Lisa Marie Cowell
Scarborough,ON
Summary
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively. I believe in being knowledgeable and a dedicated customer service professional with extensive experience in helping others. I am a solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients, as well as being motivated to maintain customer satisfaction and contribute to company success.
Overview
22
22
years of professional experience
Work History
Licensed Insurance Agent
Optima Communications International Inc
08.2022 - 03.2024
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Leveraged knowledge of company insurance products and services to advise customers on appropriate choices.
- Improved client satisfaction by providing tailored insurance solutions and exceptional customer service.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Delivered outstanding first-contact resolution rates when assisting clients with inquiries about premiums or billing issues.
Licensed Insurance Agent
Neilson Financial Services
01.2022 - 02.2022
- Calculated quotes and educated potential clients on insurance options.
- Recommended type and amount of coverage based on analysis of customers' circumstances using persuasive sales techniques.
- Established trust with clients through transparent communication regarding policy costs, coverages, exclusions, limitations, endorsements or riders available upon request.
- Educated clients on insurance policies and procedures.
- Promoted products and services using upselling and other sales strategies.
Outbound Team Manager
Viva Group
09.2016 - 12.2017
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Managed teams between 15 - 100 employees
- Monitored call quality and ensured proper protocols and company policies were consistently met
- Created scripts that increased company productivity
- Handled escalated customer dissatisfaction with positive outcomes
- Reviewed resumes, conducted interviews, and managed hiring and releasing from the company
Call Center Manager
Opal Online Services
09.2002 - 04.2006
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Established a positive workplace culture that promoted enthusiasm, dedication, and commitment among call center staff members.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Led daily team meetings to review performance, set targets and motivate staff.
- Created a supportive work environment that encouraged open communication, fostering a strong sense of teamwork among agents.
- Developed quality employees within call center to take over leadership positions.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
Education
No Degree - LLQP
Durham College
Oshawa, ON06.2021
No Degree - Addictions And Community Services Worker
Everest College
Scarborough11.2012
GED -
Toronto Board of Education
11.1997
Skills
- Call center experience
- Feedback collection
- Customer Service and Relations
- Sales and Insurance Advising
- Team Management and Leadership
- Communication and Interpersonal Skills
- Data Entry and Administrative Skills
- Conflict Resolution w/Analytical Thinking
- Inbound/Outbound calling, assessment of customer needs
- Accurately obtained and updated client information with professionalism and integrity
- Advised based on need and
- Successfully input data and maintained highly successful interactions with customers
Languages
English
Native or Bilingual
Timeline
Licensed Insurance Agent
Optima Communications International Inc
08.2022 - 03.2024
Licensed Insurance Agent
Neilson Financial Services
01.2022 - 02.2022
Outbound Team Manager
Viva Group
09.2016 - 12.2017
Call Center Manager
Opal Online Services
09.2002 - 04.2006
No Degree - LLQP
Durham College
No Degree - Addictions And Community Services Worker
Everest College
GED -
Toronto Board of Education
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