SARA PULAJ
Toronto,ON
Summary
Collaborative leader with experience in handling diverse lines of business, including commercial accounts, and providing tailored product recommendations. Skilled in coaching, stakeholder engagement, and leveraging data-driven strategies to enhance performance. Proficient in Articulate 360, Canva, and LMS platforms, driving results in dynamic environments. Committed to obtaining a RIBO license and building expertise in personal lines insurance.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Insurance Broker
Otip Raeo
03.2025 - 11.2025
- Assisted clients in selecting appropriate insurance policies based on individual needs and financial situations.
- Maintained accurate and up-to-date client records in the CRM system to ensure efficient service delivery.
- Educated clients on the nuances of various insurance products, fostering informed decision-making during the purchasing process.
- Collaborated with underwriters to assess risk and determine appropriate policy premiums.
- Staying informed about market trends and competitor offerings to enhance service delivery and client satisfaction.
- Provided ongoing support to clients, addressing inquiries and resolving issues in a timely manner.
- Generated referral business from satisfied customers who shared positive experiences with friends and colleagues.
Quality Analyst & Resolution Specialist
Nordia Inc. (Canada Post)
01.2023 - 03.2025
- Evaluated customer interactions to ensure adherence to quality standards, providing actionable feedback to agents.
- Conducted root cause analysis on customer complaints to identify trends and implement solutions.
- Collaborated with cross-functional teams to enhance training materials, ensuring accuracy and relevance.
- Facilitated workshops for team members on best practices in quality assurance, driving performance improvements.
- Monitored service performance metrics to identify areas for improvement and align with organizational goals.
- Implemented process improvement initiatives that reduced resolution times and increased customer satisfaction.
- Participated in regular calibration sessions to ensure consistent evaluation standards across teams.
Acting Trainer
Nordia Inc. (Canada Post)
07.2022 - 03.2025
- Delivered virtual and in-person training sessions, supporting new hires and team development.
- Conducted needs assessments to create targeted learning solutions.
- Evaluated training effectiveness and provided actionable feedback to trainees.
- Coordinated 360 meetings to track trainee progress, ensuring client satisfaction and employee success.
- Developed and implemented engaging training modules that enhanced agents' skills and preparation techniques.
Education
Bachelors Degree -
York University
Toronto, ON05.2015
Skills
- Staff Training & Development
- Performance Management
- Work Planning & Prioritization
- Decision-Making
- Team Leadership
- Verbal & Written Communication
Languages
English
Native or Bilingual
Albanian
Native or Bilingual
Certification
ICA Group Facilitation Methods
Timeline
Insurance Broker
Otip Raeo
03.2025 - 11.2025
Quality Analyst & Resolution Specialist
Nordia Inc. (Canada Post)
01.2023 - 03.2025
Acting Trainer
Nordia Inc. (Canada Post)
07.2022 - 03.2025
Bachelors Degree -
York University