Rachel Oyewole
Whitby,ON
Summary
Dynamic and results-driven, versed in insurance processes and procedures. With a background in Economics, possess strong organizational, analytical, and problem-solving abilities that drive business efficiency and customer satisfaction. Adept at mitigating litigation risks, resolving disputes with a strong focus on customer satisfaction and maintaining compliance with industry standards. A solid team player with excellent communication, problem-solving, and negotiation skills, committed to contributing to the success of an organization by fostering strong client relationships and optimizing operational processes.
Overview
8
8
years of professional experience
10
10
years of post-secondary education
Work History
Auto Claims Associate
Impact Auto Auctions
Oshawa, Ontario
8 2021 - Current
- Prepared summaries of damage, payments, and policy coverage.
- Enhanced customer satisfaction by delivering honest advice to policyholders in regard to repair work and body shop.
- Utilized strong negotiation skills to settle disputed liability cases in fair and reasonable manner, ultimately minimizing company exposure to financial risk.
- Negotiated settlements with claimants and repair facilities to control costs, while maintaining high levels of customer satisfaction.
- Strengthened relationships with repair vendors, ensuring quality repairs at competitive prices.
- Provided exceptional customer service during emotionally difficult situations for policyholders following accidents or natural disasters.
- Acted as reliable point of contact for customers throughout the claims process, addressing their concerns with empathy and professionalism.
- Mitigated potential litigation risks through careful attention to detail in documenting evidence gathered during investigations and claim evaluations.
- Improved departmental workflow by implementing best practices in claims handling procedures, leading to more accurate assessments and quicker resolutions.
- Increased overall efficiency in claims handling by utilizing advanced technology tools for documentation, record-keeping, and data analysis.
- Established effective system for tracking and monitoring claims from initial report to final resolution, ensuring timely updates were provided to all relevant parties.
- Coordinated with law enforcement and legal teams to gather necessary documentation for fraud investigations.
- Reviewed police reports, photographs, and other documentation to gain complete understanding of the accident.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided exceptional customer service at all stages of the claims lifecycle while adhering to strict confidentiality guidelines regarding sensitive client information.
- Maintained strong relationships with key stakeholders, such as adjusters, agents, repair facilities, and legal representatives, for seamless collaboration throughout the claims process.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Achieved significant reductions in processing errors through.
Client Relations Specialist
Concentrix
Oshawa, Ontario
01.2021 - 08.2021
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Cultivated positive working environment within the Client Relations team, fostering collaboration among colleagues in pursuit of common goals.
- Leveraged industry knowledge to provide valuable insights on market trends and competitor offerings, ensuring clients received best possible advice.
- Developed tailored strategies for individual clients, resulting in increased customer loyalty and retention.
- Consistently met and exceeded performance metrics by managing over 50 customer calls per day, prioritizing tasks effectively and maintaining strong focus on achieving results.
- Maximized revenue potential by identifying areas for improvement within existing client contracts and service agreements.
- Championed process improvements by analyzing workflows, recommending changes, and monitoring results post implementation.
- Worked closely with marketing team to produce any sales collateral required for the targeted market.
- Provided advice and front-line expertise to internal committees in order to improve team, service, and procedural standards.
- Delivered high-quality customer service by quickly responding to inquiries and maintaining empathetic approach during interactions.
Bell Authorized Agent (Part Time)
Bell Canada
Mississauga, Ontario
03.2021 - 07.2021
- Developed marketing plans to assist in growing business opportunities
- Prepared variety of different written communications, reports and documents to ensure smooth operations
- Developed and maintained thorough knowledge of all regulatory, departmental, and company policies.
- Demonstrated products to customers discussed features and redirected objections to capture sales
- Observed customer behaviors to identify security threats and escalate concerns to supervisors
- Recommended optimal merchandise to customers based on needs and preferences
- Educated customers on product and service offerings
- Expanded client list by compiling information of potential clients to contact
- Followed up with warm leads to drive deal to successful completion
- Served customers in friendly, efficient manner, following outlined steps of service.
Operations Supervisor
Wayfare Resource Limited
Magodo, LA
1 2018 - 11.2020
- Assisted in development of strategic plans for operational activity, efficiency and accuracy
- Implement and managed daily operational plans, including client relation
- Supervised performance of 4 workers with goals of improving productivity, efficiency and cost savings
- Oversaw day to day operations such as electrical updates, vehicle maintenance, client relations and IT procedures
- Oversee company's local call Management System to improve operations efficiently and optimize client service delivery
- Writing day to day reports of sales
- Drove solutions to predominant operations issues by identifying areas of deficiency and performing root-cause analysis
- Formed and sustained strategic relationships with clients
- Supervised performance of 4 workers with goals of improving productivity, efficiency and cost savings.
Administrative Executive
IHG Corporate
Victoria Island, LA
06.2016 - 12.2017
- Opened, sorted, and responded to routine correspondence on behalf of business leaders to facilitate communication and streamline processes.
- Handled confidential information with utmost discretion, ensuring sensitive data was protected from unauthorized access
- Prepared and updated office records, spreadsheets, and presentations to support executive needs and enhance office efficiency.
- Created and updated multiple Excel spreadsheets for documentation in the unit.
- Took part in inspecting and giving a detailed report on supplies.
- Oversaw inventory management, maintaining optimal supply levels while minimizing waste and unnecessary expenses
- Implemented document management system that streamlined filing processes and facilitated easy retrieval of information
- Managed office (stationery) and break room supplies to maximize team productivity.
- Created and maintained computer- and paper-based filing and organization systems for records, reports, and documents.
- Set up meetings and appointments, including gathering materials, booking conference rooms and providing information to involved parties
- Conducted research using various media sources to obtain relevant data for staff requirements.
Education
Bachelor of Science - Economics
Les Cours Sonou University Institute
Cotonou, BJ 09.2013 - 07.2017
High School Diploma -
Lagos State Model College
Lagos,NG 09.2004 - 07.2010
Skills
Problem-solving abilities
Policy Interpretation
Claims review
Data entry proficiency
Multitasking Abilities
Conflict Resolution
Project management abilities
Excellent Organizational Skills
Logical and Analytical Thinking Abilities
Emotional Intelligence
Microsoft Office expertise
Communication (written and oral) Skill
Logical and Strategic Planning
Detail and Result Oriented
Critical Thinking
Languages
English
Software
Vision Management software
Timeline
Bell Authorized Agent (Part Time)
Bell Canada
03.2021 - 07.2021
Client Relations Specialist
Concentrix
01.2021 - 08.2021
Administrative Executive
IHG Corporate
06.2016 - 12.2017
Bachelor of Science - Economics
Les Cours Sonou University Institute
09.2013 - 07.2017
High School Diploma -
Lagos State Model College
09.2004 - 07.2010
Auto Claims Associate
Impact Auto Auctions
8 2021 - Current
Operations Supervisor
Wayfare Resource Limited
1 2018 - 11.2020
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