Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Naya Safi

Toronto,ON

Summary

Resourceful Customer Service Representative known for high productivity, efficient task completion, and contributing to a 25% improvement in team output.
Specialized in communication, problem-solving, and time management, maintaining a 95% on-time response rate.
Skilled at ensuring smooth operations in customer service environments.
Excels in active listening to ensure customers' needs are fully met, leading to a 30% increase in customer loyalty.

Overview

9
9
years of professional experience

Work History

Bilingual Customer Service Representative

Aviva Insurance Company
Toronto, ON
01.2021 - Current
  • Fostering relationships with customers to expand the customer base by consistently following up on open issues and make sure they are resolved.
  • handling over 30 customer inquiries daily via email, phone, providing timely solutions to technical issues, and escalating complex concerns to relevant departments.
  • Monitoring customer satisfaction levels through surveys and feedback forms.
  • Maintaining a friendly yet professional demeanor during all interactions with customers.
  • Managing first call claims, obtaining details, and confirming coverages.
  • Managing denials, late payments, extensions and other special circumstances by following up with relevant parties.
  • Collaborating with carriers to resolve discrepancies in insurance payments.
  • Managing a book of over 300 active customers, ensuring all contact information, changes, and payments history are accurate and up-to-date, ensuring a faster service resolution times.
  • Receive underwriting approvals after accurately completing applications for insurance policies.
  • Explaining different insurance options to prospective clients, and encouraging the sale of insurance policies that best fit their needs.
  • Selling and issuing new policies for new potential clients..
  • Strengthening customer retention by offering discount options, combining both Property and Auto.)

Bilingual Account Representative

CPA-Professional Liability Plan INC.
Toronto, ON
02.2020 - 09.2020
  • Provided clients with prompt service and handled coverage requests.
  • Guided clients to complete their online renewal application.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Assisted in preparing monthly customer service performance reports, analyzing the response times, and customer satisfaction to identify improvement opportunities.
  • Assessed professional liability insurance applications for coverage and information accuracy.
  • Processed members' applications, and accurately added endorsements when necessary to add, exclude, or modify coverage.
  • Prepared professional liability insurance quotations, calculated premiums, and prepared sheets using Excel spreadsheets and PDF.
  • Prepared certificate of insurance, confirmation of coverage, and summaries.
  • Process members’ payments and handling account receivables,
  • Other assignments as required (assisting other members with payments, translating documents, or emails to French...);
  • Handled the Quebec renewal of 400 members.
  • Recognized by CPA members for providing exceptional and efficient customer service.

Bilingual Client Representative

Marsh Canada Ltd
Toronto, ON
12.2015 - 02.2020
  • Responded to clients’ requests and inquiries across a number of channels in a prompt and professional manner.
  • Processed timely and accurate completion, and submission of clients’ requests in accordance with carrier guidelines.
  • Prepared renewal applications and policy documents for clients, following carrier guidelines and timelines.
  • Provided clients with insurance certificates, invoices, and applications.
  • Successfully contributed to the achievement of team service levels through relying on customer feedback, which helped improve customer satisfaction by 25%.
  • Handled large renewal of 500 Quebec clients' Tim Hortons account.
  • Handled large renewal of 70 Quebec clients, Canadian Tire.
  • Maintained excellent customer service skills and etiquette.
  • Analyzed data with my Microsoft and Excel skills, including creating Pivot Tables, using formulas, formatting, sorting, and filtering.
  • Demonstrated self-reliance by meeting and exceeding workflow needs.
  • Improved customer satisfaction by 30% by finding creative solutions to problems.

Education

Chartered Insurance Professional - Insurance And Risk Management

Insurance Institute Of Ontario
Toronto
06-2025

Damage Insurance Brokers And Claims Adjusters -

AMF: Autorité Des Marchés Financiers
Québec
12.2019

BBE - Business Economics

University of Toronto
Toronto, None

Skills

  • Proficient in the Microsoft Office Suite, including Word, Excel, and Outlook
  • four years of experience working with the TAM Management System
  • Proven ability to excel in fast-paced, high-volume environments while maintaining high levels of customer satisfaction
  • over 6 years of hands-on experience delivering exceptional customer service, consistently exceeding customer expectations and resolving complex issues
  • Strong ability to work effectively both as part of a team and independently, with minimal supervision, while ensuring top-tier service to customers
  • Experienced in managing large accounts, ensuring that all client needs are met with precision and professionalism
  • Exceptional attention to detail, time management, and analytical skills, all crucial for providing accurate and timely solutions to customers
  • Excellent organizational, interpersonal, written, and verbal communication skills in both French and English, ensuring clear and effective communication with diverse customers
  • Bilingual: Fluent in both French and English, enhancing the ability to serve a wide range of customers and clients across different regions

Languages

English
Native/ Bilingual
French
Native/ Bilingual

Timeline

Bilingual Customer Service Representative

Aviva Insurance Company
01.2021 - Current

Bilingual Account Representative

CPA-Professional Liability Plan INC.
02.2020 - 09.2020

Bilingual Client Representative

Marsh Canada Ltd
12.2015 - 02.2020

Chartered Insurance Professional - Insurance And Risk Management

Insurance Institute Of Ontario

Damage Insurance Brokers And Claims Adjusters -

AMF: Autorité Des Marchés Financiers

BBE - Business Economics

University of Toronto

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