Kristin Morrison
Goulais River,ON
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced professional, bringing top-notch skills in oral and written communication, active listening, and analytical problem-solving.
Solid team member with an outgoing, positive demeanour, and proven aptitude for establishing rapport with clients. Articulate, energetic, and results-oriented, with a passion for developing relationships, cultivating partnerships, and creating opportunities for growth and development.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
WSIB
09.2022 - Current
- Deliver exceptional customer service to every caller, every time, by creating welcoming, positive experiences and removing barriers.
- Respond to customer requests using empathetic active listening.
- Offer support and provide important information by leveraging current skill set, and effective use of Content Portal, to address specific caller needs; ie. claims navigation, Online Service support, payment, and benefits enquires,
- Assist callers in navigating WSIB website to improve overall user experience.
- Collaborate with Team members to meet and exceed Team and individual goals for client satisfaction.
- Consistently maintain upper 90-100% on all measurable metrics in CSR role
- Manage high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Continue to strive to improve through education, professional interpersonal interactions, Team-building activities, and taking advantage of all opportunities to grow and develop.
Account Executive - Commercial Lines
Youngs Insurance Brokers Inc
06.2019 - 01.2022
- Case Management of multiple large commercial accounts including gathering of information, assessment, planning, and facilitation of timely access to optimal products and services to meet individual and business needs.
- Working collaboratively with all parties to guide, set goals, and take action to prevent claims and manage future risks.
- Development, implementation, and monitoring of comprehensive Case Management plans including annual reviews to ensure continued effectiveness.
- Streamlined account management processes for increased efficiency and improved client retention rates.
- Referral of clients to both internal and external specialized resources as required.
- Stayed up to date on changing industry guidelines, product criteria, laws, regulations, and policies, to enable prompt and objective adjudication for product and service eligibility.
- Kept clients informed on the status and progress of claims by providing education, responding to questions and reconsideration requests, preventing or resolving disputes, coordinating effective communication between all parties, and helping to get the client back to pre-claim circumstances.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
Customer Service Representative
Algoma Insurance Brokers
09.2016 - 06.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.
- Exhibited high energy and professionalism when dealing with clients and staff.
Fundraising Volunteer
Quinte Healthcare and Quinte Arts Council
07.2005 - 07.2014
- Coordinated and organized annual fundraising events as a member of Belleville General Hospital Gala Committee, including the BGH Gala, which raised over $225,00 toward purchasing new hospital equipment.
- Co-chair of Quinte Arts Council Festival of Trees Gala, raising funds to provide academic/art scholarships and fund art programs. Planned and executed sit-down catered dinner for 325 guests, raising tens of thousands of dollars for education and programs.
- Boosted donor engagement by organizing and hosting successful fundraising events.
- Built lasting friendships and motivated community engagement.
Education
Bachelor of Arts - Honours English Literature And Studio Art
University of Toronto
Toronto, ONLicensed Insurance Broker (inactive)
Registered Insurance Brokers of Ontario
Toronto, ONSkills
- Case Management
- Adjudication/Products Eligibility
- Customer Service
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Product Knowledge
- Data Collection
- Building rapport
- De-Escalation Techniques
Timeline
Customer Service Representative
WSIB
09.2022 - Current
Account Executive - Commercial Lines
Youngs Insurance Brokers Inc
06.2019 - 01.2022
Customer Service Representative
Algoma Insurance Brokers
09.2016 - 06.2019
Fundraising Volunteer
Quinte Healthcare and Quinte Arts Council
07.2005 - 07.2014
Bachelor of Arts - Honours English Literature And Studio Art
University of Toronto
Licensed Insurance Broker (inactive)
Registered Insurance Brokers of Ontario
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