Summary
Overview
Work History
Skills
Timeline
Generic

Lisa-Marie Kurt

Waterloo,ON

Summary

Personable, friendly and solution-oriented individual with over twenty years of experience in service and support. Process-focused team player offering expertise in communication, time management and first call resolution with a passion for empowering others through learning and skill development.

Overview

22
22
years of professional experience

Work History

CDCP Consult Support Agent

Sun Life Financial
Waterloo
02.2024 - Current
  • Provided training and mentoring to new hires via one-on-one consult support.
  • Fostered skill-development while encouraging employees.
  • Identified areas of improvement in existing processes and procedures.
  • Ensured that all customer service policies were followed correctly by staff members.
  • Fielded member complaints and queries, fast-tracking for problem resolution.
  • Analyzed trends in incoming calls to identify potential problems or opportunities for improvement.
  • Upheld quality and procedural policies to increase customer satisfaction.
  • Mentored new peers on procedures, policies and call handling, to maximize team performance.

Care Consultant (Medical, Dental, Gold, CDCP)

Sun Life Financial
Waterloo
03.2023 - 02.2024
  • Developed member-specific solutions to address their individual needs and concerns.
  • Assisted with client inquiries, complaints, and requests for information regarding insurance policies.
  • Assisted with resolving complex claims or billing disputes in a timely manner.
  • Ensured compliance with company guidelines and regulatory standards when dealing with members' accounts or policies.
  • Developed strong relationships with clients by providing exceptional customer service.
  • Asked probing questions and offered solutions to resolve callers' issues.
  • Assisted claimants, providers and clients with problems or questions regarding claims.
  • Greeted members and provided prompt, courteous service accurately and efficiently.
  • Delivered excellence consistently in Call Quality assessments.

Problem Management Analyst

Rogers Communications
Kitchener, ON
05.2015 - 03.2022
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Identified needs of customers promptly and efficiently.
  • Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
  • Juggled multiple projects and tasks simultaneously to ensure high quality and timely delivery.
  • Worked in unison with business partners to accomplish goals and address issues related to products, services and internal systems.
  • Implemented unique methods and methodologies, which helped reduce and resolve issues.
  • Reviewed established procedures to assess areas in need of improvement.
  • Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.
  • Led team of support representatives within a large customer contact center.
  • Developed team support strategies and service goals for busy contact center.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Evaluated internal systems and prepared processes and training initiatives to mitigate ongoing problems.

Knowledge Management Analyst

Rogers Communications
Kitchener, ON
05.2006 - 05.2015
  • Reviewed, updated and corrected existing procedural, reference and policy materials leveraged company-wide.
  • Wrote new and previously undefined procedural, reference and policy materials to be leveraged company-wide.
  • Communicated all content in a clear, and comprehensive fashion.
  • Led focus groups with internal customers to ascertain needs and desires while developing new knowledge management tools.
  • Collaborated with cross-functional team to define features and build powerful and easy-to-use products and customer-facing workflow tools.
  • Facilitated training sessions on the use of newly deployed knowledge management tools.

Customer Service Representative

Rogers Communications
Kitchener, ON
01.2002 - 05.2006
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Developed strong customer relationships to encourage repeat business.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Upheld quality control policies and procedures to increase customer satisfaction.

Skills

  • Problem Identification & Resolution
  • Communication
  • Relationship Building
  • Training & Development
  • Analytical mindset
  • Friendly, Positive Attitude

Timeline

CDCP Consult Support Agent

Sun Life Financial
02.2024 - Current

Care Consultant (Medical, Dental, Gold, CDCP)

Sun Life Financial
03.2023 - 02.2024

Problem Management Analyst

Rogers Communications
05.2015 - 03.2022

Knowledge Management Analyst

Rogers Communications
05.2006 - 05.2015

Customer Service Representative

Rogers Communications
01.2002 - 05.2006

Similar Profiles

CREATE PROFILE
Lisa-Marie Kurt