Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Interests
Timeline
Generic

Lynnai Hicks

Team Leader
Regina,SK

Summary

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.

Languages

English

Certification

  • LEAN Greenbelt Training - 2018

Interests

  • Adventure Travel
  • Music
  • DIY and Home Improvement
  • Crafting and DIY Projects

Timeline

Team Leader

Co-operators Life Insurance Company
12.2019 - Current

Senior Billing Fulfillment Representative

Co-operators Life Insurance Company
10.2014 - 12.2019

Co-operators Life Insurance Company

No Degree - Art Education

University of Regina

No Degree - Graphic Design

Alberta College of Art And Design
Lynnai HicksTeam Leader