Toni Graci
Kitchener
Summary
Accomplished leader with a proven track record at Gore Mutual Insurance, adept in enhancing operational efficiency and fostering strong customer relationships. Leveraged underwriting expertise and innovative leadership to drive team performance and improve underwriting processes. Known for critical thinking and decision-making skills, significantly contributing to organizational growth.
Overview
29
29
years of professional experience
Work History
Manager, Operations Center of Excellance
Gore Mutual Insurance
03.2024 - Current
- Developed and maintained third party vendor relationships with suppliers through account development.
- Maximized performance by monitoring daily activities of vendor partners
- Implemented rigorous quality control procedures to ensure adherence to company policies
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
Underwriting Manager
Gore Mutual Insurance
05.2023 - 03.2024
- Built strong relationships with brokers providing exceptional customer service while negotiating policy terms effectively.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Served as the primary point of contact for escalated customer concerns, utilizing problem-solving skills to reach satisfactory resolutions.
- Improved underwriting performance by streamlining processes and implementing best practices.
Operations Manager, National Contact Center
Gore Mutual Insurance
07.2021 - 05.2023
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Collaborated with other professionals to develop innovative underwriting solutions.
Manager, Regional Undewriting
Gore Mutual Insurance
08.2017 - 07.2021
- Built strong relationships with brokers, providing exceptional customer service while negotiating policy terms effectively.
- Collaborated with sales teams to drive profitable growth and maintain strong relationships with key brokers.
- Reviewed underwriting performance to identify weaknesses and provide recommendations for improvement.
- Monitored underwriting teams' performance and provided mentoring to achieve personal and department production goals.
Peronsal Lines Supervisor
Gore Mutual Insurance
08.2013 - 08.2017
- Mentored junior team members, fostering a positive work environment and promoting professional growth opportunities.
- Enhanced underwriting efficiency by streamlining processes.
- Evaluated employee performance regularly, providing constructive feedback to foster continuous improvement within the department.
Personal Lines Insurance Manager
Cowan Insurance Group
07.2003 - 08.2013
- Oversaw day-to-day operations of the insurance department, making strategic decisions regarding staffing levels, resource allocation, budgeting, and growth opportunities.
- Developed and implemented successful sales strategies for increased revenue and market share in the insurance sector.
- Conducted regular performance evaluations for staff members, offering constructive feedback and identifying areas for professional development opportunities.
Branch Manager
Belair Direct
03.1999 - 08.2022
- Collaborated with senior leadership on strategic planning initiatives to align branch objectives with corporate goals.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Ensured regulatory compliance through diligent adherence to industry standards, guidelines, and company policies.
Sales Agent
Belair Direct
03.1996 - 03.1999
- Developed strong relationships with clients through excellent customer service and regular followups.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
Education
Bachelor of Arts - English
University of Waterloo
Waterloo, None06-1995
Skills
- Team management
- Operational efficiency
- Underwriting
- Strong leadership
- Decision-making
- Critical thinking
Timeline
Manager, Operations Center of Excellance
Gore Mutual Insurance
03.2024 - Current
Underwriting Manager
Gore Mutual Insurance
05.2023 - 03.2024
Operations Manager, National Contact Center
Gore Mutual Insurance
07.2021 - 05.2023
Manager, Regional Undewriting
Gore Mutual Insurance
08.2017 - 07.2021
Peronsal Lines Supervisor
Gore Mutual Insurance
08.2013 - 08.2017
Personal Lines Insurance Manager
Cowan Insurance Group
07.2003 - 08.2013
Branch Manager
Belair Direct
03.1999 - 08.2022
Sales Agent
Belair Direct
03.1996 - 03.1999
Bachelor of Arts - English
University of Waterloo
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