Roopam Gill
Caledon,ON
Summary
Driven by a passion for continuous learning and successfully navigating change. Customer-focused individual with a passion for delivering exceptional service. Strong interpersonal skills, with a talent for effectively addressing concerns. Committed to improving customer satisfaction, and driving positive outcomes.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Insurance Advisor
TD Insurance Direct Agency
Markham, Ontario
10.2021 - Current
- Handle inbound calls and provide detailed knowledge in a simpler way to the clients about the products that suit their needs, further helping them to make informed decisions.
- Educated and counseled clients about insurance coverage differences and results of decisions to persuasively sell maximum coverage within budget.
- Demonstrated strong problem-solving skills and promoted high customer satisfaction by resolving problems with knowledgeable, friendly service at first-call resolution.
- Utilized various software, including Genesys, Agents Desktop, and tools such as underwriting manuals and policy wordings, to streamline processes and optimize performance.
- Ensured compliance with legal regulations related to insurance policies.
- Being the Legendary Experience Index SME of the team, I always try to help my teammates whenever needed in case of any doubts, and provide advice in making the call legendary to clients.
Customer Service Representative
Shaw Communications, Canada
Charlottetown, Prince Edward Island
12.2020 - 10.2021
- Handle inbound calls from customers and respond to their queries relating to products, services, promotions, and billing.
- Fulfill the orders of the customers in terms of opening new accounts, and providing services according to their requirements and budget by utilizing job-related software to prepare change of address records, and issue service discontinuance orders.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs at first call resolution.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided excellent service and attention to customers through phone conversations.
Education
Master of Arts - Economics
Panjab University
India05-2011
Bachelor of Arts - General
Panjab University
India05-2009
Skills
- Ms Suite office
- Administration
- Team Work
- Licensed Insurance Agent
- Insurance products
Certification
- Other Than Life (OTL)
Reference
- Ishaan Marya-Senior Business Management Analyst
Toronto Dominion Bank
ishaanmarya@tdinsurance.com
+1 437 238 9696
Timeline
Insurance Advisor
TD Insurance Direct Agency
10.2021 - Current
Customer Service Representative
Shaw Communications, Canada
12.2020 - 10.2021
Master of Arts - Economics
Panjab University
Bachelor of Arts - General
Panjab University
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