TATIANA LIMA SANTANA
Mississauga
Summary
Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.
Overview
5
5
years of professional experience
Work History
Account Manager
Patricia Velasco Ins. & Fin. Services - Desjardins
04.2022 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Developed comprehensive financial plans for clients, ensuring proper coverage and security for their families.
- Expanded referral network through strong relationship-building with industry professionals, leading to increased business opportunities.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Licensed Insurance Representative
Co Operators
11.2021 - 01.2022
- Sale, service, and profitable growth of personal lines insurance products
- Advised and recommend coverages and policies that best meet client needs
- Prospected and cross-sell by identifying and recommending additional products/services that benefit clients
- Completed front-line risk assessment and selection following underwriting guidelines.
Insurance Advisor
Carlos Soares Insurance Inc, Co Operators
11.2020 - 11.2021
- Sale, service, and profitable growth of personal lines insurance products
- Advised and recommend coverages and policies that best meet client needs
- Prospected and cross-sell by identifying and recommending additional products/services that benefit clients
- Completed front-line risk assessment and selection following underwriting guidelines
- Identified which risks require inspections and re-inspections
- Achieved individual goals for client service, sales, quality, and productivity
- Supported programs to build multi-client relationships
- Responded to client questions and concerns, resolve customer complaints and escalate issues appropriately
Easyline Specialist- Temporarily Assignment
TD Bank
03.2020 - 10.2020
- Demonstrate excellent product and service knowledge by asking effective questions and meeting customer’s needs while protecting Bank from risk
- Managed over 50 customer calls per day
- Contribute to an engaging and focused culture while delivering business results
- Execute role in specific areas of responsibility while demonstrating quality work, focus, customer problem solving
- Demonstrate superior communication and listening skills
- Assist the team by collaborating with coworkers and helping them to develop their skills
Customer Experience Associate
TD Bank
01.2020 - 03.2020
- Understand and determine customer needs to recommend solutions specifically to those needs while exercising discretion in confidential matters
- Processed financial transactions like deposits, withdrawals and bill payments as per standardized operating procedures, industry regulations and TD's Code of Conduct and Ethics
- Connected personally with customers to advise them appropriately and clearly on banking solutions and processes
- Responded and resolved customers' concerns using standard procedures and escalating non-standard activities, as necessary
Guest Service Representative
CN Tower
04.2019 - 09.2019
- Demonstrated superior communication and listening skills
- Interacted with visitors and ensure entertaining visitation
- Delivered a professional image to guest; act as ambassador of the CN Tower, and Toronto
Education
Diploma - Business Marketing
Seneca College of Applied Arts And Technology
Toronto, ON2020
Skills
- Time Management
- Relationship Building
- Upselling and Cross-selling
- Product and Service Sales
- Customer Service-Oriented
- Decision Making
- Team Cooperation
- Reliable and Responsible
- Needs analysis
- Schedule Management
- Data Interpretation
- Sales Support
Additional Information
- OTL (Other than Life) - Financial Services Regulatory Authority of Ontario (FSRA)
- LLQP
Timeline
Account Manager
Patricia Velasco Ins. & Fin. Services - Desjardins
04.2022 - Current
Licensed Insurance Representative
Co Operators
11.2021 - 01.2022
Insurance Advisor
Carlos Soares Insurance Inc, Co Operators
11.2020 - 11.2021
Easyline Specialist- Temporarily Assignment
TD Bank
03.2020 - 10.2020
Customer Experience Associate
TD Bank
01.2020 - 03.2020
Guest Service Representative
CN Tower
04.2019 - 09.2019
Diploma - Business Marketing
Seneca College of Applied Arts And Technology
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