Mirna Medan
Kitchener,Canada
Summary
Demonstrates strong interpersonal communication and problem-solving skills, effectively managing customer inquiries and resolving issues with empathy. Recognizes the importance of collaboration in achieving team success and enhancing client satisfaction.
Overview
20
20
years of professional experience
Work History
Representative, Physical Damage
Definity Insurance
Waterloo, Ontario
03.2026 - Current
- Managed customer inquiries and resolved issues to enhance customer satisfaction.
- Resolved customer complaints in a professional manner while remaining empathetic to their concerns.
- Displayed strong telephone etiquette, successfully de-escalating difficult calls to maintain client trust.
- Demonstrated strong problem solving skills when faced with challenging situations or complex inquiries from customers.
- Answered phone calls and directed them to appropriate personnel to ensure timely issue resolution.
- Escalated unresolved issues to appropriate departments for further investigation.
Analyst Claims Support – Auto Appraisal
Definity Insurance
01.2020 - Current
- Monitor and implement workflows for existing Appraisal/Salvage processes and coordinate implementation, ensuring all process documentation is updated
- Led appraisal/salvage presentations for National offices in collaboration with Training Unit, enhancing understanding of processes
- Delivered ongoing training and support to team, addressing daily business issues to ensure operational effectiveness
- Review and handle appraisal errors and escalations in a timely manner
- Participate in pilot projects to test and enhance current and future processes
- Manage/maintain external Vendor access requests for APD line
- Provide extensive weekly and monthly reporting of Appraisal Service Levels line to Managers, VP’s
- Conducted monthly staff performance audits, identifying areas for improvement and ensuring adherence to service standards
- Continuously communicate and collaborate with the Auto business line to ensure service standards are met
- Act as a subject matter expert making recommendations for systems and process changes
- Provide support, as required, to projects and strategic initiatives
- Formerly Economical Insurance
Claims Assistant – Head Office Claims
Economical Insurance
02.2016 - 01.2020
- Monitor, maintain and distribute daily Claims Graphs, Daily Incurred, and Large Loss reports on behalf of VP of Claims. Ensure all captured claims are accurate
- Produced and prepared comprehensive reports and presentations for all areas of the claims function, addressing specific requests from VP of Claims
- Compiled and distributed customer survey satisfaction statistics nationally on a monthly and quarterly basis to inform management decisions
- Process vendor invoices, resolve issues related to billing and invoice discrepancies - review and verify accuracy of billing and supporting documentation as required
- Maintained Certified Economical Repair Facility Program, ensuring accurate and up-to-date information for all CERF vendors across multiple systems
- Communicate with CERF vendors daily - maintain positive relations, answer inquiries, and solve problems in a timely manner
- Provide coverage for other head office claims functions: weekly payment invoicing, Special Investigations Unit tracking and allocating of claims, customer survey satisfaction tracking and addressing customer concerns, ULR tracking, Accident Benefits S50 letters tracking, month end/quarterly reporting procedures, receiving reviewing and distributing Statement of Claims on behalf of Economical
Dietary Aide
The Village of Winston Park
08.2006 - 01.2019
- Delivered attentive care and support to retirement and long-term care residents, fostering a positive dining experience.
- Strictly follow and abide by safe food-handling procedures as well as health and safety guidelines
- Contributed to creation and revision of daily routines and food production menus to enhance meal service.
- Interact with residents and family members on a daily basis, enhancing both communication and customer service skills
- Employ conflict resolution strategies when dealing with co-workers as well as residents
- Coordinated catering services for events, ensuring smooth execution of birthday parties, holiday celebrations, family gatherings, and board meetings.
- Actively contribute to training new hires
Underwriting Technician- Personal Lines
Economical Insurance
05.2014 - 02.2016
- Underwrote and processed renewals and policy endorsements to ensure timely coverage for clients
- Assessed, accepted, and declined moderate to complex policy endorsements within assigned authority level, facilitating informed decision-making
- Conducted thorough property home inspections to assess risk factors and coverage needs.
- Developed and maintained positive broker relations, addressing inquiries to enhance collaboration and service quality
- Communicated to brokers via email and telephone concerning inconsistencies with requests received
- Contributed to weekly stand-up and monthly department meetings to discuss progress and challenges.
Education
Chartered Insurance Professional Designation (CIP) -
10-2020
General Bachelor of Arts -
Wilfrid Laurier University
Waterloo, Ontario06-2012
Skills
- Customer service excellence
- Professional telephone demeanor
- Customer service orientation
- Data entry
- Documentation management
- MS Office Suite
- Attention to detail
- Accuracy
- Analytical skills
- Creative problem solving
- Interpersonal communication
- Written communication
- Oral communication
- Team development
- Staff training
- Team oriented
- Adaptability
- Quick learning
- Initiative
- Relationship management
- Continuous improvement
- Effective communication
Highlight Of Skills
- Excellent interpersonal, written and oral communication skills
- Professional and courteous in all interactions and able to remain calm and composed in stressful situations
- Proficient with the use of MS Office Suite and data entry
- Enthusiastic and team oriented
- Strong attention to detail and accuracy while prioritizing and managing multiple projects
- Well organized and excellent time management skills
- Strong analytical and creative problem solving skills
- Ability to adapt and quickly learn in a changing environment
- Proven innovative thinker
- Ability to assume responsibility and perform with minimum to no supervision
- Strong customer service orientation; exercising good judgment and initiative; answering inquiries in a clear and concise manner
Timeline
Representative, Physical Damage
Definity Insurance
03.2026 - Current
Analyst Claims Support – Auto Appraisal
Definity Insurance
01.2020 - Current
Claims Assistant – Head Office Claims
Economical Insurance
02.2016 - 01.2020
Underwriting Technician- Personal Lines
Economical Insurance
05.2014 - 02.2016
Dietary Aide
The Village of Winston Park
08.2006 - 01.2019
Chartered Insurance Professional Designation (CIP) -
General Bachelor of Arts -
Wilfrid Laurier University