Stuart Fraser
Summary
Experienced Customer Service Specialist brings 25+ years of applying exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Overview
15
15
years of professional experience
Work History
Customer Care Specialist
Assurant Life of Canada / TruStage Life of Canada
11.2019 - Current
- Described as an unofficial team lead, becoming a liaison between the customer service representatives and the Leadership team
- Reporting- FDS quotes (Daily), Lifetime protection policy report (Daily), Suspense Greater than 2 days report (Monthly), PAC Death Claim Confirmation Report (Daily)
- ALIS Batch Audit Report (Errors) (assisting the ALIS customer Support to correct errors) (Daily) Assisting my peers with questions Time management skills which assist me in prioritizing tasks and manage competing assignments or requests
- Since January/February of 2022 I have taken on more responsibility with additional reports as well as being the Lead for the Training of the new employees who have joined the TruStage Life of Canada family
- This has assisted me in becoming more flexible and manageable with strong analytical and problem-solving skills
- Worked on Updating and implementing New Training outlines
- Assisted Learning & Development team in the development of some of the virtual training
- Monitoring and evaluating quality and productivity metrics for team members to achieve service level and quality goals
- Taking on Projects as assigned by leadership and meeting the expectations of completion
- Responsible for Payment approvals or Death claims & surrenders of policies
- Claims Processing Attended a Mentorship program with Team Lead Sarah Watt
- Ran a mentorship program for 2 representatives to learn specialist role
- Other Duties as Assigned
- Attend Weekly Leadership Pulse meeting with TLOC Leaders Assist in policies and procedure updates
- For the past year I have been the trainer for all the new hires which have joined the TLOC team
- Assist in monitoring the TLOC Leadership mailbox and help make decisions for the business
- Leaning new roles and responsibilities Assisting in the separation and integration from Assurant to Trustage Life of Canada
- Assisted Covering and Training mail room associates
- Assisted in writing some of the procedures for the mail room.
Key Holder/ Server/Bartender
Italia Canadian Club Kingston
12.2017 - 03.2020
- Responsible for Looking after the quests and that they are all being responsible
- Responsible for making sure that staff and guests are a safe Serving food to the clients Serving drinks to the clients (Smart Serve Certified) Counting of the tills and making sure that safe and tills are counted and that the money all matches
- Filing out reports for the club, for some of the functions and the monies that come in on a nightly basis
- Built a relationship with the guests and make sure that they are satisfied
- Meet with the organizers of the functions and make sure that their expectations are being met, and that the contract is being delivered
- Count the liquor on a weekly basis and that the orders are placed and that there are enough Alcohol, pop and other supplies for the upcoming functions
- Have meetings with the Board to make sure that any rules, and upcoming events are on the docket and that all the expectations are met
- Go through any Grievances of clients and seeing what the best option to do to make things right
- Responsible to make sure the building, monies etc
- Are secure at the end of an event
- Make sure that the closing procedures are followed for the Server's and the Back of the House staff so that the venue is prepared for the next day or the next event
- Expediting food in the Kitchen for a served event and make sure that each table gets what it is that was ordered, and any special needs met.
Customer Service Associate II
Assurant Life of Canada
09.2018 - 11.2019
- Answering phone calls and assisting our clients which vary from Funeral Director's, agents who sell the products, clients looking to make a change or maintain their policy's or even the Agency's administrative assistants themselves
- Assisted in most of our administrative side as well, making sure that the agents allowance cheques get mailed out or couriered out to them correctly
- Making sure that any of the cheques that need to be sent out to our clients or the funeral homes are put in envelops and dropped off to the mail room in a timely fashion
- Responsible for our remote printing, which is any correspondence for us to one of the above mentioned making sure that it gets printed and is has the correct content again getting ready and put in the mail or couriered in a timely fashion
- Assisted in our mail process and courier process of our policy certificates, which need to be sent to the clients, the funeral homes or to the agencies themselves
- Responsible for any of the mail form our clients from New Business applications and cheques being sent to pay for their preneed arrangements
- Making sure that our goal and expectations are met during a time when our leader is on vacation
- Act as a resource for other team members in the resolutions of escalated issues Assisted in training New Employee's and Current employees
- Assisted in writing some of our scripting, as well as some of our procedure flows as our department had no real outline or structure, when we first began
- Used as the Point of Contact for Questions and assistance on a normal basis
- Customer service is key and being able to provide sympathy and empathy to our callers
- My Own trainings and learnings that I needed to complete to meet client's expectations
- Keeping Workload management up to date if I am assisting another agent and going into project time in order to assist
- Working ECASE's while on calls or between calls
- Creating Relationships with our General Agent's and their administrators, Funeral homes as well as our clients
- Prioritizing the most important projects or reports which need to be completed on a specific time frame
- Time management is extremely crucial when I have acquired all the skills to perform the tasks
- Always assist in keeping the integrity of our client's/callers and maintaining a professional relationship
- Displays a positive attitude.
Supervisor/Team Lead
Startek Canada Inc
10.2008 - 06.2018
- Throughout my time at Startek I was in many different roles as well as many departments
- My Responsibilities included but not limited to coaching and development of my employees that were assigned to me as my team, this could vary from 15 – 20 individuals at a given time
- Responsible for coaching everyone for 30 minutes once a week
- I would create their coaching plan of what their focus was based on their behavioral performance from the previous week or month
- Perform quality assurance on each person 4 calls a month by listening to recorded calls, live listening to agents or side by sides
- Responsible for their payroll and make sure that their times were correct and that their pays were approved on time
- Also responsible for up training my team and making sure that each of them were of the understanding of what we had just trained on
- Floor support, answering questions and being available when needed for any type of support
- Responsible for Reporting my team's quality and their goals to my Manager, If they were not meeting expectation's I would need to put together a report and have a “Red Zone” meeting which could involve our site director, my manager or any of our manager's and potentially our client
- Responsible for keeping track of my team's attendance, and their responsibilities
- Potentially delivering corrective action to help with the betterment of the individual's behavior which is not meeting the expectations
- Taking escalations of the clients when the representatives have done all that they could do, and the clients were no satisfied with their attempts
- Interviewing and recruiting new employee's My own phone time and quality needed to be meeting the company's expectation which was 4 hours of phone time a month as well, having 2 calls monitored by our quality assurance team
- My Own trainings and learnings that I needed to complete to meet client's expectations
- Making sure and monitoring the queue's as well as the status's my team were in and making sure that our calls were being met and, see if the individual needed assistance
- Leading by example by coming into work every day and doing the best for myself, my team, my department, and the client
- Display a positive attitude.
Education
Hotel Restaurant Management -
St. Lawrence College
Kingston, OntarioBehavioral Science -
St. Lawrence College
Kingston, OntarioGeneral Arts & Sciences -
St. Lawrence College
Kingston, OntarioOSSD -
Resurrection Catholic Secondary School
Skills
- Quality Assurance
- Appointment Scheduling
- Data Entry
- Customer Service
- First Call Resolution
- Database Research
- Customer Relations
- Call Center Experience
- Project Management
- Documentation and Reporting
- Inbound Customer Service
- Complaint Handling
- Promotional Support
- Quality Control
- Regulatory Compliance
- Key Holder Experience
- Money Handling Abilities
- Work Prioritization
- Microsoft Office
- Calm and Professional Under Pressure
- Following Scripts
- Computer Skills
- Inbound Call Management
- Product Knowledge
- Customer Retention Strategies
- Relationship Building
Languages
English
Full Professional
Timeline
Customer Care Specialist
Assurant Life of Canada / TruStage Life of Canada
11.2019 - Current
Customer Service Associate II
Assurant Life of Canada
09.2018 - 11.2019
Key Holder/ Server/Bartender
Italia Canadian Club Kingston
12.2017 - 03.2020
Supervisor/Team Lead
Startek Canada Inc
10.2008 - 06.2018
Hotel Restaurant Management -
St. Lawrence College
Behavioral Science -
St. Lawrence College
General Arts & Sciences -
St. Lawrence College
OSSD -
Resurrection Catholic Secondary School
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