Sandrine Yao
Laval,QC
Summary
Driven by a results-focused approach, I excelled at Definity by streamlining claims processing and enhancing customer service, leading to significant cost savings and client retention. My expertise in Microsoft Office and exceptional teamwork skills have consistently improved operational efficiency and fostered collaborative success across roles.
Overview
9
9
years of professional experience
Work History
Claim Assistant
Definity ( Economical Insurance)
09.2021 - Current
- Facilitated a smooth workflow within the department through proficient multitasking abilities and attention to detail in handling multiple claims simultaneously.
- Contributed to company cost savings by identifying opportunities for subrogation and initiating recovery processes when necessary.
- Promoted client retention by delivering exceptional customer service during every interaction, demonstrating empathy, and addressing concerns promptly.
- Checked documentation for accuracy and validity on updated systems.
- Posted payments to accounts and maintained records.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Streamlined invoice processing procedures to ensure timely payment of vendors while minimizing errors in financial records.
Team Leader Manager
Premiere Response
01.2019 - 03.2021
- Resolved customer service issues by finding immediate solutions, increasing customer confidence, and decreasing escalations to executive office.
- Enhanced team productivity by implementing efficient workflow processes and setting clear performance expectations.
- Led employee relations through effective communication, coaching, training, and development.
- Collaborated with senior management on strategic planning efforts, aligning departmental objectives with overall company vision.
- Handled advanced issues with calm, knowledgeable and professional approach.
- Participated in the recruitment process to identify top talent for call center positions, ensuring a strong foundation for continued success.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Responded to customer requests for products, services, and company information.
Team Leader
Viogee
01.2017 - 12.2018
- Boosted sales revenue through identifying upsell opportunities and presenting tailored solutions to clients.
- Analyzed client feedback to identify areas of improvement for product offerings and internal processes.
- Increased customer retention by building strong relationships and providing personalized account management.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Managed accounts to retain existing relationships and grow share of business.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
Assistant Store Manager
Speedway Gas Station
06.2015 - 01.2017
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Rotated merchandise and displays to feature new products and promotions.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
Education
Bachelor - Business Administration
Strayer University
Maryland06.2019
Bachelor In Sciencw - Business Administration
Mercy College
New York , NY05.2016
Skills
- Claims Processing
- Microsoft Office
- Teamwork and Collaboration
- Customer Service
- Multitasking
- Active Listening
- Decision-Making
Languages
English
Full Professional
French
Native or Bilingual
Timeline
Claim Assistant
Definity ( Economical Insurance)
09.2021 - Current
Team Leader Manager
Premiere Response
01.2019 - 03.2021
Team Leader
Viogee
01.2017 - 12.2018
Assistant Store Manager
Speedway Gas Station
06.2015 - 01.2017
Bachelor - Business Administration
Strayer University
Bachelor In Sciencw - Business Administration
Mercy College
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