Taysean Duncan
Toronto,Canada
Summary
Customer-focused insurance professional with nearly 9 years of experience in life, disability, and critical illness insurance, specializing in empathetic client support, accurate CRM record management, and eligibility screening. Skilled in guiding customers through sensitive financial and health-related conversations, resolving concerns with professionalism, and collaborating with advisors to ensure seamless insurance processes. Seeking to contribute strong communication, problem-solving, and organizational skills in a client service–oriented role with opportunities for growth and continued professional development.
Overview
12
12
years of professional experience
Work History
Lead Qualification Specialist
Specialty Life Insurance (INSURANCE SUPERMARKET INC.)
12.2019 - 05.2025
- Engaged with high-volume inbound and outbound leads sourced through paid channels and internal marketing, converting initial quote inquiries into qualified live consultations with licensed insurance agents.
- Handled real-time objection management, de-escalating resistance from clients who expressed disinterest or skepticism, and reframed conversations to emphasize the personalized value of speaking with an advisor.
- Conducted in-depth pre-qualification screening to assess client eligibility for life, disability, or critical illness insurance products based on age, health, and coverage preferences.
- Performed live conference call transfers, initiating and managing three-way calls between qualified prospects and agents to ensure seamless handoff and client rapport continuity.
- Reactivated “aged leads” by re-engaging dormant prospects who had inquired weeks, months, or even years prior, using CRM-driven outreach cadences and personalized follow-up strategies.
- Maintained and updated CRM records with meticulous accuracy, logging client interactions, appointment outcomes, objections, and call resolutions to optimize team performance tracking.
- Delivered empathetic, consultative communication while managing multiple lead sources, pipeline priorities, and performance targets within a high-pressure sales environment.
- Collaborated with agents and internal stakeholders to troubleshoot lead flow inefficiencies, escalating tech or data issues when necessary to protect conversion rates and improve customer satisfaction.
Appointment Setter
Specialty Life Insurance (INSURANCE SUPERMARKET INC.)
12.2016 - 12.2019
- Contacted inbound and outbound life insurance leads to book in-home consultations with external licensed brokers, overcoming objections and building urgency around the importance of personalized coverage.
- Reframed skeptical or hesitant inquiries into warm appointments by emphasizing the value of speaking to a licensed advisor face-to-face and explaining potential benefits tailored to each client.
- Conducted pre-screening to ensure leads met basic eligibility criteria (age, health, income) before booking, and captured preferred appointment times within available meeting windows.
- Reactivated dormant leads through strategic outreach, turning aged or disinterested contacts into high-converting appointments.
- Accurately logged appointment data, lead status, and client interactions in CRM tools, supporting downstream scheduling and field sales operations.
- Consistently met or exceeded daily appointment-setting goals, contributing to broker close rates and territory productivity.
Consumer Inside Sales Consultant
ROGERS
08.2016 - 10.2016
- Handled inbound calls from new and existing customers, providing personalized product recommendations based on client needs and current service usage.
- Educated customers on Rogers' bundled solutions, including internet, TV, wireless, and home phone packages, with a focus on maximizing value and convenience.
- Built rapport and trust quickly over the phone, addressing objections and tailoring offers to individual lifestyles, budgets, and preferences.
- Met and exceeded daily sales conversion targets and call quality metrics within a fast-paced, performance-driven contact center environment.
- Logged all sales interactions and customer feedback in CRM software to support campaign tracking, retention efforts, and upsell strategies.
- Contributed to team success by maintaining a positive call experience and upholding high standards for customer satisfaction and professionalism.
Produce Associate/Customer Service
WALMART
04.2014 - 09.2016
- Providing premier customer service, including greeting them and responding to questions
- Filling and rotating produce cases and dry tables
- Dynamically selling product by providing customers with information needed to make product-related decisions
- Breaking down pallets, separating produce for sales floor, cooler and/or back room prep area
- Processing and/or wrapping produce items prior to filling cases and dry tables
- Verifying ads, hanging current sale signs, and removing out-of-date sale signs
- Performing routine price changes on products
- Processing 'Value Added Items' for Produce Specialty section
- Operating pallet jack, scissor lift, baler, compactor and scrub machine
Telephone Interviewer
GREENWICH ASSOCIATES
03.2013 - 04.2014
- Perform outbound calls to customers of various banks and Toronto Hydro to conduct interviews.
- Consult with clients to identify survey needs and specific requirements, such as special samples.
- Prepare reports to provide answers in response to specific problems.
- Review, classify, and record survey data in preparation for computer analysis.
- Transmit information or documents to customers, via email computer and mail
- File and maintain records.
Education
Computer Engineer Technology -
HUMBER COLLEGE
High School Diploma - undefined
FATHER HENRY CARR SECONDARY SCHOOL
Skills
- Sales
- Insurance Process Knowledge
- Objection Handling & Client Persuasion
- CRM Management
- Customer Needs Analysis
- Appointment Setting & Pipeline Follow-Up
- Customer Service
- Documentation
- Communication & Problem-Solving
- Insurance Product Knowledge (Life, Disability, Critical Illness)
Timeline
Lead Qualification Specialist
Specialty Life Insurance (INSURANCE SUPERMARKET INC.)
12.2019 - 05.2025
Appointment Setter
Specialty Life Insurance (INSURANCE SUPERMARKET INC.)
12.2016 - 12.2019
Consumer Inside Sales Consultant
ROGERS
08.2016 - 10.2016
Produce Associate/Customer Service
WALMART
04.2014 - 09.2016
Telephone Interviewer
GREENWICH ASSOCIATES
03.2013 - 04.2014
High School Diploma - undefined
FATHER HENRY CARR SECONDARY SCHOOL
Computer Engineer Technology -
HUMBER COLLEGE