Summary
Overview
Work History
Education
Skills
Key Skills
Timeline
Generic

PAULINE NJOROGE

Calgary

Summary

To obtain a position that will enable me to use my strong organizational skills, educational background, and ability to work well with people.

Overview

15
15
years of professional experience

Work History

Property Supervisor

Wawanesa Mutual Insurance Company
01.2023 - Current
  • Team Management: Supervises and trains claims adjusters and staff handling property claims
  • Claims Oversight: Ensures accurate, timely processing and resolution of property claims
  • Customer Interaction: Addresses customer concerns and resolves disputes related to claims
  • Compliance: Ensures claims adhere to legal, regulatory, and company standards
  • Reporting: Generates reports on claims performance and trends for senior management
  • Process Improvement: Identifies opportunities to streamline claims processes and enhance efficiency
  • Collaboration: Works with other departments and external vendors to manage claims effectively
  • Decision Making: Makes final decisions on complex or high-value claims

Senior Property Adjuster (Commercial, Condominium and Residential Claims)

Intact Financial Group
01.2022 - 12.2022
  • Provide quality service and discuss settlement options with members
  • Develop an action plan for conducting investigations by determining necessary information required to clarify and justify the claim
  • Ensure prompt and equitable settlements in-line with policies, procedures and standards
  • Analyze the information, interpret insurance policy wordings, determine coverage and assess damage
  • Document the claim file by collecting information from appraisers, engineers, legal department or other pertinent experts to determine coverage

Section Manager - 2 Year Contract

Desjardins General Insurance Group
01.2020 - 12.2021
  • Responsible for the performance management of 15 – 18 Claims Advisors in a call center environment
  • Coach and develop Claims advisors by focusing on the consistent behaviors that are expected for rigorous cost management, proper application of Auto / Property policies in Alberta and Ontario, extensive focus on client experience and company policy
  • Provide motivation, support, mentoring, training & developmental opportunities to individuals, and to the team, to ensure they can perform at or developing to the necessary professional standards
  • Ensure company initiatives that are put forward are being followed by analyzing reports and data as well as timely consolidation
  • Efficiently manage the operations and human resources of the team and participate in the selection and onboarding of new employees
  • Make day to day decisions that balance employee engagement and business needs

Auto and Property Claims Specialist

Desjardins General Insurance Group
01.2016 - 12.2019
  • Coaching and providing reserve and settlement authority as well as ongoing technical guidance and direction to Claims Advisors
  • Providing quality assurance services to claims operations to meet risk management, productivity, and client satisfaction objectives
  • Analyzing Auto and Property claims and preparing appropriate directives for Advisors and other parties involved regarding the settlement of claims
  • Providing settlement solutions and proposing them to the Advisors, clients and other parties involved in cases that are in dispute or beyond the Advisor's authority limits and following up on results
  • Verifying and approving the settlement of claims submitted and reviewing claims files for identification of trends and to identify skills gaps
  • Conducting the annual company internal audits

Auto and Property Claims Advisor

Desjardins General Insurance Group
04.2014 - 11.2015
  • Investigate, appraise/scope, confirm coverage, negotiate settlement and recovery, and conduct reporting and documentation of claims of moderate size and/or moderate complexity in accordance with established guidelines
  • Prepare summaries and files for litigation, mediation/arbitration, and multidisciplinary assessments
  • Adhere to service standards by communicating effectively with all parties involved
  • Develop relationships with other departments such as underwriting in order to meet business goals
  • Investigating and evaluating, primarily low to moderate property complexity claims
  • Determining coverage available to policyholders and claimants
  • Determining cases that may have fraud potential and to refer claims investigation Unit
  • Mentor and train less experienced claims and support staff as required
  • Work collaboratively with Managers on special projects and assignments when required
  • Applying policy, legislation and company guidelines to all claims to manage loss costs and customer relations

Customer Service Officer

Scotia Bank
01.2012 - 03.2014
  • Company Overview: Western Canadian Service Centre
  • In charge of Servicing credit cards, chequing accounts for customers by determining requirements; answering inquiries; resolving problems; fulfilling requests & maintaining accurate database
  • Assessing accounts at point of call for potential security violation, loss/recovery
  • Providing single source banking decisions within delegated lending limits
  • Maintaining solid understanding and knowledge of competitor's products and services
  • Liaising with other Scotia bank business departments Consumer Products, Credit, Marketing and the Branch Network
  • Utilizing effective listening and communication skills to identify problems, needs or opportunities
  • Actively selling or upgrading Scotia Banks products and services
  • Identifying and reporting to the Team Leader any situations or customer concerns that will improve quality or mitigate risk to Scotia customers
  • Accurately completing call-tracking documentation on each call
  • Engaging in continuous learning opportunities
  • Western Canadian Service Centre

Store Supervisor

Starbucks
01.2010 - 12.2011
  • Handled and resolved customer complaints and processing client orders
  • Anticipated customer and store needs by constantly evaluating environment and customers for cues
  • Assisted with new partner training by positively reinforcing successful performance
  • Executed store operations during scheduled shifts and Organized opening and closing duties
  • Utilized operational tools to achieve operational excellence during the shift

Education

Chartered Insurance Professional -

Risks Management Certificate -

FCIP -

Bachelors of Business Administration - Management

ST PAULS UNIVERSITY
12-2009

Skills

  • Insurance Knowledge
  • Leadership Skills
  • Analytical and Decision-Making Skills
  • Communication Skills
  • Problem-Solving

Key Skills

  • In-depth knowledge of property insurance policies, claims procedures, and industry standards.
  • Strong leadership and management abilities to motivate and guide claims staff.
  • Ability to analyze complex claims and make decisions based on policy terms, damage assessments, and financial implications.
  • Effective verbal and written communication for customer service, team management, and reporting.
  • Ability to address and resolve issues related to claims, whether technical, customer-related, or procedural.

Timeline

Property Supervisor

Wawanesa Mutual Insurance Company
01.2023 - Current

Senior Property Adjuster (Commercial, Condominium and Residential Claims)

Intact Financial Group
01.2022 - 12.2022

Section Manager - 2 Year Contract

Desjardins General Insurance Group
01.2020 - 12.2021

Auto and Property Claims Specialist

Desjardins General Insurance Group
01.2016 - 12.2019

Auto and Property Claims Advisor

Desjardins General Insurance Group
04.2014 - 11.2015

Customer Service Officer

Scotia Bank
01.2012 - 03.2014

Store Supervisor

Starbucks
01.2010 - 12.2011

Risks Management Certificate -

FCIP -

Chartered Insurance Professional -

Bachelors of Business Administration - Management

ST PAULS UNIVERSITY

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PAULINE NJOROGE