Susie Bonora
Ancaster,ON
Summary
Experienced leader with strong background in guiding teams, managing projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
34
34
years of professional experience
Work History
Client Services Manager
DCM
05.2016 - 11.2024
- Managed team of 12 Client Production Specialists
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Collaborated with cross-functional teams to ensure timely delivery of projects, meeting or exceeding client expectations.
- Developed new employees and on-going performance assessment of current employees.
- Mentored departmental team, boosting efficiency, success and morale among employees.
- Streamlined internal processes for improved efficiency in handling client requests and managing daily operations.
- Established open lines of communication among team members through regular meetings that fostered collaboration towards shared goals.
- Established performance and service goals and held associates accountable for individual performance.
Sales Associate
RR Donnelley (now DCM)
05.2015 - 05.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information while fostering positive service experience.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Management of weekly & monthly client reporting. Analyze results and provide client feedback.
Project Coordinator
Travelers Canada (Formerly Dominion of Canada)
02.2012 - 11.2014
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Active involvement with collection of project requirements with business teams.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Created, implemented and managed a business resource tracking tool used by management team to effectively and efficiently assign require resource allocations to companywide projects.
Customer Service Representative (Call Center)
Travelers Canada (formerly Dominion of Canada)
02.2011 - 02.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Various Roles
RSA Group
08.1990 - 11.2007
- Information Business Analyst (July 2002 - November 2007)
- Senior U/W & Personal Lines Portfolio Consultant (February 2000 - April 2001)
- Personal Lines Property Trainer (May 1998 - February 2000)
- Customer Consultant (Call Center) (June 1996 - May 1998)
- Personal Lines Underwriter (August 1994 - June 1996)
- Marketing Assistant (August 1990 - August 1994)
Education
College Diploma - Business Administration
Sheridan College Institute of Technology And Advanced Learning
Oakville, NoneChartered Insurance Professional - Insurance
Insurance Institute of Canada
Toronto, ONSkills
- Team development
- Strong leadership
- Project facilitation
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Organizational skills
- Decision-making
- Relationship building
- Self motivation
- Analytical thinking
Timeline
Client Services Manager
DCM
05.2016 - 11.2024
Sales Associate
RR Donnelley (now DCM)
05.2015 - 05.2016
Project Coordinator
Travelers Canada (Formerly Dominion of Canada)
02.2012 - 11.2014
Customer Service Representative (Call Center)
Travelers Canada (formerly Dominion of Canada)
02.2011 - 02.2012
Various Roles
RSA Group
08.1990 - 11.2007
College Diploma - Business Administration
Sheridan College Institute of Technology And Advanced Learning
Chartered Insurance Professional - Insurance
Insurance Institute of Canada
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