Heidi Mclaughlin Email & Phone Number

Markham, Ontario, Canada

- Review individual and group applications for automobile, property, marine and other insurance.- Evaluate new and renewal applications to determine insurance risks, insurance premiums, extent of insurance coverage, and other conditions of the insurance contract using rate, tables and other documents and reference materials; adjust premiums, coverage or risk itself to make acceptance of new and renewal applications possible- Approve sale and insurance policies and ensure compliance with government regulations- Provide recommendations on individual or group insurance plan designs- Provide underwriting advice and answer inquiries from internal and external clients/agents, consultants and other company personnel

- Support Management Team consisting of a Director, Managers and over 200 agents nationally. Assisted other stakeholders and producing new processes and improvements- Provides support to sales team by managing distribution and monitoring of sales leads- Ensure adequacy of sales related equipment or materials- Store and sort financial and non-financial data in electronic form and present reports- Handle the processing of new business packages and contract agreements with accuracy and timeliness for the internal sales team as well as oversee accuracy and compliance for each- Monitor the team's progress, identify shortcomings, and propose improvements- Assist in the preparation and organizing of promotional material, training material and communication updates- Assigned as the IS rep/champion to establish a standardized process for content in our business area- Facilitate new hire training for sales agents, training process updates- Ensure adherence to laws and policies- Assist with new hire setup including duties such as login ID, tracking, system setups, authorizing access to specific systems and arranging equipment orders

Markham, Ontario, Canada

- Providing customers with options and assistance who are in need of financial relief during COVID19 pandemic. - Review, discuss and process deferral option with eligible clients - Verify and submit requests to reissue SAHP (Stay At Home Payments)- Analyze and approve new business policy requests for One Month Down Payment- Prepare and provide ad hoc reporting for leadership team regarding deferral policies/requests

Markham, Ontario, Canada

- Promote client loyalty through building relationship during policy renewals and updates- Aid with policy quotes and sales for prospect clients- Educate clients on coverages and services while promoting features and benefits by providing personalized trusted advice- Provide overflow client support for provincial Allstate agencies - First point of contact for clients, responding to inquiries, policy changes, payments, and addressing concerns- Identify opportunities for upsell and cross sell of Allstate product lines- Responsible for achieving performance metrics (sales, quotas, and call targets)- Obtained team’s highest call quality score for October and Most Team Spirit in November.

Toronto, Canada Area

Responsibilities:• Provide actionable insights for 4 businesses and its stakeholders • Participate in road mapping sessions, sales meetings, period reviews and ad hoc meetings• Utilize data analytics and survey platforms to determine key drivers affecting customer satisfaction and website feedback. Including Qualtrics, InMoment, Survey Monkey• Identify customer pain points via sentiment through site intercept and post transactional surveys• Use customer feedback and data to translate, create and drive business objectives • Manage high alert communications regarding low scoring surveys, follow up with resolution from stores and stakeholders, and track customer resolutions in CX platforms.• Adhere to processes, procedures and codes of working practice that promote a comprehensive quality approach to service delivery. • Build, partner and maintain relationships with cross-functional teams across the business; ensuring that teams are in informed when applicable, develop assessments of key initiatives and opportunities; participates in customer resolution and follow through • Assess initiative's impact to the business based on data analysisExtracurricular:• Colleague Representative for the Health and Safety Committee• Member of the Social Committee• Contributed and participated in an Ambassador Program to improve colleague engagement surrounding On-boarding

Concord, On

Responsibilities:• Prepared and Analyzed Canada’s online customer service business numbers for our global counterparts including online sales, call volume, call drivers, service levels and productivity. • Provided Omni Channel with data reports and analysis; shared with stores and warehouses for monitoring and improvement.• Managed online Sales Orders, Promotion Analysis and Price Adjustment reports for ecommerce and Brick and Mortar Automated Ordering Systems.• Analyzed account information and provided call centre with optimal solutions• Maintained and addressed Social Media concerns• Acted as Executive Customer Relations Manager during the manager’s absence. • Created and maintained Communications, Knowledge Base and SOP scripts for both call centre and Executive Customer Relations Team • Managed and directed call center’s Quality Team; improved processes, agent quality management and focuses. • Involved with negotiations, research and budgets for new call center contracts and RFP’s. • Prepared and presented monthly forecasts on customer service and revenue changesAccomplishments:• Managed the Quality Team, and increased quality scores by 14%, which exceeded target by 4%.• Collaborated with various cross functional teams and drove current operational processes including Marketing, eCommerce, Merchandising and Store Operations. • Increased communication among teams and improved overall level of service.

Scarborough, On

Responsibilities:• Managed front line teams of 20-25 agents (union and non-union) and ensured productivity in Operational and performance are met. • Trained, developed and assisted front line employees at allocation on accounts to meet and exceed customer expectations, including support for suppliers and distributors• Facilitated Subject Matter Experts in providing assistance and support to New Hire Trainees, and coordinated classroom training• Facilitated return-to-work processes • Guided management teams on specifications and standard operational procedures and policies Accomplishments:• Implemented and conducted Consistency Quizzes which ensured agents were current with their knowledge base which enabled them to improve client satisfaction results.• Created new processes and curriculum for LNR New Hire Teams with TELUS Mobility., and successfully trained quality coaches, trainers and management professionals on the changes.

Scarborough, On

Responsibilities:• Provided support and coaching to frontline call center agents on a quality, productivity, and performance level• Participated in daily interaction with team managers; ensured alignment and provided feedback regarding team performance• Resolved issues and concerns that were escalated to the Office of the President and VP level. Accomplishments:• Selected as a Team lead for client surveys. Liaised between agents and Management teams; provided feedback and suggestions• Assisted in the creation of Text Message Surveys and managed the results regionally to monitor client experience on both a satisfaction and performance scale.

Scarborough, On

Responsibilities:• Liaised with internal operational groups to investigate and resolve complex client issues • Resolved client inquiries regarding activation, service, billing and equipmentAccomplishments:• Exceeded all targets and goals; promoted within 5 months.

Markham, On

Responsibilities:• Handled escalations from various departments, dealers, distributors and product care centers• Facilitated and supported technical support representatives• Liaised between management and staff• Supervised a staff consisting 9 dispatch clerks, IT specialists and unionized staff in both operational and purchasing departmentsAccomplishments:• Contributed to an investigation for Fraud; prevented further loss

Markham, On

Responsibilities:• Provided technical support across the United States for multiple product lines including printers, scanners and projectors on both Microsoft and Mac Operating Systems• This was a contract position with Spherion. Hired as full time by Epson America (Epson Connection in Canada) within 9 months, and promoted to Customer Relations.