Sameia Wilson
Toronto,Canada
Summary
Passionate, confident, Recovery Care Specialist with 4 years in the insurance industry and an overall 10+ years of customer service experience, all while enhancing and gaining knowledge in settlement proposals, negotiations and report preparation. By having obtained an undergraduate degree in Business Economics leading to having attained necessary knowledge of analyzing and interpreting data. Proven ability to decipher documents and information to determine credibility of the information provided.
Overview
10
10
years of professional experience
Work History
Recovery Care Specialist
Wawanesa Mutual Insurance
05.2023 - Current
- Provide exceptional customer service by engaging with clients by written or oral methods
- Interpret policy wordings, determine policy coverage and ensure appropriate reserving
- Investigate and manage first party injury claims by telephone and correspondence
- Coordinate services with vendors and service providers
- Liaise with claimants, doctors and rehabilitation specialists
- Prepares files for arbitration and litigation
- Adjust claims from inception to completion in a proactive manner
- Maintain accurate records based on company standards and policies within the claims system
- Brief management on files in litigation, analyze the company's position, develop and provide own rational and suggestion to either settle or move forward with a hearing
- Prepare report summarizing rational for decisions made, calculate risk exposure of file to determine a settlement amount and proposal
- Commence and engage in settlement negotiations with opposing counsel or clients
- Keep apprised of current changes and trends in the accident benefits/insurance industry through legislation, arbitration decisions, case law, etc.
- Develop and deliver settlement proposals to management for approval.
- Engage in settlement negotiations with opposing counsel or non represented claimants.
- Participate in department projects aiming at enhancing presentation and leadership skills.
- Actively being able to manage aa pending of 80+ claims with multiple claimants on some.
- Able to hit targets for referral to preferred partner network, averaging 80-85% success rate per month.
- Managed 100% HCAI compliance in keeping with the Statutory Accident Benefits Schedule as a result of proper time management and excellent organizational skills.
- Self-motivated, with a strong sense of personal responsibility.
Insurance Advisor- Sales and Service
BrokerLink Canada
10.2019 - 05.2023
- Greet customers in a professional and courteous manner, as first point of contact, over the phone, while maintaining approximately 10-12 sales calls daily and 20-30 service calls, depending on the selected queue with great time management
- Apply problem solving skills to resolve customer inquiries and disputes and escalate using appropriate channels when necessary
- Efficiently navigate and input information in Applied Rating systems and EPIC for quoting and customer information storage
- Utilize knowledge of all insurance carrier specific coverages and products to make tailored recommendations based on the customers needs and preference
- Efficiently navigate between various company portals and Broker management software systems
- Build trust with customers resulting in an 80%+ NPS monthly score
- Perform with accuracy and great attention to detail issuing and setting up of policies
- Assessing potential client eligibility by researching company specific policy and regulation on driver acceptance, using the manuals
- Ask appropriate question to clarify and analyze any misleading or fraudulent information provided
Customer Care Specialist
Discount Car Rentals
08.2018 - 10.2019
- Greet customers in a professional and courteous in person and over the phone
- Answer phones and confirm customer reservations and open and close rental agreements
- Meet monthly sales targets by recommending and explaining benefits of additional company services
- Build and maintain relationships with new and existing accounts such as body shops, dealerships, film and media companies
- Work as a team player with fellow staff members to optimize branch productivity including cleaning and shuttling vehicles
- Perform with accuracy and great attention to detail the inspection of company cars both coming and leaving the premises
Call Centre Agent
Miratel Solutions Inc.
12.2016 - 08.2018
- Answer inbound calls and assist with taking lottery ticket orders following procedures outlined by the Ontario Lottery and Gaming Association
- Place Outbound calls to clients with reminders of upcoming deadlines and in regards to issues with their accounts
- Determined customer needs, answer product related questions and directed calls to appropriate departments as necessary
Assistant Supervisor/Concierge
G4S Security
09.2014 - 06.2016
- Assisted residents on a daily basis by providing registration information
- Improved problem solving abilities by resolving residents' complaints and answering questions both over the phone and in person
- Enhanced independent working abilities by taking charge of front desk duties such as answering phones, dispatching patrol guards, etc
- Oversee other guards and answer questions when main site supervisor is absent Improved attention to detail and report writing
Education
Chartered Insurance Professional
Insurance Institute of Canada
05-2028
Bachelor of Arts - Business Economics
York University
Toronto, ON06.2019
Advanced Diploma - Chemical Engineering Technology
Seneca College
Toronto, ON06.2014
Skills
- Negotiating
- Presentation and public speaking
- Strong organizational Skills
- Microsoft Word
- Problem Solving
- Microsoft PowerPoint
- Underwriting
- Sales
- Adaptability
- Customer Service
- Writing
- Critical Thinking
- Time Management
- Customer Satisfaction
- Microsoft Excel
- Microsoft Office
Timeline
Recovery Care Specialist
Wawanesa Mutual Insurance
05.2023 - Current
Insurance Advisor- Sales and Service
BrokerLink Canada
10.2019 - 05.2023
Customer Care Specialist
Discount Car Rentals
08.2018 - 10.2019
Call Centre Agent
Miratel Solutions Inc.
12.2016 - 08.2018
Assistant Supervisor/Concierge
G4S Security
09.2014 - 06.2016
Chartered Insurance Professional
Insurance Institute of Canada
Bachelor of Arts - Business Economics
York University
Advanced Diploma - Chemical Engineering Technology
Seneca College
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