Summary
Overview
Work History
Education
Skills
Volunteer Experience
Accomplishments
Hobbies
References
Timeline
Generic

LENA MCFAUL

Calgary,AB

Summary

Exceptional leader with insurance industry experience, the ability to learn efficiently, adapt and can manage multiple tasks, while staying organized

Overview

10
10
years of professional experience

Work History

Service Support Assistant

Aviva Insurance
07.2023 - Current
  • Ability to work within multiple systems to complete incoming tasks from brokers and affiliated partners from across Canada
  • Develop and maintain client relationship when interacting with brokers
  • Accurately triage 100+ incoming task emails from brokers to the appropriate team within SLA guidelines by starting with oldest incoming tasks
  • Determine broker request - endorsement, LOE, BOR etc and ensure it is assigned to the appropriate team
  • Daily communication with external and internal teams including underwriters, brokers and operations teams
  • Responsible for triaging tasks out of 3 queues, including a national queue


Claims Clerk / Claims Support

Crawford & Co (Canada) Inc
05.2019 - 07.2023
  • Responsible for assigning and opening new claims promptly with accurate information and obtaining missing information where required
  • Maintain claims and email volumes for seven branches
  • Provide assistance to other support, adjusters, and senior management where necessary
  • Provide direct coverage for the receptionist and responsible for the duties associated with the front desk
  • Responsible for ensuring proper filing of sensitive documents and files
  • Provide assistance with follow up for payments for Accounts Receivable
  • Process payments for invoicing and claim payments
  • Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents

Receptionist / Mail Clerk

Crawford & Co (Canada) Inc
01.2019 - 05.2019
  • Responsible for greeting visitors and directing calls to appropriate parties
  • Preparing outgoing mail for courier pickup, receiving and sorting incoming mail for filing
  • Provide customer service and address any concerns while remaining calm, sympathetic and understanding
  • Responsible for ordering supplies for the office and for those who work remotely
  • Responsible for ensuring the kitchen is stocked
  • Scheduled office meetings and client appointments for staff teams
  • Provided clerical support to company employees by copying, faxing, and filing documents
  • Provide support to the Claims Desk while they were absent by opening and assigning new claims

Front End Supervisor

Eric's No Frills
11.2014 - 01.2019
  • Responsible for counting and preparing cash float
  • Preparing deposits and loans
  • Provide customer service and address any concerns while remaining calm, sympathetic and understanding
  • Ensure that the customers needs are met and that they have an enjoyable experience
  • Responsible for all nightly duties that are required to close a cash office, including using Windows program Swedamart for paperwork

Education

Chartered Insurance Professional -

Insurance Institute of Southern
Calgary, AB

High School Diploma -

Chestermere High School
Chestermere, AB
06.2016

Skills

  • Accounts Payable and Accounts Receivable
  • Rapport-Building
  • Microsoft Office
  • Excellent Administrative Abilities
  • Records Management Systems
  • Calendar Management
  • Mail Management
  • Resourcefulness and Initiative

Volunteer Experience

Calgary Seniors Resource Society - 2016

Friendly Visiting, AB

  • Weekly visits to an at-risk senior who resides in their own homes
  • Providing companionship for the at-risk senior

Accomplishments

    ● Runner up in the Made in Alberta Awards under the Amy Willier Award for Indigenous Artisans - 2022

    ● Published work, "The Devil at Play," in an anthology, The River's Song - 2014

    ●Civic Stewardship - 2011

    ● Garrett Moore Memorial Award - 2007

Hobbies

  • Travelling and experience new cultures and countries
  • Indigenous beadwork and being creative while practicing an ancient art form my family practiced
  • The Arts - Music, art, theatre, history; all major pillars of expression of the human experience
  • Content creation - videos, photography, graphic design for my passion project/small business

References

AVAILABLE UPON REQUEST

Timeline

Service Support Assistant

Aviva Insurance
07.2023 - Current

Claims Clerk / Claims Support

Crawford & Co (Canada) Inc
05.2019 - 07.2023

Receptionist / Mail Clerk

Crawford & Co (Canada) Inc
01.2019 - 05.2019

Front End Supervisor

Eric's No Frills
11.2014 - 01.2019

Chartered Insurance Professional -

Insurance Institute of Southern

High School Diploma -

Chestermere High School

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LENA MCFAUL