Uwakmfon Kristine Eyo

Intact Insurance Remote - Toronto, ON

● Handled a high volume of inbound calls processing payments, refunds and cancellations as per client request on their home/auto insurance policy.

● Reviewed policy files daily and occasionally placed outbound calls to resolve escalated cases and close trouble tickets.

● Updated client’s banking information, amended payment schedules to help clients set up a suitable billing arrangement.

● Investigated account discrepancies and analyzed account history to determine the most appropriate solution.

● Navigated multiple software and applications to access the client's profile and carry out tasks, following prescribed work flows and aiming to meet key performance metrics.

● Handled a high volume of inbound calls from the public to schedule COVID-19 vaccination appointments, occasionally making outbound calls for outreach purposes.

● Accessed client’s profile using Salesforce and used knowledge base materials with other tools provided to direct clients, resolve issues and answer all inquiries.

● Stayed up to date with the Ministry of Health’s announcements to give clients accurate information and update workflows as required.

● Followed the designated scripts and client verification steps, adhering to strict confidentiality procedures for the handling of private information.

• Managed daily store operations, ensuring efficient processes, accurate record-keeping, and adherence to company policies.
• Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
• Improved customer satisfaction ratings through excellent service, timely problem resolution, and effective communication.
• Hired, trained and retained high quality team members.