Dynamic team leader with a proven track record at Co-operators Life Insurance Company, excelling in performance improvement and relationship building. Successfully mentored junior staff, streamlined workflows, and enhanced team productivity, fostering a collaborative environment. Skilled in analytical thinking and change management, driving efficiency and achieving organizational goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Team Leader
Co-operators Life Insurance Company
12.2019 - Current
Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Established open and professional relationships with team members to achieve quick resolutions for various issues.
Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Assisted in recruitment to build team of top performers.
Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
Coordinated cross-departmental meetings to streamline project execution, fostering collaborative work environment.
Developed and executed training tools and productivity measures that significantly improved team skills and morale.
Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
Helped meet changing demands by recommending improvements to department processes and procedures, some improvements benefited across multiple teams in the organization.
Built and maintained strong interpersonal relationships, leading to collaboration, efficiencies and strengthening the internal network my team serves.
Senior Billing Fulfillment Representative
Co-operators Life Insurance Company
10.2014 - 12.2019
Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
Responded to customer questions via telephone and written correspondence regarding Life Insurance billing inquiries, processes, exception handling, escalations, and any/all billing functions.
Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
Streamlined internal processes for improved efficiency, reducing overall costs for the organization.
Collaborated with internal teams to achieve innovation results and efficiencies.
Updated job knowledge by participating in educational opportunities (LOMA), reading professional publications, and maintaining personal networks.
Fostered strong relationships with peers within the Life Company, promoting promoting communication, collaboration and accountability.
Streamlined team processes for handling daily tasks, tracking, staff development, onboarding, reporting and training.
Evaluated staff performance and provided coaching to address inefficiencies.
Education
Co-operators Life Insurance Company
Regina, SK
No Degree - Art Education
University of Regina
Regina, SK
No Degree - Graphic Design
Alberta College of Art And Design
Calgary, AB
Skills
Teamwork and collaboration
Problem-solving
Work Planning and Prioritization
Coaching and mentoring
Documentation and reporting
Performance improvement
Complex Problem-solving
Analytical thinking
Relationship building
Change management
Idea development and brainstorming
Team leadership
Accomplishments
Achieved organizational efficiencies by introducing an internal Online Banking Transfer spreadsheet for identifying misapplied money received through 4 lines of business.
Achieved organizational efficiencies by introducing an internal Lost Cheques Hub spreadsheet for identifying misdirected cheques received in the Billing Service Center.
Facilitated the upgrade to our PAD return payments process which was a large undertaking and changing applications impacting Life Premiums and Contributions - launched September, 2023.