Cathy Cooper Email & Phone Number

Vancouver, Bc, Ca

The main responsibility of my current job is providing outstanding customer service to all customers, both face to face and via phone. To ensure customers have a positive, empowering experience, I use the many years experience I have in; -paying great attention to detail -ask customers open ended questions -excellent listening skills -multitasking -ability to retain new product knowledge regularly

Richmond, Bc

Vancouver, British Columbia, Canada

Richmond, B.C.

I have recently been part of implementing a new call centre/team with OpenRoad Auto Group. I played an active roll in integrating Customer Satisfaction, Customer Retention and repeat sales into one proactive Customer Care Centre. - I maintained CRM (Dealer Socket)and utilized function specific filters to ensure all customer contact information was accurate. Our team also maintained personal online schedules to ensure future consistant customer contact. I scheduled manager and product advisor appointments in Dealer Socket as well as coordinating my sales appointments with our service department. This ensured customer satisfaction with seamless, prompt, uninterrupted service as well as inter-departmental confidence that only comes with teamwork.- I searched through a sales targeted database (AutoAlert) daily to determine the existing customers that would benefit in upgrading their current vehicle. I used the same database to contact service customers to determine if they would consider selling their vehicle to supplement pre-owned inventory. AutoAlert finds your sales and service targets for you! The team atmosphere of this call centre, just made it all that much more positive in learning the finer aspects of AutoAlert. Being surrounded by a team of peers who have a few skills other than your own is an amazing learning tool that EVERYONE should take advantage of. Sure, a team doing the same work to a degree should have some basic skills in common but the more skills they have individually, the more diverse they are, the more they can provide the customer & the more this team will be able to accomplish my only true objective...exceeding my customer's expectations!!!!!

North Vancouver, B.C.

-Claims investigation, -obtaining relevant claim documentation/forms, -Obtain scene documentation & photos if required, -obtain damage estimates, -set accurate reserves, make timely claim payments to claimants & vendors, -negotiate & settle liability with legal counsel, third party insurers and customers review policy wording accurately determine available coverage for loss, -investigate & settle contentious and disputed claims, settle property damage claims with property owners, insurers, municipalities, utility companies and self-insureds,settle commercial claims involving material loss & loss of revenue. -work with insureds needing access to their Accident Benefits due to claim related injuries.-accurately identify any potential breach situations-participate in Examination for Discovery meetings as well as Small Claims Court actions. I am lucky enough to have obtained over 20 years of invaluable experience with ICBC. Not only did I acquire a broad knowledge base on mandatory and optional auto insurance, I also learned things about human nature & customer service trends that just cannot be learned in a classroom.

World Host, Customer Relations

Level 1 Occupational First Aid, Worksafe Occupational First Aid

Claims Adjustertrainee Program, Insurance Claims, Auto

This trainee program must be successfully completed by all Claims Adjuster new hires within 24 months of being hired. The "Trainee".

General Insurance Certificate, Insurance

This certificate provides the equivalent of 2 courses towards a CIP designation.

Marketing

Took "Marketing 1112 - Customer Relations" course. This course focussed on the importance of customer service as being a survival skill..

Auto Insurance 1 (C14), Bodily Injury (C32), Insurance

I have taken two courses so far towards my CIP designation and now plan on working towards completing the designation as I have more time.