Keri Sutherland
Calgary,AB
Summary
Dynamic Senior Account Manager with a proven track record of success in client retention and account growth. Skilled in utilizing exceptional communication abilities to resolve customer complaints and drive repeat business. I apply my extensive experience to mentor and guide junior staff, empowering them to achieve their career goals while maintaining the highest standards of excellence.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Senior Account Manager
Krywolt Insurance Broker
Calgary, AB
03.2021 - Current
- Conducted regular performance evaluations for the personal lines team, offering constructive feedback and personalized coaching to foster growth and improve performance.
- Identified key areas for improvement, providing actionable insights to decision-makers to drive necessary changes and enhancements.
- Played an instrumental role in the successful implementation and optimization of Epic, ensuring readiness for the office launch in early 2024.
- Effectively resolved customer complaints while upholding the highest level of customer service and satisfaction.
- Drove repeat business and earned referrals through tailored services and a customer-centric approach.
- Delivered clear, concise presentations on insurance policy options, aligning them with clients' specific needs and goals.
- Managed a book of business focused on high-net-worth individuals and clients associated with large commercial accounts, ensuring continued growth and retention.
Account Executive
Alpine Insurance
Calgary, Alberta
09.2013 - 03.2021
- Demonstrated expertise in securing new client contracts, contributing to company growth.
- Fostered and maintained strong relationships with existing clientele to ensure ongoing satisfaction and loyalty.
- Efficiently managed incoming calls, providing exceptional customer support and addressing sales inquiries.
- Built and nurtured positive relationships with insurance underwriters to ensure seamless service.
- Strengthened client rapport through engaging and informative sales presentations for group insurance offerings.
- Ensured accurate and timely reporting of claims, maintaining transparency and efficiency.
- Boosted the company’s online presence through targeted and strategic social media management.
Senior Customer Service Representative
Rigby Insurance Ltd
Calgary, AB
10.1999 - 09.2013
- Consistently engaged in sales activities both within the office and externally to drive business growth.
- Promptly responded to client inquiries and efficiently processed policy changes to ensure customer satisfaction.
- Managed accounts receivables with precision, ensuring timely and accurate collections.
- Handled daily deposits with accuracy, maintaining financial integrity.
- Maintained an organized system for both digital and physical files to streamline operations.
- Performed reception duties, ensuring a professional and welcoming environment for clients and visitors.
Skills
- Customer relationship management
- Client retention
- Coaching and mentoring
- Account growth
- Sales expertise
- Customer satisfaction
- Excellent communication skills
- Performance evaluations
- Experience with Tam and Epic
- Self Motivated
Certification
- CAIB
- Level 2 general insurance license
Timeline
Senior Account Manager
Krywolt Insurance Broker
03.2021 - Current
Account Executive
Alpine Insurance
09.2013 - 03.2021
Senior Customer Service Representative
Rigby Insurance Ltd
10.1999 - 09.2013
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