Summary
Overview
Work History
Education
Languages
Timeline
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Krystina Clarke

Montreal

Summary

I began working for Standard Life in 2007 as a bilingual customer service professional. I then was recruited to the escalation team team. 2 years later I was recruited as a coach for the call center for both Life insurance products and investment products. In 2015, Standard Life was purchased by Manulife. I continued to be a trainer until I was asked to join the not in good order team as a senior case coordinator.

Overview

2026
2026
years of professional experience

Work History

Senior Case Coordinator

Manulife
12.2021 - 08.2025
  • Managed not in good order case loads, (French and English) prioritizing tasks to meet client and distributor expectations effectively.
  • Reviewed documentation received to establish what was not in good order.
  • Navigated complex insurance policies on behalf of clients and distributors, guiding them through coverage details and options for what was required to complete client requests.
  • Mentored junior care coordinators, promoting professional growth among team members.
  • Established and maintained effective communication with partners withing the organization, distributors and clients to insure that client requests were effectively and quickly taken care of.
  • Responsible for workflow.
  • Developed training material for existing and new employees for life insurance products and procedures.
  • Provided training (French and English) for new team members as well as other teams for procedures and life insurance products.
  • Translation for materials from English to French.
  • Quality control/review for members within the team followed by coaching.
  • Provided feedback from the team and suggested areas for process improvements.
  • Handled escalation.


Trainer

Manulife
2013 - 12.2021
  • Developed and delivered training programs for diverse audiences, enhancing knowledge retention and application.
  • Assessed training needs through participant feedback and performance evaluations to optimize curriculum effectiveness.
  • Facilitated workshops using interactive methods to engage participants and promote active learning experiences.
  • Collaborated with subject matter experts to create relevant training materials aligned with organizational goals.
  • Mentored new trainers on best practices in instructional design and delivery techniques for enhanced outcomes.
  • Mentored new hires, resulting in stronger staff development and increased productivity.
  • Provided one-on-one mentoring to help individuals reach their full potential within the organization.
  • Coached employees on best practices, providing constructive feedback to support their professional growth.
  • Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
  • Delivered dynamic presentations to facilitate learning and retention among diverse audiences.
  • Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
  • Facilitated virtual, in-person and blended learning sessions.
  • Designed and delivered web-based, self-directed learning materials.

Customer Service Representative

Manulife
04.2007 - 2012
  • Assisted customers with inquiries, providing accurate information and solutions.
  • Resolved customer complaints efficiently, enhancing satisfaction and loyalty.
  • Processed orders and returns promptly, ensuring timely fulfillment.
  • Maintained detailed records of customer interactions for quality assurance.
  • Collaborated with team members to streamline service processes and improve response times.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Promptly responded to inquiries and requests from prospective customers.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.

Education

Bachelor of Science - Psychology

Sarah Lawrence
US
06-1992

Languages

English
Full Professional
French
Full Professional

Timeline

Senior Case Coordinator

Manulife
12.2021 - 08.2025

Customer Service Representative

Manulife
04.2007 - 2012

Trainer

Manulife
2013 - 12.2021

Bachelor of Science - Psychology

Sarah Lawrence

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Krystina Clarke