Kelly Pullen
Leduc,Canada
Summary
Experienced communicator and reliable team player with a solid understanding of the insurance industry. Specialized in cultivating relationships with clients, brokers, and stakeholders to provide exceptional service. Highly organized and detail-oriented, adept at identifying potential risks and devising effective solutions.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Associate Insurance Advisor
Harpe Insurance and Financial Services – Cooperators Insurance Group of Canada
09.2022 - Current
- Sale of insurance packages for primarily commercial clients, property and casualty coverage, for profit, not for profit, and non- profit business models, Commercial and Personal Auto, Habitation, Farm, Hobby Farm and Travel Insurance lines
- Quote and prospect new business, cross sale to other insurance lines and upsell coverage.
- Identify gaps in coverage, explain various coverage levels and options for individual risks
- Prepare, monitor, manage and maintain client files including annual reviews
- Assessing risks and confirming if in appetite for insurance company
- Communicate with underwriting and acting as point of contact between client and underwriter
- Provided outstanding client service through positive and educational conversation, obtaining accurate data and building trusting client rapport
- Perform data entry and data calculations
- Reviewing financial details for clients, accept payment and offer options for clients if necessary
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
- Calculated quotes and educated potential clients on insurance options.
- Explained features, advantages and disadvantages of various policies to promote insurance sales.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Offered detailed information about products and binding coverage.
- Presented complex insurance concepts in a clear, accessible manner to help clients make informed decisions about their coverage needs.
- Managed a diverse book of commercial accounts across various industries, adapting strategies based on unique client requirements and market conditions.
- Collaborated with underwriters to negotiate favorable policy terms and pricing for clients, ensuring comprehensive coverage at competitive rates.
Customer Care Specialist – Personal Lines Insurance
Johnson Inc. / Morgex Insurance
05.2011 - 10.2014
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Verified accuracy of customer account information and updated when necessary.
- Took ownership of customers issues to follow problems through to resolution.
- Improved team performance by sharing knowledge and best practices with colleagues in regular training sessions.
- Provided customers with detailed information on company products, services and materials.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
- Calculated quotes and educated potential clients on insurance options.
- Explained features, advantages and disadvantages of various policies to promote insurance sales.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
Resident Manager
York West Asset Management
09.2004 - 12.2012
- Maintain all resident files and financial data for the owner/management company
- Provided for peaceful and safe tenant relations through complaint management and conflict resolution.
- Reported and documented maintenance requests and scheduled appropriate services.
- Oversaw move-in/move-out processes to ensure seamless transitions while minimizing vacancy periods.
- Supervised maintenance staff, providing guidance on work priorities and ensuring completion of tasks on schedule.
- Maintained safety standards within the property, conducting regular checks and initiating corrective measures when needed.
- Conducted thorough background checks on prospective tenants to minimize risks associated with delinquency or lease violations.
Customer Care Agent – Personal Lines
Allstate Insurance Company of Canada
01.2010 - 05.2011
- Prepare, monitor, manage and maintain client files including annual reviews
- Addressing any questions or concerns brought forward by the underwriting team
- Provided outstanding client service through positive and educational conversation, obtaining accurate data and building trusting client rapport
- Perform data entry and data calculations
- Prepare files for underwriting review and attaching any required underwriting documentation
- Selling and upselling product to existing clientele
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Built rapport with clients, resulting in increased customer loyalty and positive feedback.
- Reduced response times by implementing effective organizational strategies in managing inquiries.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Conducted regular quality assessments, ensuring consistent adherence to company standards of excellence in customer care.
- Collaborated with cross-functional teams to identify and address recurring customer concerns.
- Contributed towards a positive working environment by actively supporting colleagues during busy periods or when faced with challenging situations.
- Actively sought opportunities for professional development within the industry, participating in workshops and training sessions relevant to the role.
- Managed high call volume while maintaining exceptional service quality for all customers.
- Calculated quotes and educated potential clients on insurance options.
- Spent ample time with each customer, verbally reviewing, and explaining documents for client comprehension.
- Explained features, advantages and disadvantages of various policies to promote insurance sales.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
Internal Accountant
Mowbrey Gil LLP
02.2008 - 09.2009
- Internal accounting team completed full cycle accounting for the company Mowbrey Gil LLP; advisory services as well as tax and accounting assurance
- Human resources for Mowbrey Gil LLP with primary focus on articling student support for CASB, providing assistance in application process, course registration, exam and educational support
- Provided support in human resources for employee application, benefit administration, holiday and personal tracking as well as planning for major client and staff events
- Maintain all electronic and paper filing, perform data entry, data calculations, and generate reports for managers and partners
- Maintained accurate financial records through diligent data entry and regular audits.
- Streamlined invoice processing workflows, resulting in reduced manual errors and improved vendor relationships.
- Managed accounts payable and receivable, ensuring timely payments and accurate recordkeeping.
- Ensured timely completion of bank reconciliations to maintain accurate cash positions within the company''s general ledger.
- Collaborated with colleagues to develop and implement new financial policies, positively impacting overall company performance.
- Facilitated smooth month-end closing processes through diligent preparation of various account reconciliations and journal entries.
- Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
- Scheduled and coordinated interviews between hiring managers and potential candidates.
- Updated and maintained employee attendance records.
- Compiled employee records from individual departments to maintain central files.
- Helped employees register for benefits programs using online portals.
- Tracked various statistics and kept detailed records to support human resources department.
Accounts Payable Clerk
Canadian Helicopters LTD
06.2006 - 02.2008
- Track, review, access and pay invoices for 26 helicopter bases in western provinces and northern territories; including but not limited to base invoices, wages and expense claims
- Filing and maintaining record as well as determining variance in cost and assessing for loss risk
- Working directly with controller to review and assess cost in relation to each base/region
- Maintain all electronic and paper filing, perform data entry, data calculations, and generate reports as required for CFO and Controller
Customer Care Agent
Convergys
01.2005 - 01.2006
Youth worker
McMan Youth Child and Family Services
01.2000 - 01.2005
Recreation Technician I and II
City of Edmonton
01.1997 - 01.2005
Education
Business Administration - Accounting
NAIT
Edmonton, AB01.2006
High School -
Ross Sheppard High School
Edmonton, AB01.1997
Skills
- Property inspections
- Goal oriented
- Underwriting principles
- Client relations
- Policy analysis
- Quotes and sales
- Customer service
- Account management
Languages
English
Professional Working
Certification
General Insurance Certification - Level 1
Interests
- Music
- Enjoy hobbies that combine physical activity with outdoor exploration
- Hiking
- Camping
- Volunteering
Timeline
Associate Insurance Advisor
Harpe Insurance and Financial Services – Cooperators Insurance Group of Canada
09.2022 - Current
Customer Care Specialist – Personal Lines Insurance
Johnson Inc. / Morgex Insurance
05.2011 - 10.2014
Customer Care Agent – Personal Lines
Allstate Insurance Company of Canada
01.2010 - 05.2011
Internal Accountant
Mowbrey Gil LLP
02.2008 - 09.2009
Accounts Payable Clerk
Canadian Helicopters LTD
06.2006 - 02.2008
Customer Care Agent
Convergys
01.2005 - 01.2006
Resident Manager
York West Asset Management
09.2004 - 12.2012
Youth worker
McMan Youth Child and Family Services
01.2000 - 01.2005
Recreation Technician I and II
City of Edmonton
01.1997 - 01.2005
General Insurance Certification - Level 1
Business Administration - Accounting
NAIT
High School -
Ross Sheppard High School
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