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, SKNo Degree - Art Education
University of Regina
Regina, SKNo Degree - Graphic Design
Alberta College of Art And Design
Calgary, ABSkills
- 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
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