La-Raeb Baloch
Brampton,ON
Summary
Highly experienced client needs professional skilled in risk management strategies, problem solving, conflict resolution, and maintaining industry standards through continual learning and development.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Insurance Agent
Square One Insurance
05.2024 - Current
- Quick to adjust to sudden changes in workflow, customer behavior, or service protocols, ensuring uninterrupted support and delivery to clients.
- Awarded number 2 in company social/google reviews program in the company.
- Maintains clear, empathetic, and solution-oriented communication during challenging interactions while handling a high volume of inbound calls in a prompt manner.
- Collaborate effectively with peers and supervisors to troubleshoot real-time problems in high-stress situations with clients, systems, quotes and claims.
Account Manager
RDA Insurance
01.2022 - 05.2024
- Managed a portfolio of high-value accounts under tight deadlines and daily shifting priorities, consistently exceeding retention and upsell targets.
- Juggled multiple accounts, contract renewals, and client initiatives simultaneously without compromising service quality or accuracy.
- Consistently meets performance targets, including call handling time, first-call resolution, and customer satisfaction, even during peak demand periods.
- De-escalating difficult situations by resolving complex customer issues calmly under tight deadlines.
- Collaborating with various departments within the company, such as marketing, claims and sales, to develop strategies to help achieve community goals.
- Identifying business opportunities by researching potential markets and implement strategies to monitor progress via calls, emails, and in person to achieve company profitability.
- Analyzing the market through research within the industry trends and conditions to identify opportunities for growth.
Business Development Manager
Allstate Canada
10.2020 - 01.2022
- Delivered top-tier results while balancing competing client demands, urgent escalations, and strategic deliverables in deadline-driven settings.
- Maintained clear, proactive communication with stakeholders at all levels, ensuring alignment and transparency during high-pressure campaigns and service disruptions.
- Maintaining accurate records of client interactions, proposals, contracts, and other compliant information including claims FNOL (first notice of loss) for adjusters.
- Attended various charity events and trade shows/ networking events, while raising company profile within the industry.
Account Executive
Desjardins
08.2017 - 06.2020
- Resolved complex client concerns—ranging from denied claims to premium hikes—with professionalism, ensuring satisfaction and long-term retention.
- Recognized for resilience and professionalism in managing difficult conversations and high-stress client interactions with empathy and precision.
- Meeting and exceeding sales and service targets by 300% by networking with automotive dealerships, finance managers, stakeholders and community personnel over $1.8 million written premium in less than one year.
- Providing education on products by understanding client needs to ensure that their company is delivering the products or services that meet those needs for home/vehicle, life, disability insurance.
- Improved overall team productivity by implementing best practices in organization and time management.
Associate Insurance Advisor
The Co-operators
11.2015 - 08.2017
- Maintained professionalism and composure while assisting distressed clients facing accidents, health emergencies, or financial hardships, including death of family members and issuing life insurance settlements.
- Communicated complex insurance information clearly to clients experiencing anxiety or confusion about policy terms and coverage in charged circumstances.
- Multitasked with various CRM systems including ECM 360, Guidewire PolicyCenter and BillingCenter, created and followed up with cases, leads, and managed all client relations.
- Mentored junior advisors on best practices for sales techniques, industry knowledge, and relationship building strategies.
Analyst
TD
01.2014 - 10.2015
- Handled a high volume (50+ daily) inbound calls from policyholders, brokers, and third parties regarding complex insurance inquiries, claims, and policy adjustments, often in time-sensitive or emotionally charged situations.
- Recipient as winner of the retention campaign by maintaining a profitable book of business.
- Retained highest number of frustrated callers, using empathy, active listening, and deep product knowledge to build trust and resolve concerns efficiently.
- Developed recommendations to improve business operations, reduce risk, and increase profitability on the first dialer team project at TD to make outbound calls.
- Creating reports that summarize their findings and recommendations, which are then presented to management and other stakeholders as an SME and new hire training specialist.
- Identifying customer needs by asking open ended questions, listening to customer concerns, and recommending appropriate products or services.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Processing financial transactions ensuring compliance with all regulatory requirements, such as anti-money laundering laws and regulations.
Education
YORK UNIVERSITY
Toronto, ON09.2012
Skills
- Active listening through empathy
- Conflict resolution prioritizing problem solving
- Professionalism and ethics applied in every interaction
- Effective communication with customers, colleagues and the community through industry regulations
- Time management including excellent multitasking abilities
- Risk assessment and mitigation
- Technical aptitude with different database and management systems (CRM)
- High stress tolerance when handling high call volumes
- Record maintenance focusing on quality control
- Self motivated and encourage relationship building
Languages
English
Full Professional
Punjabi
Limited Working
Urdu
Professional Working
Certification
- LLQP License - 2017
- RIBO License - 2014
Timeline
Insurance Agent
Square One Insurance
05.2024 - Current
Account Manager
RDA Insurance
01.2022 - 05.2024
Business Development Manager
Allstate Canada
10.2020 - 01.2022
Account Executive
Desjardins
08.2017 - 06.2020
Associate Insurance Advisor
The Co-operators
11.2015 - 08.2017
Analyst
TD
01.2014 - 10.2015
YORK UNIVERSITY
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