As a dedicated Team Leader at Zensurance, an innovative Insurance Technology-Forward Brokerage, I have had the privilege of overseeing a dynamic team of exceptional industry brokers. My role not only encompasses managing day-to-day operations but also extends to fostering their professional growth and ensuring that they consistently meet and exceed company deliverables.One of the most rewarding aspects of my position is the opportunity to coach and mentor my team members at Zensurance. I take great pride in guiding them towards achieving their full potential, whether through personalized development plans, ongoing training, or providing constructive feedback. By instilling a culture of continuous learning and empowerment, I've witnessed my team flourish, both individually and collectively.In addition to my responsibilities within the team, I actively participate in company-wide projects at Zensurance aimed at expanding our reach and enhancing our services. These projects have been instrumental in driving innovation within the insurance industry, and I am proud to have played a pivotal role in their success. Whether it's devising strategies for improving customer experiences or implementing cutting-edge technologies, I relish the opportunity to contribute to the growth and transformation of Zensurance.My specialization lies in the intricate realm of insurance, particularly in Professional Liability, Medical Malpractice, and Errors and Omissions at Zensurance. These domains require a deep understanding of the unique challenges and risks faced by professionals in various fields. Over the years, I have honed my expertise in these areas, enabling me to provide tailored solutions that offer comprehensive coverage and peace of mind to our clients at Zensurance. My commitment to staying at the forefront of industry trends ensures that I can consistently provide the best possible guidance and support.

As a Senior Account Manager my role entails handling complex policies of high net worth clientele. I provide coverage recommendations, fill in gaps of insurance, cross-sell and upsell policies required for meeting clients contractual needs.My expertise range from providing coverage advice to individuals who own businesses in the following industries; Medical Facilities, Healthcare Practitioners, Sports and Recreation, Hospitality, Property Managers, Professionally Designated Business Owners (CPA/CFA/PMP/Paralegals), Consultants, and IT Professionals, and Construction Parallel to my work, I support a team of individuals who are inquiring about coverages pertaining to files they are working on and coach and develop my peers to understand complex wordings, exclusions and subjectivities of multiple insurance partners. In addition, I handle escalated accounts with coverage gaps and customer service related concerns. I am also involved in multiple projects pertaining to automation of broker related admin work and currently striding to make efficiencies in all metrics brokers are measured for in the Account Management Team. My role overall as a senior is diverse and has many facets to where I am needed for knowledge and coaching or development of others.

My current scope of work surrounds in identifying new business possibilities among existing customers in the Medical Malpractice Line of Business, and ensuring all high net worth clients are given top tier service. My line of expertise revolves around General Liability, Errors and Omissions Liability, Medical Malpractice Liability, and Professional Liability Insurance policies.I continue to implement process efficiencies in the scope of process development amongst the entire Account Management Team. I work on methods of retaining existing clientele and creating solutions for clients as their business needs change. While maintaining great relationships with underwriting partners; I assist in filling coverage gaps, complex and non-complex endorsements, and re-marketing insurance policies. From a brokers perspective I am an advocate for clients in the claims process and specifically work on policy discrepancies and issues that may arise due to underinsured clientele. It is my advice and recommendations that are implemented post a claims scenarios to fill any gaps in coverage and ensure that full coverage is provided to clients and that they understand their needs.

Currently I work as a Claims and Escalations subject matter expert or analyst, in my role I create, implement, assist, and project manage all claims related tasks and issues. I handle Zensurance escalations for all large accounts while collaborating with my colleagues on all escalated files pertaining to high valued clients. I am actively engaged in the onboarding training pertaining to all claims and billing related matters. In addition I work in improving process flows and system troubleshooting with Salesforce. I am also a support personnel in all vertical spaces of Zensurance; Contractors, Property and Hospitality, Medical Malpractice, and Professional Lines. I assist in all tasks related to account management, cross-selling, and claim knowledge basis.Lastly, I am an expert in all billing related matters; working directly alongside the finance team I act as a first line of response for the financial team. My role involves engaging with clients on all policy related inquiries such as; accounts receivable and payable, new business records, payment of agreements, notice of acceptances, payment cancellations, policy arrears, and miscellaneous financial needs on broker-end of the business. Overall I am in a unique role with my hands in Underwriting, Account Management, Claims, Customer Success, and Finance.

Investigated fraudulent or without prejudice claims that were in question by Wawanesa for further discoveries and investigation for legal or coverage matters. Ensured that staged and fraudulent physical damage and accident benefit claims are recognized at an early stage in the claim cycle to ensure that innocent parties; whether our insured or third-party insurers, receive the appropriate coverages.Drafted documentation that ensures denials are sent in a timely manner such as no coverage letters, reservation of rights, without prejudice letters, mitigation of loss letters, subrogation letters, and litigation proceeding letters.Lastly, I handled claims with fraudulent vendors and mitigated costs to the company and ensured that innocent customers receive the appropriate services and coverages they deserve by referring to preferred vendors.

Investigating circumstances surrounding insurance claims by; taking statements, consulting with claimants, accident witnesses, doctors and other relevant individuals and examine records or reports. Verifying the validity of insurance policies and coverages to ensure claimants receive their entitlements. Determine amount of loss or damages covered by insurance policies and based on this negotiating a settlement of claims.

I worked with the Training and Recruitment Coordinator of the Toronto Contact Centre, primarily training Market Research Associates. I conducted and assisted in training over 500 people in the organization on a yearly basis, and took part in the organizations decision of training employees to better their skills. In addition, I conducted yearly needs analysis to identify and met the gaps our department can improve on by using and analyzing internal metrics. I managed in obtaining market research information from the general public for large organizations such as HOOPP, TTC, Government of Canada, and many more clients. My empathetic and personable approach was used to obtain market research information relayed over to these clients by the senior leadership team.

Monitored and provided Market Research Associates with constructive feedback according to Market Research Development Intelligence Association (MRIA) standards.Filed and kept records of employees quality to ensure it helped their growth in the future. In addition, I performance managed and set goals with employees to improve their call quality and productivity, which lead them in becoming top performing employees.