SAMRITI JAIN
Brampton,ON
Summary
Results-driven Personal Lines Account Manager with seven years of experience in Account Manager role. Demonstrated success in growing sales and improving productivity. Highly analytical problem-solver with quality-focused approach. Results-driven Account Manager accomplished in bringing in new customers and maximizing revenue. Well-versed in different insurance plans and competitor offerings. Persuasive communicator with personable style.
Overview
15
15
years of professional experience
Work History
Personal Lines CSR
KRGinsure
08.2023 - Current
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed high call volumes, maintaining a professional demeanor during peak hours and effectively multitasking in a fast-paced environment.
- Demonstrated empathy and active listening skills, resulting in a higher rate of customer satisfaction and repeat business.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Developed strong relationships with clients by understanding their needs and preferences, fostering long-term loyalty.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues efficiently.
- Upheld strict adherence to company policies and procedures while providing exceptional service experiences for each client interaction.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Manage all aspects of existing book of business;
responding to inbound telephone inquires from
existing client in timely manner. Managed book
of personal lines 650 client. - Ensure new business and retaining existing client by mean of re-marketing.
- Cross-sell and upsell of other insurance and
financial products based on minimum
requirements of existing clients. - Complete inbound calls are required for renewal
review and special projects. Managed over
10-15 customer calls per day.
Personal Lines Account Manager
Hub International Ltd.
11.2020 - 08.2023
- Manage all aspects of existing book of business; responding to inbound telephone inquires from existing client in timely manner. Managed book of personal lines 1100 client.
- Ensure new business and retention targets are met, including by mean of re-marketing> increased sales by 10%
- Cross-sell and upsell of other insurance and financial products based on minimum requirements of existing clients.
- Complete inbound calls are required for renewal review and special projects. Managed over 20-30 customer calls per day.
- Provide prompt response to all client inquiries by providing effective and efficient customer service to verbal and written inquires
- Resolve client concerns and complaints while ensuring that service excellence standards are met
- Maintained records and stayed current with policy renewals.
- Provided advice and counsel on personal lines matters.
- Oversaw all activities and transactions within personal lines department.
- Stayed in contact with carriers, underwriters and marketing personnel.
- Displayed consistent, positive attitude towards customers, peers and other personnel, even during high-stress situations.
- Worked with sales team to collaboratively reach targets.
- Processing policy change in broker portal and Keeping broker management system update creating activities and abeyances.
- Issue auto and property confirmation of insurance.
- Issue auto liability slips to clients.
- Monitored electronic activities closely.
- Review renewals with existing clients and remarket renewal when required.
Personal Lines Customer Service Representative
FSB Group LTD
03.2019 - 11.2020
- Provided primary customer support to internal and external customers in fast-paced environment.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Suggested coverages to clients while reviewing renewals with them.
- Inform client in timely manner for non payment cancellation.
- Help client by processing payments on various insurance company's portal.
- Release confirmation of insurance and property insurance binder to clients.
- Promptly handling of claims
- Issue liability slips
- Process new business and remarket renewal.
- Helping Client making changes to their existing policy at there request.
- Developing Skill of new team member with ongoing training and doing job shadows time to time.
- Increased customer satisfaction by resolving issues.
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Saved $10000 annually by implementing cost-saving initiatives that addressed long-standing problems
Personal Lines Customer Service Representative
Able insurance Brokers ltd
01.2016 - 03.2019
- Responded to customer requests for coverages, remarketing rates.
- Answered constant flow of customer calls with up to two or three calls in queue per minute.
- Cultivated customer loyalty, promoted repeat customers and improved sales.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Provided primary customer support to internal and external customers in fast-paced environment.
- Recommended Coverages to customers, thoroughly explaining details.
- Educated customers on promotions to enhance sales.
- Assisted customers with setting appointments, shipping renewals , endorsements and liability slips
Receptionist/Technical Service Representative
IDEAL SOLUTION INSURANCE LTD
05.2015 - 12.2015
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Liaised with clients, broker and professional services to personnel to properly process with needs and specifications of management.
- Drafted professional memos and letters to clients.
- Corresponded with clients through email, telephone or postal mail.
- Welcomed all customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Prepared packages for shipment, pickup and courier services for prompt delivery to customers.
- Answered incoming calls daily to resolve and issues and schedule appointments.
Office coordinator
01.2013 - 01.2015
- Routed correspondence to facilitate timely communication between team members, customers.
- Reported on daily office activities to help managers stay on top of dynamic conditions and make proactive decisions.
- Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
- Tracked and recorded expenses and reconciled accounts to maintain accurate, current and compliant financial records.
- Trained new employees on administrative procedures, company policies and performance standards.
Supervisor
Tim Hortons
01.2011 - 01.2015
- Conducted routine inspections of incoming materials to check quality and compliance with established product specifications.
- Oversaw and optimized work of team members on floor performing high-quality service with accuracy to clients.
- Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
- Enhanced training programs to strengthen employee knowledge and promote new promote new products to client.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
Education
Chartered Insurance Professional - General Insurance
Insurance Institute of Ontario
Toronto, ONLife Licence - Insurance
LLQP
Toronto, ON03.2019
Some College (No Degree) - General Insurance
RIBO
Toronto, ONMBA - Finance
Punjab University
Punjab India08.2008
Post Graduate of Personnel Mgt. &Labour Welfare - Human Resources And Labour Relations
Punjab University
Punjab University 08.2005
Bachelor of Commerce - Commerce
Punjab University
Punjab, India 08.2003
Skills
- Good knowledge of different Insurance Companies software's -Aviva, Economical, Pembridge, Travelers, Intact, SGI, Wawanesa, Echelon, Jevco, Gore, Northbridge, CAA, etc
- Proficient in M/S office and outlook
- Multi-line phone talent
- Process payment for client on different insurance companies portal
- Excellent and good communication skills
- Knowledge of Epic, power broker and Tam
- Efficient in answering telephone calls in timely manner
- Complaint resolution
- Staff education and training
- Knowledge of English, Punjabi, Hindi and Urdu
Timeline
Personal Lines CSR
KRGinsure
08.2023 - Current
Personal Lines Account Manager
Hub International Ltd.
11.2020 - 08.2023
Personal Lines Customer Service Representative
FSB Group LTD
03.2019 - 11.2020
Personal Lines Customer Service Representative
Able insurance Brokers ltd
01.2016 - 03.2019
Receptionist/Technical Service Representative
IDEAL SOLUTION INSURANCE LTD
05.2015 - 12.2015
Office coordinator
01.2013 - 01.2015
Supervisor
Tim Hortons
01.2011 - 01.2015
Chartered Insurance Professional - General Insurance
Insurance Institute of Ontario
Life Licence - Insurance
LLQP
Some College (No Degree) - General Insurance
RIBO
MBA - Finance
Punjab University
Post Graduate of Personnel Mgt. &Labour Welfare - Human Resources And Labour Relations
Punjab University
Bachelor of Commerce - Commerce
Punjab University
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