Julia
Hamilton,ON
Summary
Accomplished leader with a proven track record of driving team performance and delivering results. Excels in fostering strong team collaboration, adapting to changing needs, and ensuring customer satisfaction. Adept at managing high-paceenvironments, resolving complex issues, and implementing effective strategies. Known for reliability, leadership, and focus on achieving targets.
Overview
7
7
years of professional experience
Work History
Agency Contact Center Supervisor
Cooperators
Mississauga, ON
06.2019 - Current
- Created a positive work environment, fostering strong teamwork and agent engagement.
- Ensured compliance with company policies and procedures, maintaining the highest level of professionalism within the team.
- Directed, guided, coached and mentored team of 14 agents and surpassed individual and corporate goals.
- Developed strong relationships with other department leaders to promote collaboration towards shared company goals.
- Developed and implemented training programs to enhance team performance and productivity.
- Supported new technology implementations, leading change management efforts within the team for seamless adoption of new systems or processes.
- Actively participated in recruiting activities to attract top talent for the contact center supervisor role.
- Championed employee recognition programs, boosting morale and increasing overall job satisfaction within the contact center team.
Underwriting Technical Specialist
Cooperators
Mississauga, ON
09.2017 - Current
- Provided expert advice on complex underwriting cases, leading to informed decision-making.
- Maintained compliance with industry regulations and company guidelines during all underwriting activities.
- Implemented innovative strategies to streamline workflow processes, resulting in increased productivity among team members.
- Mentored junior underwriters, fostering a positive team environment focused on achieving business objectives.
- Provided expert guidance to sales teams regarding proper risk selection criteria for new business opportunities.
- Streamlined underwriting processes for quicker turnaround times, enhancing client satisfaction.
- Contributed to reducing underwriting errors by enhancing quality control measures.
Charted Insurance Professional Instructor
Insurance Institute of Canada
Mississauga, ON
09.2017 - Current
- Enhanced student comprehension by incorporating visual aids and hands-on activities in lessons.
- Established clear objectives for each lesson, ensuring alignment with curriculum goals and assessment standards.
- Integrated real-world examples into lessons to help students understand the practical applications of their knowledge.
- Assisted in creating a positive learning environment by promoting open communication and respectful behavior among students.
- Implemented differentiated instruction techniques to accommodate diverse learning styles, ensuring all students had access to quality education experiences.
- Maintained a pass success rate of 85% and above consistently.
- Collaborated with the institute to increase Manitoba’s level 2 LIRs during the pandemic to service our clients & assist with our service levels.
Education
Certified IDEA Leader
Cooperators2024
CCMP Designation
Project Management Institute 2023
Certified Change Practitioner
Prosci2023
FCIP Designation
Insurance Institute Of Canada2022
LEAN Green Belt Certified
Cooperators2018
Management Business Diploma
McMaster’s University 2016
Insurance Business Diploma
Mohawk College2002
Skills
- Team development
- Organizational skills
- Adaptability and flexibility
- Effective communication
- Change management
- Performance management
- Cross-functional teamwork
- Team leadership
- Complex Problem-solving
- Task delegation
- Goal setting
- Strategic planning
- Staff development
Timeline
Agency Contact Center Supervisor
Cooperators
06.2019 - Current
Underwriting Technical Specialist
Cooperators
09.2017 - Current
Charted Insurance Professional Instructor
Insurance Institute of Canada
09.2017 - Current
Certified IDEA Leader
CCMP Designation
Certified Change Practitioner
FCIP Designation
LEAN Green Belt Certified
Management Business Diploma
Insurance Business Diploma