Krystal MacNeil
Pickering
Summary
Seasoned collaborator experienced in meeting needs, improving processes and exceeding requirements in team environments. Diligent worker with strong communication skills, capability to prioritize and organize tasks, and desire for in-depth understanding of industry concepts. Dedicated professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Associate Claims Specialist
Liberty Mutual Insurance Company
06.2023 - Current
- Actively maintained claims department mailbox for incoming requests from including claims handlers, brokers, insureds and third parties.
- Reviewed incoming items for triaging and assignment of new claims, provided broker follow ups, and processing of payment requests as well as other general claim related inquiries in a timely manner.
- Handled high volume of incoming phone calls, e-mails and fax correspondence on a daily basis with a focus on high level customer service.
- Developed and introduced reference documents for daily processes, boosting team efficiency and knowledge.
- Streamlined newly implemented "closing desk" initiative, following up on outstanding fee invoices and required settlement documents, significantly reducing turnaround on file closures and improving client satisfaction.
- Assisted with monthly reconciliation on Bordereau accounts ensuring accuracy and quick corrections if required.
- Communicated effectively with staff members of underwriting, finance and US intake team to resolve system errors and delays on pending tasks.
- Processed recovery on active claim files for funds received including deductibles, salvage and award costs.
- Prepared and provided deductible statements and invoices to insured contacts and brokers for small and large volume accounts, following up regularly to obtain quick payment recoveries.
Underwriting Support Clerk-Commercial Lines
Intact Financial Corp.
07.2022 - 06.2023
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Carried out day-day-day duties accurately and efficiently.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Monitored and managed client content manager inbox, categorizing and assigning new submissions and active policy endorsement requests to underwriters and assistants.
- Maintained highly efficient turn around times to ensure requests are handled in a timely manner.
- Communicated via e-mail in a professional and helpful manner with brokers and colleagues to confirm information when and where required.
- Commitment to quality and reliability allowed for nominated participation in special projects in collaboration with other departments.
- Actively participated in team huddles and provided feedback and areas for process improvement.
Legal Assistant/Junior Law Clerk
Whelton Law Professional Corporation
06.2021 - 07.2022
- Managed accounts and client records of clients, observing confidentiality and extreme discretion.
- Helped with intake of new clients and materials by setting up files and documenting important information using Unity practice management system.
- Assisted with preparation of closing documents, requests for payout statements as needed and general file maintenance for residential and commercial real estate transactions.
- Prepared early stage documentation including the statement of adjustments and trust ledgers.
- Managed general clerical needs such as opening and closing files, scanning sheets and faxing documents.
Administrative Assistant
Insight Legal
02.2022 - 06.2022
- Updated firm's database with new information for client records and intake requirements.
- Created organized Dropbox files and folders for remote accessibility to all matter documentation.
- Assisted attorneys with everyday file organization and administrative time sensitive tasks.
- Communicated clearly and often with oral and written correspondence.
- Scheduled client meetings and prepared document signing packages via Zoom and HelloSign.
- Arranged courier pickups and dropoffs.
- Generated matter disbursement logs and invoicing when required using Clio.
Legal Assistant/Legal Receptionist
Vanular Lawyers
09.2021 - 11.2021
- Supported team of 3 attorneys in practice of Real Estate, Wills & Estates and Litigation law.
- Scheduled and made appointments, assisted with walk-in notary and ILA requests, maintained office flow of boardrooms during daily appointments, arranged and accepted courier pickups and drop offs and monitored main office e-mail inboxes.
- Communicated professionally with clients, colleagues and legal partnership verbally and in writing.
- Prepared legal correspondence and wrote professional letters for legal assistants and attorneys.
- Diligently edited legal correspondence for grammar and spelling.
- Screened phone calls to effectively handle less important inquiries and keep senior staff free for more important matters.
Business Support/Customer Service Lead Trainer
Sonova Canada
05.2020 - 07.2021
- Monitored day-to-day activities of Medical Device company in the Customer Service Department, noting areas needing improvement and implementing plans for rectification.
- Assisted with loan approval process and document preparation in accordance with organization policies and workflow practices.
- High volume use of SAP in account creation and management for two group companies.
- Coordinated workshops for employees to better understand company mission, streamlining daily activities and aligning worker and company priorities.
- Created and implemented new training initiatives such as online team modules, one-on-one coaching, refreshed reference documents and centralized flow of information, assuring continuous training to employees to promote long-term excellence.
- Developed and implemented updating training programs for 10+ employees in the areas of SAP, Salesforce and Sonova company products and policies.
Product Specialist - Specialty Products
Sonova Canada
11.2019 - 05.2020
- Provided daily support via phone queue and e-mail requests from customers across Canada in regards to Roger specialty product line.
- Used SAP and Salesforce to create orders, track requests and complaint processes and provide feedback to sales representatives.
- Oversaw the Evaluation for Purchase program for school boards in Canada and provided customized support to educational audiologists and hard of hearing educators for school age children.
- Researched product's technical specifications and accurately communicated information.
- Appointed by management to assist with developing standard operating procedures and best service practices for customer service representatives within the department.
Customer Service Representative
Sonova Canada
10.2016 - 11.2019
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Recommended products to customers, thoroughly explaining details.
- Answered customer telephone calls promptly to avoid on-hold wait times with an average of serving 150+ calls per day.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Processed new orders, order tracking, serial number lookup, credit and re-bill requests/corrections and configuration option information using SAP .
- Created quick reference diagrams and compatibility charts to ensure consistent flow of correct information to customers.
- Assisted with other departmental duties as required.
Education
Diploma With Distinction - Paralegal
TriOS College
Mississauga, ON02.2020
Skills
- Proactive Self-Starter
- Creative Problem Solving
- Efficient and Detail-Oriented
- Multitasking and Prioritization
- Verbal and Written Communication
- Calm and Professional Under Pressure
- Data Entry and Maintenance
- Customer Data Confidentiality
- Administrative and Office Support
- Excellent Attention to Detail
- Time Management
Certification
Licensed Paralegal - Law Society of Ontario
Notary Public in the province of Ontario
Actively working towards CIP designation
Timeline
Associate Claims Specialist
Liberty Mutual Insurance Company
06.2023 - Current
Underwriting Support Clerk-Commercial Lines
Intact Financial Corp.
07.2022 - 06.2023
Administrative Assistant
Insight Legal
02.2022 - 06.2022
Legal Assistant/Legal Receptionist
Vanular Lawyers
09.2021 - 11.2021
Legal Assistant/Junior Law Clerk
Whelton Law Professional Corporation
06.2021 - 07.2022
Business Support/Customer Service Lead Trainer
Sonova Canada
05.2020 - 07.2021
Product Specialist - Specialty Products
Sonova Canada
11.2019 - 05.2020
Customer Service Representative
Sonova Canada
10.2016 - 11.2019
Licensed Paralegal - Law Society of Ontario
Notary Public in the province of Ontario
Actively working towards CIP designation
Diploma With Distinction - Paralegal
TriOS College
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