PAULA OATES
Ajax,Canada
Summary
An experienced insurance broker with a reputation for high standards and delivering results. Extensive experience in managing customer interactions and resolving issues promptly. Known for excellent team collaboration and adaptability to changing demands, with strong communication and interpersonal skills. Enthusiastic and thrives on sharing knowledge and mentoring less experienced colleagues.
Overview
28
28
years of professional experience
Work History
Personal Lines CSR
Currie Insurance Group
08.2022 - Current
- Created and developed all procedures and practices for the personal lines service department.
- Trained new staff on best practices for customer engagement and support tools.
- Acted as the in-house underwriter for all personal lines new business submissions. Responsible for reviewing all new applications for accuracy, quality of business, and eligibility.
- Mentored junior team members, fostering a knowledge-sharing environment for skill development.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
Personal Lines Insurance CSR
BST Insurance Brokers
08.2021 - 08.2022
Personal Lines Insurance CSR
Canadian Insurance Brokers
02.2018 - 08.2021
Personal Lines Insurance CSR
Bardeau Insurance Brokers
03.2012 - 02.2018
Personal Lines Insurance In-House Sales Producer
CRE Insurance Services
03.2005 - 01.2009
- Providing quotations and policies to new prospects for both home and auto insurance
- Maintaining knowledge of the underwriting rules and regulations of various insurance companies in order to ensure professional accuracy in the placement of new business
Independent Insurance Broker/Consultant
Insurance Brokers Rescue
01.2003 - 03.2005
- Working in various aspects of the insurance industry within different insurance brokerages to aid the brokerage where necessary
- Responsible for adapting to new company environments, i.e company procedures, new job duties
Personal Lines Insurance Sales Supervisor
Vector Insurance Network
07.1997 - 04.2002
- Recruiting and hiring in conjunction with the Branch Manager
- Monitoring overall performance and production of sales staff including the quality auditing of each new business to ensure all underwriting guidelines are met
- Monthly sales reports by Producer, Department, and group/affinity program
- Resolve customer complaints and issues
- Responsible for the monitoring of branch cross selling program
- Calculation of producer bonuses, conducting performance evaluations according to company policy
- Hands on product training, sales coaching, and systems training for both sales and service departments
- Responsible for creating analysis, i.e. Company loss analysis, Producer analysis
- Working on special projects or initiatives as needed
- Organizing and participation in the annual affinity/group trade shows
- Monitoring of telephone statistics for the inbound/outbound sales queue
Education
Registered Insurance Brokers of Ontario (RIBO) License -
Insurance Brokers Association of Ontario (IBAO)
01.1992
Skills
- Broker Management Systems: Power Broker, Sig XP, TBW
- Various Insurer portal systems including, but not limited to, Intact, Aviva, Economical, UNICA
- Microsoft Office Programs
- Applied Quoting System
Timeline
Personal Lines CSR
Currie Insurance Group
08.2022 - Current
Personal Lines Insurance CSR
BST Insurance Brokers
08.2021 - 08.2022
Personal Lines Insurance CSR
Canadian Insurance Brokers
02.2018 - 08.2021
Personal Lines Insurance CSR
Bardeau Insurance Brokers
03.2012 - 02.2018
Personal Lines Insurance In-House Sales Producer
CRE Insurance Services
03.2005 - 01.2009
Independent Insurance Broker/Consultant
Insurance Brokers Rescue
01.2003 - 03.2005
Personal Lines Insurance Sales Supervisor
Vector Insurance Network
07.1997 - 04.2002
Registered Insurance Brokers of Ontario (RIBO) License -
Insurance Brokers Association of Ontario (IBAO)