Lisa Christie

• Helpline Team Member: Leverage national knowledge of provincial regulations, company resources and risk guidelines for home and auto insurance. Provide leadership, encourage confident peer decision-making, and document call trends. Initiate improvement suggestions by actively liaising with other departments. Results: Build trusting client and partner relationships; achieve 100% peer feedback rating; implementation of product and process improvements.
• Senior Binding Authority: use expertise in approving advanced underwriting holds, escalating risks to Underwriting when necessary.
  Results: Consistent quality review scores of 100%.
• Project Manager: “Masterclass” (Special Project). Led a small team to create a 2-hour course targeting higher level instruction to Intermediate and Senior LIRs, which included self-assessment tools at the end of each module. Identified knowledge gaps and managed project from conception to evaluation.
  Results: Aligned with contact center top priority of enhancing training and up-skilling opportunities for senior staff.
• Subject Matter Expert: create content for monthly Grey Risk Surveys, distributed across a national call center; communicate survey results.
  Results: Consistent levels of accuracy and service achieved.

• Addressed agent inquiries on coverage, rating, underwriting guidelines, and system issues for personal and commercial auto, manually calculating rates when necessary.
• Evaluated and made risk acceptance decisions, negotiating exceptions through thorough risk reviews and client portfolio evaluations.
• Conducted 10 monthly quality reviews of trainee new business to foster new agent development.
• Identified opportunities for product or training enhancements.
• Implemented corrective measures to reduce areas of leakage and enhance company profitability.
• Maintained a high-volume workload, reviewing an average of 23 policies per day with a 99% accuracy score.
  

• Underwrote, serviced, and sold auto, home, and travel insurance policies in Western Canada using consultative selling techniques.
• Reviewed coverages, limits, and exclusions with clients to foster lasting business relationships and minimize errors.
• Cultivated trust with agencies and underwriters for swift application processing and service requests.
• Consistently met or exceeded departmental KPIs, maintaining quality call scores and client feedback above 97%.

Sports fields (2013-2015); Parks/ Special Events (2008-2015); Immediate Bookings (2005-2008)

• Coordinated facility bookings for diverse organizations and individuals to maximize community involvement and leisure opportunities.
• Managed high volumes of public inquiries, addressing availability, conflicts, and complaints promptly.
• Collaborated across civic departments, providing subject matter expertise for effective interdepartmental communication.
• Successfully negotiated a new film permitting process bridging Parks and Calgary Economic Development.
• Co-developed training material for the Immediate Bookings portfolio, revised existing training material for the Parks/ Special Events and Sports fields portfolios.
• Mentored new hires, fostering stronger team support and staff development.
• Led a comprehensive inventory clean-up of thousands of park assets, enhancing booking efficiency and customer service.