STACEY REGAN
VAUGHAN,ON
Overview
20
20
years of professional experience
Work History
OUTBOUND CLAIMS CLIENT SERVICE REPRESENTATIVE
CO-OPERATORS INSURANCE
10.2024 - Current
- Completion of the FNOL and then triage the claim to the correct CR
- Triage claims to the correct Claims Representative and reduce file transfers
- Reduce file transfers
- Decreased the number of quick claims requiring outreach by claims representatives.
- Calling out to clients on quick claims
- Handling of FNOL emails (received through After Hours, Advisor and Online Services)
CLAIMS CLIENT SERVICE REPRESENTATIVE
CO-OPERATORS INSURANCE
08.2022 - 10.2024
- Deliver exceptional claims experience for our clients
- Advised clients on auto coverage, set up claim information, and outlined next steps
- Offer guidance by answering incoming calls and providing meaningful direction, while ensuring efficiency and timeliness for all inquiries
- Collected detailed loss information from clients to facilitate claims processing
- Mentored new employees on customer relations management practices
- Assist in training and development of new hires
- Provided feedback to leadership on process efficiencies to enhance client experience
ALARM INFORMATION CLERK, COMMUNICATIONS
TORONTO POLICE SERVICE
05.2017 - 03.2022
- Daily processing of alarm events using Crywolf software, ICAD Reports, Versadex & Microsoft Outlook
- Review and respond to various daily email and phone inquiries from monitoring stations, clients and the general public
- Review and process appeals from monitoring stations and prepare appeal packages for Central Monitoring Station clientele
- Prepare advisory notices such as suspension & caution letters
- Updated customers and senior management on progress and roadblocks
- Liaise with various departments, monitoring stations, alarm companies
- Prepare month end report to Toronto Police Finance with regards to invoicing
- Maintain and update database, filing systems & reinstate accounts
- Create and update policies and procedures
- Training and development of new hires
- Mark, record and review test results
- Scheduled and arranged the testing and interview facility for candidate evaluations
- Welcomed and introduced potential new hires to the team during recruitment events
COMMUNICATIONS OPERATOR & TELEPHONE CONSOLE OPERATOR, COMMUNICATIONS
TORONTO POLICE SERVICE
10.2006 - 05.2017
- Dispatch officers in a timely manner to both emergency and non-emergency calls for service
- Initiate the appropriate emergency response, either police fire or ambulance
- Answer emergency and non-emergency calls from the public
- Respond to requests from police personnel and prioritize numerous calls for dispatch
- Responsible for safety of both officers and the public
- Operate various computerized communication consoles and equipment
- Prepared shift schedules, ensuring adequate coverage and timely breaks for team members
- Conducted training sessions for new hires, enhancing onboarding and operational readiness
- Reviewed and discussed performance evaluations, providing feedback to support team development
- Answering telephone general inquiries from public and internal departments
Education
College Diploma - General Arts & Science
CENTENNIAL COLLEGE
O.S.S.D -
CEDARBRAE COLLEGIATE INSTITUTE
Skills
- Proficient in Microsoft Office, Excel, Word, Outlook, PowerPoint
- Versadex, Adobe, CPIC, Guidewire ClaimCentre, Genesys, ICAD Reports, Converse, PROGI, VLS/NICE Inform, Crywolf, I/Dispatch & I/Calltaker
- Comprehensive customer service/telecommunication skills
- Attention to detail, organized
- Able to work under pressure and meet deadlines
- Thrive working both independently as well as in a team environment
- Critical thinking skills to identify problems and proactively propose solution
- Able to multitask accordingly
- Influence change, committed to continuous improvement, in order to exceed client expectations
Timeline
OUTBOUND CLAIMS CLIENT SERVICE REPRESENTATIVE
CO-OPERATORS INSURANCE
10.2024 - Current
CLAIMS CLIENT SERVICE REPRESENTATIVE
CO-OPERATORS INSURANCE
08.2022 - 10.2024
ALARM INFORMATION CLERK, COMMUNICATIONS
TORONTO POLICE SERVICE
05.2017 - 03.2022
COMMUNICATIONS OPERATOR & TELEPHONE CONSOLE OPERATOR, COMMUNICATIONS
TORONTO POLICE SERVICE
10.2006 - 05.2017
College Diploma - General Arts & Science
CENTENNIAL COLLEGE
O.S.S.D -
CEDARBRAE COLLEGIATE INSTITUTE