Jacqueline Ferrar, Flmi, Acs Email & Phone Number

Vaughan, On, Ca

Vaughan, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto

Led, developed and mentored a team of 12 who responded to written inquiries for both Life Insurance and Investment Products. Provided coaching on a constant basis, performed regular evaluations and handled escalations.- Responsible for team reaching SLA (Service Level Agreement) of 24 hours by changing our system of handling incoming emails and how emails are distributed amongst the team.- Led projects to help productivity and employee empowerment, including a 60-page New Hire Guide and several other procedural reference materials.

Toronto

Recruited, mentored and developed a team of 15. Responsible for Workforce Management best practices, including a TSF (Telephone Service Factor) of 70% daily, while performing regular evaluations and handling escalations.- Brought the team's quality average up 10% within first year.- Mentored new supervisors and team leaders in department.- Successfully helped promote several employees to specialist and other positions in the company- Led First Call Resolution project, which dramatically decreased repeat calls.- Organized team morale-building activities and groups such as the Social Committee and Employee of the Month.

Toronto

Answered phone and written inquiries for both Life Insurance and Investment Products from distributors, advisors and clients.- Was part of the inaugural 2-person Service Recovery team, handling a workload of 10-20 escalation cases per day. Prepared reports and presented cases to senior management on a regular basis, requiring the ability to handle stress, work efficiently and prioritize a large workload.- Consistently exceeded quality and productivity targets.

Paris Area, France

Brampton