Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kathy Manzoni

Calgary

Summary

Insurance professional with proven track record in claims management and resolution. Known for thorough claim investigations and effective dispute resolution. Team-oriented with strong commitment to achieving results and adapting to evolving needs. Skilled in policy analysis and customer communication.

I'm eager to grow within TD Insurance environment while contributing to a culture of service excellence and continuing my professional and personal growth.

Overview

26
26
years of professional experience
1
1
Certification

Work History

Claims Advisor (TD Auto Center Nolanridge)

TD Insurance
11.2023 - Current
  • Guided clients through complex insurance claims with empathetic support.
  • Verified and updated information on submitted claims, reviewing coverage and process.
  • Advised customers to enhance overall experience at every interaction.
  • Reviewed claims for accuracy and completeness while identifying improvement opportunities.
  • Projected potential losses and recommended risk-limiting strategies.
  • Coordinated with vendors for repair updates and status tracking.
  • Collaborated with Enterprise for rental coverages and extensions.
  • Evaluated claim denial requests and flagged deficiencies accurately.
  • Processed responses and rejection letters to claimants efficiently.
  • Supported general liability handling in auto claims where necessary.
  • Managed payments to all involved parties, ensuring timely issuance.
  • Prioritized activities under time-sensitive protocols effectively.
  • Functioned well in both team settings and independent tasks when needed.
  • Met clients at TD Auto Center to discuss claim details directly.
  • Achieved LEI targets setting goals for 110%, ensuring claims were properly noted and authenticated.
  • Provided exceptional service by addressing client concerns and keeping them informed throughout the process.
  • Trained new hires on policies, software, and best practices for efficiency.
  • Contributed to department success by consistently meeting performance metrics.

Customer Service Representative (CSR)

Collision Repair Experts (TD Auto Center South)
05.2022 - 11.2023
  • Greet insureds and office visitors.
  • Handle phone traffic by booking appointments, addressing adjuster questions, and directing calls.
  • Schedule repairs and warranties via Progi system; keep TD Adjusters updated.
  • Transform estimates from Mitchell to RC program; order parts and compile tech packs for clients.
  • Perform customer walkarounds to note damages, listen to concerns, acquire repair authorizations.
  • Assist customers in reaching Enterprise and inform them of incoming rentals.
  • Observe daily part arrivals; reschedule clients if parts are delayed for timely repairs.
  • Prepare folders for vehicle returns; verify deductibles and customer payments.
  • Deliver vehicles back to customers; review repairs and paperwork to ensure satisfaction.
  • Navigate high-pressure situations while professionally resolving disputes.

Bookkeeper

Cenzy’s Inc.
02.2016 - 05.2022
  • Previously under Vincenzo’s Paving & Concrete Ltd. (September. 2014 – February. 2016 Administrative & Book-Keeping Services/Payroll)
  • Maintained and processed invoices, deposits, and money logs.
  • Managed accounts payable and receivable activities, maintaining vendor relationships and positive cash flow.
  • Handled payroll processing for employees, ensuring timely payment and adherence to tax regulations.
  • Prepared monthly bank reconciliations to ensure accurate representation of company''s financial position.
  • Established QuickBooks accounting system to reflect accurate financial records.

Member Service Representative

First Calgary Financial
01.1999 - 01.2005
  • MSR 3 (Member Service Representative Level3)
  • MSR 2
  • MAR 2 (Member Assistant Representative Level 2)

Education

High School Diploma -

Forest Lawn High School
Calgary, Alberta

Skills

  • Organized professional with strong self-motivation
  • Skilled in adapting to diverse environments
  • Approachable communication style
  • Exceeding LEI targets
  • Proven ability to meet deadlines
  • Skilled in claims resolution strategies
  • Policy interpretation
  • Claims investigation

Certification

  • Casualty Job Shadowing Certificate Completed
  • LMS Course (Learning Management System)
  • WHIMIS (Dangerous Goods)

Timeline

Claims Advisor (TD Auto Center Nolanridge)

TD Insurance
11.2023 - Current

Customer Service Representative (CSR)

Collision Repair Experts (TD Auto Center South)
05.2022 - 11.2023

Bookkeeper

Cenzy’s Inc.
02.2016 - 05.2022

Member Service Representative

First Calgary Financial
01.1999 - 01.2005

High School Diploma -

Forest Lawn High School

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Kathy Manzoni