Lucille Mann
Winnipeg,Manitoba
Summary
Dynamic and personable Customer Service Professional with extensive experience delivering exceptional service to diverse clientele. Recognized for outstanding communication and interpersonal skills, fostering positive relationships across various cultural backgrounds. Proven ability to thrive in fast-paced environments while maintaining high-quality standards, complemented by strong organizational skills and a detail-oriented approach. Committed to teamwork and flexibility, ensuring readiness for varied shift requirements to meet organizational needs.
Overview
12
12
years of professional experience
Work History
Broker Billing Specialist
Wawanesa Mutual Insurance
11.2020 - Current
- Processed high-volume billing inquiries with accuracy and attention to detail.
- Educated brokers and underwriters on billing inquiry processes.
- Developed and maintained strong broker relationships to enhance customer satisfaction and retention.
- Provided exceptional customer service, addressing any concerns or questions from clients promptly and professionally.
- Responded via telephone and email to assist brokers with resolving broker inquiries.
- Completed training to produce daily call queue results on team performance.
Customer Service and Quality Assurance Agent
UDS Health Limited
10.2019 - 09.2020
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Reviewed calls, emails and chats for compliance with established industry standards, company policies, and processes.
- Enhanced customer satisfaction by promptly addressing complaints and providing effective solutions.
Customer Service/Underwriter
Cross Canada Financial Inc
08.2016 - 09.2019
- Process and underwrote loans that fit within the company guidelines.
- Providing assistance through calls or chat with application or payment processing.
- As Payments Officer, contacting customers and following collection activity for UK standards.
Inbound Customer Service Agent
InTouch
06.2014 - 07.2016
- Answered customer inquiries and placed orders as needed or redirected to other departments if required.
- Supervised Inbound Agents as an Outbound Supervisor.
- Working on National Brand as a CSA dealing with inbound, outbound, email communications with empathy while maintaining professional quality as required.
Education
No Degree - Chartered Insurance Professional
Insurance Institute of Canada
Winnipeg, MB06.2007
High School Diploma -
Aboriginal Community Campus
Winnipeg, MB02.2007
Skills
- Customer service
- Insurance understanding
- Workplace training to produce daily call statistics
- Coaching and mentoring of new team members
- Team collaboration
- Relationship building
Personal Information
Title: Broker Billing Specialist
Languages
English
Professional Working
Timeline
Broker Billing Specialist
Wawanesa Mutual Insurance
11.2020 - Current
Customer Service and Quality Assurance Agent
UDS Health Limited
10.2019 - 09.2020
Customer Service/Underwriter
Cross Canada Financial Inc
08.2016 - 09.2019
Inbound Customer Service Agent
InTouch
06.2014 - 07.2016
No Degree - Chartered Insurance Professional
Insurance Institute of Canada
High School Diploma -
Aboriginal Community Campus