Sheila Collett
Toronto,ON
Summary
Accomplished senior advisor with proven experience and knowledge. Gives sound direction and advice based on extensive background and relevant data. Forward-thinking and adaptable in approaching questions and concerns.
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Seasoned Customer Service Manager with deep understanding of customer relations and service operations. Strong problem-solving, leadership, and communication skills honed through management roles in diverse business settings. Proven track record in developing effective strategies that improve customer satisfaction rates and foster loyalty. Succeeded in transforming customer service departments into efficient, success-driven teams contributing to company growth.
Overview
24
24
years of professional experience
2
2
years of post-secondary education
Work History
Senior Advisor - Customer Service/Retention Specialist
Co-operators
Toronto, Ontario
09.2015 - Current
- Guided strategic initiatives to enhance client engagement and satisfaction.
- Analyzed market trends to inform product development and service offerings.
- Collaborated with cross-functional teams to improve operational efficiency and effectiveness.
- Provided expert advice on risk management and insurance solutions for clients.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Worked effectively in team environments to make the workplace more productive.
- Utilized various software and tools to streamline processes and optimize performance.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Worked with cross-functional teams to achieve goals.
- Completed day-to-day duties accurately and efficiently.
Service Supervisor
Johnson Insurance
Toronto, Ontario
02.2011 - 09.2015
- Supervised daily operations of service team to ensure efficient workflows.
- Trained new staff on customer service protocols and company policies.
- Implemented quality assurance measures to enhance service delivery standards.
- Supervised team of employees and delegated duties and responsibilities to each member.
- Delivered exceptional customer service and handled inquiries and complaints.
- Resolved escalated customer issues in a timely manner while maintaining high satisfaction ratings.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Insurance Broker
TD Meloche Monnex Insurance
Toronto, ON
12.2001 - 02.2011
- Advised clients on insurance policies and coverage options.
- Analyzed client needs to recommend suitable insurance solutions.
- Developed and maintained strong client relationships through effective communication.
- Managed policy renewals and modifications for existing clients.
- Collaborated with underwriters to secure competitive insurance rates.
- Educated clients on claims processes and required documentation.
- Provided training and mentorship to junior brokers in the team.
- Promoted client retention through high-quality service and follow through.
- Maintained up-to-date knowledge of industry trends and regulations.
- Used skills to establish productive working relationships with car dealers, loan processors and community business partners.
- Identified opportunities for cross-selling additional products or services.
- Resolved customer inquiries regarding policy changes or coverage issues.
- Provided advice to customers on insurance-related matters.
- Negotiated with underwriters to secure favorable terms on behalf of clients.
- Ensured compliance with all applicable laws and regulations.
- Promoted agency products to customers in person, by telephone and in writing.
- Called or emailed lapsed clients to inquire about continuing needs.
- Managed many policy renewals each year.
- Collaborated with other departments within the organization on projects.
- Cultivated positive relationships with homeowners to promote continued business.
- Prepared detailed reports summarizing customer requirements and recommendations.
- Responded to customer inquiries and problems to promote great service.
- Explained coverage options to potential policyholders, answering questions or concerns.
- Achieved repeat business and referrals through personalized services.
Education
Wellness/Life Coach Certification - Certified Life Coach
Canada Coach Academy
01.2020 - 07.2020
OTL License -
Insurance Institute
09.2015 - 10.2015
Ribo License -
Registered Insurance Brokers of Ontario
07.2002 - 08.2002
Creative Photography Program - Arts
Humber College
Toronto 09.1999 - 06.2001
Skills
- Client engagement
- Risk management
- Team collaboration
- Cross-functional coordination
- Problem solving
- Effective communication
- Conflict resolution
- Leadership skills
- Training and mentorship
- Relationship building and management
- Training and mentoring
- Analytical thinking
- Client relationship management
- Problem-solving
- Empathy and understanding
Timeline
Wellness/Life Coach Certification - Certified Life Coach
Canada Coach Academy
01.2020 - 07.2020
Senior Advisor - Customer Service/Retention Specialist
Co-operators
09.2015 - Current
OTL License -
Insurance Institute
09.2015 - 10.2015
Service Supervisor
Johnson Insurance
02.2011 - 09.2015
Ribo License -
Registered Insurance Brokers of Ontario
07.2002 - 08.2002
Insurance Broker
TD Meloche Monnex Insurance
12.2001 - 02.2011
Creative Photography Program - Arts
Humber College
09.1999 - 06.2001