A business-minded sale profession who has profound experiences in Retail, Insurance, Finance industries
Overview
6
6
years of professional experience
1
1
Certification
Work History
Insurance Advisor
Royal Bank of Canada
Scarborough, Canada
06.2022 - Current
Provided insurance advice and solutions to clients based on their needs and ensure clients are charged premiums that correspond with risks
Exhibited a consistent, positive client experience with every conversation and resolve client concerns at the point of first-call, demonstrating the ability to connect through discussion and escalate as necessary
Completed personalized needs assessments and reviews by leveraging tools, resources, and calculators to demonstrate value and support advice recommendations
Demonstrated a solid understanding of regulatory risk when writing and updating new business policies
Applied critical thinking during client interactions in order to identify and analyze acceptable and unacceptable risks
Assistant Customer Service Manager
Linda Geng Insurance and Financial Service Inc - Desjardins
Markham, Canada
01.2021 - 02.2022
Managed the end-to-end delivery of marketing initiatives to address customer opportunities against tightly defined KPIs for Desjardins' product portfolio focused on driving spend, engagement, and changes to our customer value proposition
Established the execution of CRM strategy and execution to drive entrenchment and loyalty with our customers, post onboarding, using customer journey mapping to help guide thinking
Monitored programs to measure overall effectiveness, learnings, and make recommendations accordingly to ensure customer KPIs are met
Proactively identified opportunities to promote automation of digital messaging using marketing technology
Insurance Advisor
Linda Geng Insurance Inc
Markham, Canada
06.2019 - 12.2020
Developed and deepen client relationships with the use of Salesforce and other compliant customer tools
Contributed to and be accountable for the team sales success through the achievement of individual sales goals
Boosted external networks by capitalizing on market opportunities and referrals from approved centres of influence
Ensured customer satisfaction and offering advice that helps them make informed decisions
Customer Insights Analyst
MD Analytics
Vancouver, Canada
12.2018 - 05.2019
Analyzed and interpreted qualitative and quantitative data to create insights, formulate reports on conclusions of data analysis, and make recommendations to improve the Customer Experience
Built out reporting and dashboards in Tableau to support daily monitoring, deep dive into trends or changes, and prepare for new releases
Identified risks to Customer Experience based on data trends and escalate awareness
Proposed and implemented data/reporting infrastructure by creating datasets, connecting to the right data sources, and modelling data through SQL and Tableau to power critical dashboards
Established customers journey analysis and text analysis to address unusual trends and data/process anomalies using a wealth of data, e.g
Structured and unstructured consumer feedback, our internal metrics and KPIs
Education
Honours Bachelor of commerce -
York University
Skills
Salesforce
Outlook
Excel
Certification
RIBO (working in progress)
OTL
LLQP
OMVIC
Timeline
Insurance Advisor
Royal Bank of Canada
06.2022 - Current
Assistant Customer Service Manager
Linda Geng Insurance and Financial Service Inc - Desjardins
Customer Service Representative/Courier and Archiving at (RBC)Royal Bank Of Canada/Antigua Commercial BankCustomer Service Representative/Courier and Archiving at (RBC)Royal Bank Of Canada/Antigua Commercial Bank