Miranda Degraaf
London,ON
Summary
Hardworking professional bringing over 10 years of experience meeting customer needs via telecommuting roles. Skilled at listening to clients, meeting productivity targets and maintaining current knowledge of company offerings. Motivated to learn, grow and excel in a new environment.
Overview
13
13
years of professional experience
Work History
Inbound Insurance Analyst
Allstate
01.2020 - Current
- Greeted customers as point of contact for inbound calls.
- Hybrid role consisting of 3 days remote work taking Inbound calls, 2 days in office meeting clients face to face.
- Verified client information by analyzing existing evidence on file.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Processed inbound calls quickly while maintaining rapport with clients.
- Managed high-volume inbound calls, maintaining professionalism under pressure.
- Effectively communicated complex policy information to clients, promoting understanding and confidence in coverage decisions.
- Provided exceptional customer service by promptly addressing inquiries, concerns, and requests related to policy changes.
- Improved client satisfaction by accurately assessing their insurance needs and providing tailored policy recommendations.
- Maintained detailed records of client interactions using CRM software systems for easy reference and future followups.
- Posted payments to accounts and maintained records.
- Carried out administrative tasks by communicating with clients, distributing mail, and scanning documents.
- Interacted with clients and employees, which helped cultivate positive working relationships.
Inbound Insurance Analyst
TD Meloche Monnex
01.2016 - 11.2020
- Greeted customers as point of contact for inbound calls.
- Managed a portfolio of complex accounts, ensuring timely renewals and adherence to regulatory requirements.
- Collaborated with claims adjusters to investigate and resolve disputed claims effectively, promoting client retention.
- Maintained strict confidentiality with all personal data as per company guidelines.
- Processed and recorded new policies and claims.
- Calculated adjustments, premiums and refunds.
- Modified, updated and processed existing policies.
- Improved client satisfaction by accurately assessing their insurance needs and providing tailored policy recommendations.
- Provided training and mentorship to junior analysts, fostering a supportive team environment focused on growth and learning, specifically regarding compliance.
Professional Lender (Outbound Sales)
TD Bank
07.2011 - 01.2016
- Assisted in developing new loan products, expanding offerings to better serve a diverse clientele.
- Exceeded sales quotas consistently through effective lead generation and persuasive communication skills, winning two annual incentive trips and multiple quarterly recognition lunches
- Maintained strong relationships with clients, providing personalized service and financial advice to meet their needs.
- Contributed positively to overall team success through consistent achievement of individual performance targets.
- Exceeded sales quotas consistently through effective lead generation and persuasive communication skills.
- Achieved top performer status within the call center multiple times due to consistent results-driven performance.
- Optimized calling scripts to enhance effectiveness, leading to higher conversion rates from prospects to customers.
- Utilized time management skills to maximize productivity, consistently achieving high call volume goals without sacrificing quality of service.
- Represented company professionally in situations, working through challenging phone calls and cultivating positive interactions by remaining calm and poised.
Education
No Degree - 911 Communications
Fanshawe College of Applied Arts And Technology
London, ON04.2021
Associate of Applied Science - Nutritional Science
Fanshawe College of Applied Arts And Technology
London, ON04.2011
Skills
- Customer Service
- Problem-solving skills
- Time Management
- Policy analysis
- Portfolio Management
- Listening Skills
- Multi-tasking strength
- Problem-Solving
- Excellent people skills
- Goal-Oriented
- Customer Relationship Building
- Inbound sales
Accomplishments
- Annual League of Excellence Recipient - 2013 Las Vegas
(TD Bank)
- Annual League of Excellence Recipient - 2015 Riviera Maya, Mexico
(TD Bank)
- 8 time Quarterly League of Excellence Recipient - 2011-2016
Languages
English
Native or Bilingual
Timeline
Inbound Insurance Analyst
Allstate
01.2020 - Current
Inbound Insurance Analyst
TD Meloche Monnex
01.2016 - 11.2020
Professional Lender (Outbound Sales)
TD Bank
07.2011 - 01.2016
No Degree - 911 Communications
Fanshawe College of Applied Arts And Technology
Associate of Applied Science - Nutritional Science
Fanshawe College of Applied Arts And Technology