KARLEE DESORMEAUX
Listowel,Canada
Summary
Six years of experience in Group Benefit Insurance Industry with a proven ability to lead high-performance teams and achieve exceptional results. Expertise in coaching, training, and managing workloads to enhance productivity and efficiency. Skilled in strategic planning, project management, and KPI analysis, with a track record of developing impactful training programs. Strong conflict resolution and negotiation skills, combined with exceptional time management, foster collaborative relationships and drive continuous improvement.
Experienced with team leadership and operational management. Utilizes strong organizational skills to optimize workflow and improve team efficiency. Track record of fostering collaborative work environment to achieve collective goals.
Professional with significant expertise in team leadership and operational management. Proven track record in driving team collaboration and delivering impactful results. Skilled in conflict resolution, process optimization, and strategic planning, with flexible approach to evolving business needs. Known for reliability, strong communication, and fostering productive work environment.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Supervisor, Technical Services
Cowan Insurance Group
09.2019 - Current
- Reporting & Metrics: Developed and maintained comprehensive systems to ensure targets and quality requirements are met
- Industry Expertise: Implemented latest practices and technologies by staying current with industry trends
- KPI Program: Created and executed a KPI program, presenting detailed monthly reports to the director
- Process Improvement: Established policies, procedures, and workflows for continuous improvement and accuracy
- Team Management: Responsible for recruiting, coaching, training, evaluation, and delegation of work schedules
- Meeting Facilitation: Led monthly, weekly, and quarterly meetings for team members and assisting departments
- Performance Evaluations: Oversaw yearly performance and compensation evaluations
- Data Analysis: Improved reporting accuracy using Excel spreadsheets, pivot tables, automation, and VLOOKUP functions
- Third-Party Administration Specialist
- Expertise: Managed and oversaw third-party administration processes, handling complex tasks related to employee benefits
- Account Manager
- Client Relations: Prepared and presented marketing and renewal presentations, negotiated rates, and assessed underwriting risks
- Benefits Specialist
- Program Management: Managed enrollment, renewal, and termination processes for employee benefits programs
- Support & Analysis: Provided exceptional support to employees, analyzed benefits data, and identified cost-saving opportunities
- Team Lead, Technical Services
- Leadership: Guided, monitored, and led team to achieve organizational goals
- Analytical Support: Provided day-to-day analytical support to the Group Benefits department
- Benefit Analyst
- Data Management: Ordered and downloaded reports, input data into Excel workbooks, and ensured high-quality data integrity
- Project Management: Provided project management support, ensuring milestones were met efficiently
Benefits Specialist
Ontario Teachers Insurance Plan
02.2018 - 09.2019
- Administered the organization’s benefits programs (e.g., health plans, leave policies, return programs, insurance policies, etc.)
- Researched and analyzed benefits plans, programs, and policies
- Made recommendations based on data analyses
- Monitored government regulations, legislation, and benefits trends
- Investigated and resolved member complaints regarding coverage, claims and service, and documenting outcomes for future reference
- Ensured a high level of customer satisfaction through effective support and excellent customer service, by providing quick and accurate service in a professional manner
- Emailed Support Team
Leasing Agent
ACSO Property Management Inc.
07.2017 - 09.2019
- Presenting properties and provided amenities in a positive light to prospective tenants
- Acting as a “landlord” for property owners and helping them navigate the property market
- Advertising available properties using a variety of media and promoting materials
- Ensure proper maintenance and inspect properties periodically
- Administrative duties such as managing and distributing information within an office, answering phones/emails, taking memos, and maintaining files along with extensive software skills, Internet research abilities and strong communication skills
Billing Operations Team Lead
Rogers Communications
04.2009 - 07.2017
- Assisted Team Manager with Incorporating feedback to agents on a regular basis, to improve personal and professional development
- Provide second level support to internal agents
- Communicated with internal departments to expedite resolution of customer issues
- Developing and implementing programs
- Escalated issues to the appropriate Work Groups for resolution and maintain responsibility for all issues within his/her own working parameters
- Provided Team Manager with timely updates and status on projects and escalate when necessary
- Notified management and the business of critical issues
- Contributed to process improvement with recommendations to managers
- Ensured customer impacting issues are resolved within service level commitments
- Multi-tasked with a high level of accuracy as well as understanding of the sequence of priorities to be executed
Front Desk Receptionist
Bruce Peninsula National Park
09.2004 - 04.2009
- Assisted in creating and maintaining spreadsheets, creating word documents, merging documents for mailing
- Entered formulas into spreadsheets, and entering data in to a customer relations database
- Inbound/ outbound calling
- Mail distribution / Administrative duties
Education
Legal Administrative Assistant -
Conestoga College
Kitchener, ON04.2010
Early Childhood Studies - undefined
Georgian College
Owen Sound, ON06.2008
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Attention to detail
- Complex Problem-solving
- Strategic planning
- Analytical thinking
- Relationship building
- Project planning
- Conflict resolution
- Expectation setting
- Coaching and mentoring
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 5-10 staff members.
Languages
English
Full Professional
Certification
- PowerPoint Essential Training
- Excel Essential Training Leading
- Virtual Teams Communicating
- Customer Service Foundations
- Quality Standards in Customer Service
- Leadership Styles, Behaviors, and Approaches
- Coaching skills for Leaders and Managers
- Smart Serve Certified
- Joint Health and Safety Certified Member
- Safe Food Handers Program Certified.
Timeline
Supervisor, Technical Services
Cowan Insurance Group
09.2019 - Current
Benefits Specialist
Ontario Teachers Insurance Plan
02.2018 - 09.2019
Leasing Agent
ACSO Property Management Inc.
07.2017 - 09.2019
Billing Operations Team Lead
Rogers Communications
04.2009 - 07.2017
Front Desk Receptionist
Bruce Peninsula National Park
09.2004 - 04.2009
Early Childhood Studies - undefined
Georgian College
Legal Administrative Assistant -
Conestoga College
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