Michelle Ingram
Calgary
Summary
Accomplished and energetic Leader with a solid history of achievement (26 years) in insurance. Motivated leader with strong organizational and prioritization abilities. Areas of expertise include training and mentoring, leadership skills, customer service, and retention.
Overview
27
27
years of professional experience
Work History
Customer Experience Leader
BrokerLink Insurance
11.2021 - Current
- Collaborate with other teams to enhance customer satisfaction and streamline service delivery processes.
- Monitor key performance indicators to monitor service quality and drive operational excellence.
- Reviewed customer feedback systems, driving actionable insights for service improvements.
- Monitor phone queue to ensure our customers are being helped in a timely fashion
- Trained and mentored staff on best practices, fostering a culture of continuous improvement in customer interactions.
- Successfully developed several members of my team into other roles within BrokerLink
Technical Trainer
Brokerlink Insurance
01.2021 - 11.2021
- Provide hands on training to new staff and existing staff
- Evaluate individual(s) skill set and work performance and provide feedback
- Create reference material to assist staff with product knowledge
- Develop new and existing training material
- Create training schedules and organize mentors for new hires
- Complete phone call audits/call reviews
Insurance Advisor
Brokerlink Insurance
10.2006 - 01.2021
- Service on-going client needs, counsel on insurance matters & recommend products and coverage's to clients.
- Answer customer inquiries & review renewals
- Sell new policies/write new business to existing or new clients
- Retain existing clients through completing renewal reviews - Contact Underwriters and Adjusters to discuss guidelines and policies/coverage
- Complete applications for clients, issue insurance certificates, process changes
- Participate in training programs
- Train new staff on our procedures and systems
Account Manager
Trilagy Insurance
04.1999 - 10.2006
- Service on-going client needs, counsel on insurance matters and recommend products and coverage's to clients
- Answer customer inquires and review renewals
- Sell new policies/write new business to existing or new clients
- Retain existing clients through completing renewal reviews - Contact Underwriters and Adjusters to discuss guidelines and policies/coverage
- Complete applications for clients, issue insurance certificates, process changes
- Social Club Coordinator - 2000 - 2006
Education
CAIB designation -
05.2012
Office Administration - undefined
SAIT
Calgary, AB01.1999
High School - undefined
Abbotsford Senior Secondary School
Abbotsford, BC01.1989
Skills
- Service excellence
- Good understanding of Microsoft Office
- Well organized
- Can process efficiently
- Quick learner
- Accomplished Trainer & Leader
Timeline
Customer Experience Leader
BrokerLink Insurance
11.2021 - Current
Technical Trainer
Brokerlink Insurance
01.2021 - 11.2021
Insurance Advisor
Brokerlink Insurance
10.2006 - 01.2021
Account Manager
Trilagy Insurance
04.1999 - 10.2006
Office Administration - undefined
SAIT
High School - undefined
Abbotsford Senior Secondary School