Leeann Darke
Elora,ON
Summary
I am a Technical professional with a strong background in Operations. I currently foster team collaboration to drive results, and adapt quickly to changing needs and serve as a change champion. I am skilled in troubleshooting, process optimization, and resource management in multiple disciplines. I have a unique back ground of being and sales associate for persona lines, underwriting and strong technical experience for Accident Benefits and Bodily Injury . I am accountable, dynamic and look for alternative way when collaborating with others to drive process improvements while achieving the ultimate goal of meeting our financial targets while focusing on engaging a capable and strong workforce.
Overview
28
28
years of professional experience
Work History
Technical Supervisor - Bodily Injury
The Co-operators General Insurance
06.2023 - Current
- Led team in executing operational strategies, enhancing workflow efficiency & supported with Technical Experience/coaching on various risks.
- Mentored junior staff, fostering skill development and knowledge transfer.
- Ensured compliance through regular Quality Management and utilization of the monitoring tool.
- Promoted a positive work environment by fostering open communication channels between team members and encouraging professional growth opportunities.
- Shrunk knowledge gaps with ongoing training and close employee mentoring for new and less experienced team members.
Supervisor – Bodily Injury Operations
The Co-operators General Insurance
11.2021 - 06.2023
- Responsible for human resource activities for direct reports including setting performance objectives, performance management, reward/recognition, and career development in partnership with staff.
- Formulates and manages workflows, productivity, operational standards, and processes for the claim’s unit, ensuring adherence to claims practices and procedures. Develop and implement unit plans, goals, budgets, priorities, and schedules in accordance with National Standards/Legislation/Company Guidelines. Monitor, analyze and report on unit results.
- Commit to coaching and inspiring staff to grow in their position, develop their skills and future potential. Responsible to ensure that development plans, coaching and mentoring are an integral part of the claim’s unit. In conjunction with technical peers, responsible to ensure the coaching and development front line claims staff. Develop and maintain a succession plan for the unit.
- Provide leadership to the unit to manage change effectively and ensure a positive and supportive and professional work environment.
- Educating and bringing awareness to our Reconciliation & IDEA Strategies by demonstrating my own commitments to change, sharing experiences and cultivating open honest conversations to enable a stronger cultural competence of our workforce and increase psychological safety for my team.
- Monitored workflow efficiency, identifying areas for process optimization and implementing effective solutions.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
Unit Specialist, AB
The Co-operators General Insurance
03.2020 - 11.2021
- Responsible for the training, support, coaching and development of Claims Representatives on technical and client service issues.
- Work closely with a team of Claims Supervisors and National Specialists to ensure goal achievement, client service and staff development.
- Complete Quality Management Reviews and provide on-going and timely feedback and recognition of claims representatives on overall file handling ability, client service skills and other core competencies for the purpose of performance reviews and staff development.
- Participate with Supervisor in developing performance statistics and setting performance objectives for the unit and individuals within the unit.
Claims Representative AB I, II III
The Co-operators General Insurance
02.2007 - 03.2020
- Investigate, interpret, and negotiate coverage under legislative timeframes in an efficient and organized manner on complex claims.
- Work effectively as part of a team while providing a mature, positive leadership model to support the work environment in a professional manner.
- Provide superior customer service in all claims handled and adhere to claims service standards, eliminating points of pain for our clients.
- Maintain relationships with internal and external partners and continue to support our Preferred Network Providers.
- Develop sound, fair settlements using structured settlements on highly complex and financial exposure claims
Underwriter
National Underwriting Resource Centre / The Co-operators
11.2001 - 02.2007
- Accept, decline or modify risks as appropriate.
- Coach agencies, district, claims and personal lines staff on product, unusual risk selection, policy interpretation and customer complaints.
- Strong decision-making skills and ability to exercise sound judgment.
- Analyze and compile monthly call volume statistics using Excel
Sales Associate / The Co-operators Linda Hornyak & Associates Ltd.
04.1997 - 11.2001
- Sell, service and maintain Auto, Home, Travel and Health insurance products.
- Maintain front line underwriting to achieve profitable business portfolio.
- Coach/train fellow sales associates and act as senior support within the district and in agency.
- Provide superior customer service.
Education
Skills
- 28 Years related insurance experience
- Confident in making sound decisions regarding complex claims, litigation management, policy interpretation, policy violations, quantum, assessment, negotiation, and settlement of claims in accordance with National Best Practices/Standards/Legislation/Company Guidelines
- Experienced in problem solving, coaching and Situational Leadership
- Winner of Service Excellence – nominations for BRAVO
- Strong investigation, communication, and negotiation skills
- Knowledge of The Co-operators systems with proficiency in MicroStrategy
Timeline
Technical Supervisor - Bodily Injury
The Co-operators General Insurance
06.2023 - Current
Supervisor – Bodily Injury Operations
The Co-operators General Insurance
11.2021 - 06.2023
Unit Specialist, AB
The Co-operators General Insurance
03.2020 - 11.2021
Claims Representative AB I, II III
The Co-operators General Insurance
02.2007 - 03.2020
Underwriter
National Underwriting Resource Centre / The Co-operators
11.2001 - 02.2007
Sales Associate / The Co-operators Linda Hornyak & Associates Ltd.
04.1997 - 11.2001
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