Lisa Johnson
Stettler,AB
Summary
Dynamic trainer with a proven track record at Westland Insurance Group, enhancing employee performance through expertly designed e-learning programs and effective organizational development. Leveraged facilitation techniques and attention to detail to exceed business objectives, achieving significant growth in client retention and revenue. Skilled in adult learning theory and soft skills training, consistently advancing team capabilities and service excellence.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Learning & Development Advisor
Westland Insurance Group
04.2023 - Current
- Evaluated training program effectiveness, adjusting content as needed to maximize learning outcomes.
- Improved employee satisfaction and morale by providing tailored professional development opportunities.
- Aligned training programs with organizational goals, ensuring that learning initiatives directly supported overarching business objectives.
- Implemented competency-based assessments to track skill development progress and measure the overall success of learning initiatives.
- Provided coaching and mentoring to employees.
- Designed and delivered web-based, self-directed learning materials.
- Trained 50 new personnel hired to fulfill advisor roles.
Commercial Insurance Advisor
Westland Insurance Group
01.2021 - 04.2023
- Improved client satisfaction by providing comprehensive commercial insurance solutions tailored to individual business needs.
- Developed long-term relationships with clients by offering personalized service and expert advice on risk management strategies.
- Increased revenue growth through successful acquisition of new clients and retention of existing ones.
- Enhanced client understanding of complex insurance policies, explaining intricacies in clear and concise terms.
- Negotiated competitive rates with carriers for optimal policy coverage, benefiting both clients and company.
- Provided exceptional customer service, resolving any issues or concerns promptly and professionally.
- Monitored policy renewals closely, engaging in proactive discussions with clients about any necessary adjustments or updates to their coverage plans.
- Continuously sought opportunities for personal growth through relevant training programs and certifications, enhancing skills as a Commercial Insurance Advisor substantially over time.
Branch Manager
Westland Insurance Group
07.2018 - 01.2021
- Continuously monitored branch performance against key performance indicators, taking corrective actions as needed to ensure objectives were met or exceeded.
- Maintained friendly and professional customer interactions.
- Oversaw daily operations for a branch of 10 advisors, streamlined efficiency, ensuring timely execution of tasks and optimal resource allocation.
- Evaluated employee performance regularly through appraisals and feedback sessions to facilitate continuous development of skills and knowledge base within the team.
- Strengthened relationships with key clients, securing long-term partnerships and driving revenue growth.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Enhanced branch production rates by handling staff conflicts, evaluations, hiring, and termination processes and coaching employees on company protocol.
Commercial Insurance Advisor
Westland Insurance Group
04.2002 - 07.2018
- Improved client satisfaction by providing comprehensive commercial insurance solutions tailored to individual business needs.
- Developed long-term relationships with clients by offering personalized service and expert advice on risk management strategies.
- Increased revenue growth through successful acquisition of new clients and retention of existing ones.
- Analyzed risk factors to recommend appropriate coverage levels.
- Collected premiums on or before effective date of coverage.
- Conducted annual reviews of existing policies to update information.
- Educated clients on insurance policies and procedures.
- Provided advice, answered queries and escalated complaints to management.
- Received inbound phone calls and electronic quote submissions.
- Reviewed, shopped and processed renewals.
- Explained detailed policy concepts in easy-to-understand terms.
- Maintained detailed records of client interactions, ensuring easy access to vital information for future reference or updates.
Insurance Advisor
Casey Insurance
01.2000 - 08.2001
- Maintained accurate records of client interactions, ensuring seamless service delivery during policy reviews or renewals.
- Increased client satisfaction by providing personalized insurance advice and recommending suitable policies.
- Explained features, advantages and disadvantages of various policies to promote insurance sales.
- Established long-lasting relationships with clients through proactive communication and exceptional service.
- Provided quotes and promoted products for building, contents and vehicle insurance.
- Enhanced customer trust by addressing concerns and explaining complex policy details in understandable terms.
Education
No Degree - Insurance And Risk Management
Grant MacEwan University
Edmonton, AB04.1999
Skills
- Organizational Development
- E-Learning Design
- Facilitation Techniques
- Attention to Detail
- Resource Coordination
- Project Implementation
- Employee Performance Reviews
- Materials Preparation
- Data organization
- Adult Learning Theory
- Soft skills training
- Learning Management Systems
- Training material development
Languages
English
Native or Bilingual
French
Elementary
Certification
CAIB Designation - May 2006
CIP Designation - October 2006
Currently working on my Masters Certificate in Workplace Performance and Learning through Schulich School of Business
Timeline
Learning & Development Advisor
Westland Insurance Group
04.2023 - Current
Commercial Insurance Advisor
Westland Insurance Group
01.2021 - 04.2023
Branch Manager
Westland Insurance Group
07.2018 - 01.2021
Commercial Insurance Advisor
Westland Insurance Group
04.2002 - 07.2018
Insurance Advisor
Casey Insurance
01.2000 - 08.2001
No Degree - Insurance And Risk Management
Grant MacEwan University
Similar Profiles
Jason WatsonJason Watson
Digital Sales Advisor at Westland Insurance Group (Sears Insurance)Digital Sales Advisor at Westland Insurance Group (Sears Insurance)
Kelly CraigKelly Craig
Branch Manager at Westland Insurance Group INCBranch Manager at Westland Insurance Group INC
ANGEL HARVEYANGEL HARVEY
Senior Insurance Advisor at Westland Insurance GroupSenior Insurance Advisor at Westland Insurance Group
Jiya KathuriaJiya Kathuria
Insurance Administrator at Westland Insurance GroupInsurance Administrator at Westland Insurance Group
Kaela MorrisonKaela Morrison
Administrator at SecureAdministrator at Secure