Nikita Hartwell
London,Ontario
Summary
Results-driven customer service professional with a robust background in client support, training, and administrative operations. Skilled in leading departmental training and onboarding, managing complex inquiries, and ensuring high service standards. Proficient with various software systems and adept at optimizing workflows and providing impactful coaching and mentorship. Recognized for exceptional communication skills, a commitment to customer satisfaction, and a capacity to handle sensitive and high-priority issues with empathy and precision.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Training and Development Specialist
Canada Life
London, Ontario
08.2022 - Current
- Delivered training for new and seasoned employees via e-learning platforms and cross-departmental refreshers.
- Provided SME support for departmental procedure updates.
- Reviewed and updated training materials and resources as needed.
- Identified knowledge gaps and created targeted training sessions to address them.
- Served as the main contact for Instructional Design on the New Hire Curriculum.
- Managed scheduling and execution of three Bootcamp/Onboarding Training classes.
- Monitored a shared support mailbox, offering resources and process assistance.
- Conducted training audits, delivering feedback and coaching to improve performance.
Individual Customer Policy Change Approver
Canada Life
London, Ontario
09.2021 - 08.2022
- Helped meet daily service targets for the Guaranteed Issues Team and Policy Changes.
- Provided outstanding customer service to clients and Regional Office Leaders.
- Collected and shared client data with internal teams, including Regina and Montreal.
- Supplied accurate forms and resources to advisors for correct processing.
- Processed Participating Single/Joint life conversions using Ingenium 5.4.
- Trained colleagues on Bad Address Changes and Jet Screens.
- Supported peer shadowing and mentored in the Individual Client Mentorship Program.
Individual Customer Client Service Representative
Canada Life
London, Ontario
08.2018 - 09.2021
- Achieved service targets and provided top-notch customer service in the Premium Deferral team.
- Maintained strong relationships with advisors, ensuring accurate form processing and resource distribution.
- Managed internal reports, processed letters, and handled UL Mass Billing and loan accuracy.
- Processed Premium and Title change requests using Ingenium 5.4 & 7.7.
- Trained peers on reporting and processing using custom job aids.
- Mentored and was mentored in the Individual Client Mentorship Program.
- Created job aids and assisted with onboarding new hires.
Membership Sales and Service Supervisor
CAA Club Group
London, Ontario
01.2018 - 06.2018
- Supported and coached work-at-home agents on phone techniques and business metrics.
- Managed escalated client concerns and de-escalated irate clients.
CSR, Administration
NAL Insurance
London, Ontario
10.2015 - 01.2018
- Provided administrative support, ensuring timely task completion.
- Managed and screened calls and emails for the Head Office.
- Fostered strong relationships with clients and advisors.
- Planned and organized events, including day-of logistics.
- Designed brochures and advertisement posters.
CSR, Performance Coach
Alliance iCommunications
London, Ontario
01.2014 - 10.2015
- Provided floor support by guiding phone agents with on-call questions and ensuring they followed proper call techniques.
- Handled urgent member needs and managed emergency roadside service requests.
- Ensured high standards for call quality and average handle time.
- Supported new hire onboarding with call shadowing and hands-on training sessions.
Skills
- Customer Service Excellence
- Problem-Solving and Analytical Abilities
- Administrative and Clerical Proficiency
- Training and Development
- Empathy and Client Relations
- Organizational and Time Management
- Compliance and Confidentiality
- Mentorship and Leadership
Certification
- Associate, Life Management Institute Designation – 2022
- Customer Experience Essentials Certificate – 2022
- Associate, Customer Service Designation - 2021
- FLMI Level 1, Insurance Fundamentals Certificate - 2020
- Lean Six Sigma, Yellow Belt – 2018
- Photography, Ontario College Diploma – Fanshawe College 2008
Timeline
Training and Development Specialist
Canada Life
08.2022 - Current
Individual Customer Policy Change Approver
Canada Life
09.2021 - 08.2022
Individual Customer Client Service Representative
Canada Life
08.2018 - 09.2021
Membership Sales and Service Supervisor
CAA Club Group
01.2018 - 06.2018
CSR, Administration
NAL Insurance
10.2015 - 01.2018
CSR, Performance Coach
Alliance iCommunications
01.2014 - 10.2015
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