Winnie Ma
Markham,Ontario
Summary
Hardworking, organized and more than 10 years' experience in insurance
Excellent problem-solving and time management abilities.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills.
Enhances customer experiences by understanding customer desires, ad providing customized solutions to build loyalty. Knowledgeable and dedicated customer service professional with extensive experience in insurance industry.
Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization.
Knowledgeable and dedicated customer service professional with extensive experience .
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments.
Overview
10
10
years of professional experience
Work History
Sales Support
The Co-operators
- Provided sales support for new and inactive customers, increasing sales volume [Number]%.
- Trained new Sales Support Staff members on best practices, improving overall department performance.
- Boosted sales productivity by streamlining sales support processes and implementing new tools.
- Mentored junior team members on best practices in technical sales support, fostering a culture of continuous learning and professional development.
- Managed a high-performance sales support team, ensuring seamless coordination between departments.
- Boosted customer satisfaction by providing timely and accurate sales support services.
- Provided exceptional sales support to field producers.
- Trained new Sales Support Representatives, enhancing team productivity and cohesion.
- Contributed to a positive work environment by mentoring junior team members and sharing best practices in technical sales support engineering.
Certified Senior Customer Care Agent
AllState
Markham, ON
02.2015 - Current
- Improved first-call resolution rates through thorough research of complex cases before escalating them to higher-level support teams.
- Adhered strictly to data protection guidelines, ensuring that the confidential information of customers was treated with utmost respect and diligence throughout all interactions.
- Provided empathetic assistance to distressed customers, demonstrating genuine concern for their needs and fostering brand loyalty.
- Mentored new hires on company policies, procedures, and best practices in providing exemplary customer support.
- Maintained up-to-date knowledge of products and services to effectively assist customers with their needs.
- Developed strong relationships with key accounts, leading to increased client retention rates.
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally.
- Managed high call volume while maintaining exceptional service quality for all customers.
- Contributed towards a positive working environment by actively supporting colleagues during busy periods or when faced with challenging situations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Education
Diploma - Business Administration
Seneca College
06.2010
High School Diploma -
R H King Academy
06.2007
Skills
Sales Support Knowledge
Languages
English
Chinese (Cantonese)
Timeline
Certified Senior Customer Care Agent
AllState
02.2015 - Current
Sales Support
The Co-operators
Diploma - Business Administration
Seneca College
High School Diploma -
R H King Academy