Nathalie Germain
Chateauguay,QC
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Self-motivated individual who brings proven leadership, organizational and excellent customer relations skills. Independently solves problems and keeps teams on task to handle diverse business requirements and using independent decision-making skills and sound judgment to positively impact company success. Results-oriented Support Manager offering over 10 years of experience in field.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Claim Support Manager
Machool inc.
09.2023 - 02.2024
- Track and manage all incoming claims by email and tickets
- Register all payments with the finance department
- Complete task in a ticketed system (Freshdesk)
- Collaborated with cross-functional teams for successful product launches and seamless integration of new features
- Be the liaison between all customers and the service companies and couriers.
- Provide updates and complete follow ups
- Responsible for claims to be completed in a timely and accurate manner
- Provide support and great customer service while being in compliance within the business policies.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
- Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
Residential Insurance Claim adjuster
Aviva Canada- Montreal QC
07.2023 - 09.2023
- Providing exceptional customer service
- Answering all inbound calls from the Queue and personal line
- Working with multiple data and management software (claimcenter, GPS, Corologic, word, and excel)
- Help with overload activities
- Provide support and assistance when required
- Have an objective view and provide and accurate decision
- Supervise work and claim process to be completed on time and efficiently.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Observed operation of moveable parts and subassemblies to determine accuracy of movement, and to diagnose causes of defects.
- Directed claims negotiations within allowable limit and supported successful litigations for advanced issues.
Insurance Claim Adjuster 2
TD Insurance - Halifax, NS
03.2021 - 07.2023
- Encouraging Team work
- Working with multiple data and management software (claimcenter, ARMS, Progi , Mitchel cisco, word, and excel)
- Provide job shadowing opportunities and Training coworkers
- Help my peers with overload activities
- Provide support to manager while out of office
- Support with escalations
- Participated in management team meeting to enhance the claim process and best practices
- Completing all internal and external training and licensing
- Understanding and applying business operation policies, procedure and legislation.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Optimized data management processes by accurately documenting claim details in company systems for easy retrieval during audits or future inquiries.
- Maintained strong relationships with policyholders, agents, and colleagues by consistently demonstrating professionalism, empathy, and effective communication skills.
- Interviewed agents and claimants to correct errors or omissions and investigate questionable claims.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Enhanced departmental processes by staying informed of industry trends and incorporating new technologies or strategies into daily routines.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
Customer service officer CSO
TD Insurance -Halifax- NS
03.2020 - 03.2021
- Respond to high volume of request from clients and respond in a fair and informative manner
- Reviewing complaints and gather information
- Assessing and process complaints and claims in a timely manner in compliance with policy and procedures
- Maintain accurate files documentation
- Connect and work with different departments and line of businesses
- Collaborating all Investigations with department managers in obtaining relevant claim documents
- Exercise objective and unbiased judgment.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Collaborated with legal teams to represent the company in litigation cases, leading to favorable outcomes in complex claim disputes.
- Streamlined communication between customers and internal departments for timely issue resolution.
- Managed escalated cases with diplomacy, skillfully negotiating resolutions that satisfied both the customer and company interests.
Insurance Claim adjuster
TD Insurance - Halifax, NS
11.2018 - 03.2020
- Providing exceptional customer service by email or phone by providing timely updates and resolutions to their claims inquiries
- Encouraging Team work and Help with job shadowing
- Working with multiple data and management software (claimcenter, ARMS, Progi , Mitchel cisco, word, and excel)
- Organized, planned and documented materials for Auto claims.
- Help my peers with overload activities
- Training coworkers
- Support manager while out of office
- Participated in management team meeting to enhance the claim process and best practices
- Completing all internal and external training and licensing
- Understanding and applying business operation policies, procedure and legislation.
- Investigated and assessed damage to property and reviewed property damage estimates.
- Established relationships with clients and insurance companies to foster timely claims resolution.
- Directed and coordinated various investigations conducted by field investigation team.
- Reduced claim processing time by efficiently investigating and evaluating insurance claims.
- Evaluated insurance policies and analyzed damages to determine coverage.
- Enhanced team productivity by mentoring new adjusters in best practices and industry standards.
- Developed positive relationships with policyholders, fostering trust through transparency during the claim process.
Insurance Agent
TD Insurance - Halifax, NS
01.2017 - 11.2018
- Providing personal advised to my clients for home and auto insurance
- Delivering legendary customer service
- Encouraging Team work.
- Streamlined administrative tasks, improving overall office efficiency and productivity.
- Resolved complex claims issues, advocating on behalf of clients to ensure fair settlements.
- Generated leads through cold-calling, networking and other outreach methods.
- Approached potential clients by using direct marketing mailings and phone contacts.
- Evaluated competitors' products and services to gain competitive advantage.
- Collaborated with underwriters to assess risk and determine appropriate coverage options for clients.
- Cross-sold insurance products to existing clients to reach sales targets.
- Monitored customer feedback and identified areas of improvement.
- Educated clients on insurance policies and procedures.
Financial Representative
CIBC
04.2014 - 12.2016
- Offering personalize financial advised to our clients
- Delivering an exceptional service
- Boosting Team work by setting up challenges
- Able to reach and excel my sale targeted
- Able to work with multiple data management software
- Peer coaching
- Team events coordinator and contests.
- Collaborated with cross-functional teams to develop innovative financial products for diverse clientele.
- Developed tailored investment strategies to optimize clients'' long-term financial goals.
Customer Services Agent
Purolator
06.2012 - 09.2012
- Maintained and Supported multiple Management Software
- Data Collection and import of related information
- Reporting and information Gathering
- Worked on a number of Team Projects
- Interacting with Customer Services on a daily base
- Telecommunication.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Investigated and resolved accounting, service and delivery concerns.
- Processed customer service orders promptly to increase customer satisfaction.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Services Representative (CSR)
Coles Bookstore
01.2010 - 01.2011
- Sales Representatives
- Developed and implemented Sale of Books and life-enriching products
- Teamwork building project
- Social Roll direct with Customers
- Supervised other employees on daily workloads and projects
- Bookkeeping
- Oversee staff and ensure deadlines are met.
- Built relationships with industry stakeholders to stay informed on industry trends and developments.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Supported creation of detailed, technical financial models to value potential acquisition targets.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Rogers Sales Support
SITEL
01.2007 - 01.2010
- Sales Services Representative
- Sales Representatives
- Building marking Scale to implement
- Providing team- Management
- Teamwork building project
- Negotiate contracts
- SAP software.
- Managed accounts to retain existing relationships and grow share of business.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Enhanced customer retention rates, implementing follow-up strategies after-sales transactions were completed..
- Improved sales team productivity, coordinating schedules and appointments for potential clients.
Education
Associate of Applied Science - Business Administration
Mount Saint Vincent University
Halifax, NS01.2022
Associate of Applied Science - Accounting
LaSalle College
Montreal, QC01.2013
High School Diploma -
Spanish River Community High
Florida USA05.2006
Skills
- Fluently bilingual in both French and English
- Computer Skills - Very fluent with existing office and operating software
- Management - Leadership roles dealing with multiple vendors
- Multi-tasking
- Self-motivated, Professional and Courteous
- Flexible, Adaptable, Friendly, and Positive Attitude
- Negotiation and Conflict Resolution and needs Assessment
- Customer and Support Services expertise
- Performance Tracking and Evaluation
- Continuous Improvement
- Administration and Reporting
- Staff Training, Teamwork and Collaboration
Accomplishments
- Top customer service score for the 2nd quarter of 2020
- ALL STARS- 2019 TDI
- Excel awards 2017 CIBC
- Multiple monthly quarterly excel target awards CIBC
Committees
- Employee committee (CIBC 2015-2016)
- Employee committee (TDI 2018)
Awards
- Trending for all stars 2020
- Top customer service score for the 2nd quarter of 2020
- ALL STARS- 2019 TDI
- Excel awards 2017 CIBC
- Multiple monthly quarterly excel target awards CIBC
Hobbies and Interests
- Cooking
- Reading
- Traveling
Languages
English
Full Professional
French
Full Professional
Certification
Claim adjuster licenses
- NS
- NB
- NL
- PEI
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Claim Support Manager
Machool inc.
09.2023 - 02.2024
Residential Insurance Claim adjuster
Aviva Canada- Montreal QC
07.2023 - 09.2023
Insurance Claim Adjuster 2
TD Insurance - Halifax, NS
03.2021 - 07.2023
Customer service officer CSO
TD Insurance -Halifax- NS
03.2020 - 03.2021
Insurance Claim adjuster
TD Insurance - Halifax, NS
11.2018 - 03.2020
Insurance Agent
TD Insurance - Halifax, NS
01.2017 - 11.2018
Financial Representative
CIBC
04.2014 - 12.2016
Customer Services Agent
Purolator
06.2012 - 09.2012
Customer Services Representative (CSR)
Coles Bookstore
01.2010 - 01.2011
Rogers Sales Support
SITEL
01.2007 - 01.2010
Associate of Applied Science - Business Administration
Mount Saint Vincent University
Associate of Applied Science - Accounting
LaSalle College
High School Diploma -
Spanish River Community High