed claims to determine possible red flags and/or deterioration in the risk
- Acted as subject matter expert for premium discrepancies
- Ran training sessions for regional brokers
- Certified Peer Coach
- Success partner for new hires.
Inside Property Adjuster
Intact Insurance
10.2020 - 01.2022
- Listened to and anticipated customer needs and offered solutions
- Determined coverage and analyzed circumstances of the claim
- Validated/confirmed the deductible related to the claim
- Investigated and assessed damage to property and reviewed property damage estimates
- Created a unique experience based on trust and exceeded client expectations
- Provided a fair and equitable settlement within established guidelines
- Identified red flags for potentially fraudulent claims and identified potential opportunities for subrogation on claims
- Helped other departments when required as call volume demanded.
Personal Lines Broker
Higgins Insurance
09.2019 - 06.2020
- Interviewed prospective clients to learn about their insurance needs and to discuss any existing coverage
- Delivered excellent client service and strengthened relationships with clients to gain their other lines of business
- Help clients navigate through the claims process
- Quoted and sold insurance policies with a high close ratio
- Developed solid referral contacts within the community and retained business through client service, policy reviews, and re-markets
- Contacted warm and x date leads each week to expand client base
- Established strong relationships with underwriting teams, dealerships, and other industry contacts
- Processed applications, payments, corrections, endorsements, and cancellations.
Personal Lines Underwriter II
Wawanesa Insurance
02.2019 - 12.2019
- Accepted, rejected, endorsed, renewed, or cancelled insurance contracts, following underwriting policies, procedures, and provincial law/regulations
- Developed and managed relationships with brokers to develop a lasting and profitable relationship
- Underwrote risks using sound business decisions that contribute to profitable growth while keeping the client experience and broker relationship in mind
- Reviewed claims to determine possible red flags and/or deterioration in the risk
- Acted as a lead underwriter for a large portfolio transfer.
Inside Auto Adjuster
Allstate Insurance
06.2018 - 02.2019
- Efficiently processed a high volume of claims while working in a fast-paced environment
- Verified details with policyholders and requested additional information, assessed policy coverage, reviewed documentation, and accounts to better understand the situation to adjust the claim properly
- Negotiated settlements for smaller claims
- Issued payouts to claimants
- Consulted with field support team, including claim manager, quality control, file review, team lead, and adjusters to receive support specific to the assigned claim assignment
- Provided quality client service to all insured and claimants throughout the claims process to ensure timely service
- Followed up with clients on unresolved issues
- Investigated potentially fraudulent claims to ensure only legitimate claims paid.
Personal Lines Insurance Broker
Cooke Insurance
06.2016 - 06.2018
- Trained and mentored new brokers
- Aided manager in doing audits, reporting, and coaching
- Interviewed prospective clients to learn about their insurance needs and to discuss any existing coverage
- Guided and educated clients towards the insurance product that best fit their needs
- Delivered excellent client service and strengthened relationships with clients to gain their other lines of business
- Quoted and sold insurance policies with a high close ratio
- Developed solid referral contacts within the community and retained business through client service, policy reviews, and re-markets
- Contacted warm and x date leads each week to expand client base
- Established strong relationships with underwriting teams, dealerships, and other industry contacts
- Processed applications, payments, corrections, endorsements, and cancellations
- Gathered information for auto/home claims and helped clients through the claims process
- Provided general service support by answering inquiries, making changes to policies, and offering support
- Received award for 'Outstanding Peer of The Year'.
Personal Lines Insurance Broker
EGM Insurance
09.2014 - 06.2016
- Interviewed prospective clients to learn about their insurance needs and to discuss any existing coverage
- Guided and educated clients towards the insurance product that best fit their needs
- Delivered excellent client service and strengthened relationships with clients to gain their other lines of business
- Quoted and sold insurance policies with a high close ratio
- Developed solid referral contacts within the community and retained business through client service, policy reviews, and re-markets
- Contacted warm and x date leads each week to expand client base
- Established strong relationships with underwriting teams, dealerships, and other industry contacts
- Processed applications, payments, corrections, endorsements, and cancellations
- Gathered information for auto/home claims and helped clients through the claims process
- General office duties, supply ordering and cash/deposit duties
- Provided general service support by answering inquiries, making changes to policies, and offering support.
Personal Lines Insurance Broker
Cooke Insurance
09.2013 - 05.2014
- Interviewed prospective clients to learn about their insurance needs and to discuss any existing coverage
- Guided and educated clients towards the insurance product that best fit their needs
- Delivered excellent client service and strengthened relationships with clients to gain their other lines of business
- Quoted and sold insurance policies with a high close ratio
- Developed solid referral contacts within the community and retained business through client service, policy reviews, and re-markets
- Contacted warm and x date leads each week to expand client base
- Established strong relationships with underwriting teams, dealerships, and other industry contacts
- Processed applications, payments, corrections, endorsements, and cancellations
- Gathered information for auto/home claims and helped clients through the claims process
- General office duties, supply ordering, and cash/deposit duties
- Provided general service support by answering inquiries, making changes to policies, and offering support
- Managed a busy walk-in satellite office alone for several months while short-staffed
- Trained and mentored new brokers.
Personal Lines Insurance Agent
TD Insurance
01.2010 - 09.2013
- Processed home and auto insurance policies, payments, corrections, endorsements, and cancellations
- Processed callbacks, submissions, and mail in a timely manner
- Accepted risks within established guidelines
- Team champion for quality 2011 to 2013
- Assisted team leader with pending team reports and various projects
- Gathered information for auto/home claims and helped clients through the claims process
- Quoted and sold insurance policies with a high close ratio
- Focused on continuing education and training programs to continue professional development.
Education
Certificate in Adult Education -
Canadian College of Educators
06.2025
Certified Peer Coach -
International Coaching Federation
11.2022
Chartered Insurance Professional -
Insurance Institute Of New Brunswick
Moncton, NB04.2018
Associate of Arts In Journalism -
NBCC
Woodstock, NB06.2005
Skills
Collaborative learning
Performance Consulting
Facilitation Techniques
Organizational Development
Learning Analytics
Soft skills training
Learning Management Systems
Adult Learning Theory
Virtual Classroom
Loss control
Policy analysis
Claims Handling
Cross-selling abilities
Technical knowledge
Customer Service
Problem-Solving
Time Management
Attention to Detail
Customer Relations
Sales Techniques
Staff Management
Teamwork and Collaboration
Role Modeling
Inclusive leadership
Cross-cultural communication
Coaching and Mentoring
Training facilitation
Diversity training
Excellent Communication
Languages
English
Native or Bilingual
French
Limited Working
Certification
- Chartered Insurance Professional, Insurance Institute of Canada, 2018
Quote
“Every great dream begins with a dreamer. Always remember, you have within you the strength, the patience, and the passion to reach for the stars to change the world.”
Harriet Tubman
Timeline
Learning Consultant / Facilitator - Operations
Intact Insurance
04.2023 - Current
PERSONAL LINES UNDERWRITER II
Intact Insurance
01.2022 - 04.2023
Inside Property Adjuster
Intact Insurance
10.2020 - 01.2022
Personal Lines Broker
Higgins Insurance
09.2019 - 06.2020
Instructor
Insurance Institute of New Brunswick
04.2019 - Current
Personal Lines Underwriter II
Wawanesa Insurance
02.2019 - 12.2019
Inside Auto Adjuster
Allstate Insurance
06.2018 - 02.2019
Personal Lines Insurance Broker
Cooke Insurance
06.2016 - 06.2018
Personal Lines Insurance Broker
EGM Insurance
09.2014 - 06.2016
Personal Lines Insurance Broker
Cooke Insurance
09.2013 - 05.2014
Personal Lines Insurance Agent
TD Insurance
01.2010 - 09.2013
Certified Peer Coach -
International Coaching Federation
Chartered Insurance Professional -
Insurance Institute Of New Brunswick
Associate of Arts In Journalism -
NBCC
Certificate in Adult Education -
Canadian College of Educators
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