Logan M. Email & Phone Number

Waterloo, On, Ca

Kitchener, Ontario, Canada

- Oversee and manage a team of Supervisors, Coaches and Customer Service Representatives- Coach, motivate, reward and assist with disciplinary actions as necessary- Discover talent and onboard new hires within the center - Ensure an open flow communication between agents, supervisors and management- Document and monitor agent attendance, performance and productivity on multiple formats- Prepare, assess and confirm accuracy of reports, as well as conduct employee briefings and meetings- Assure service level standards are met- Foster relationships between sales team and external clients within the Client Services department- Assist in the development and tracking of employee incentive programs- Completion of departmental duties/tasks in the absence of colleagues

Waterloo, Ontario, Canada

- Dealt professionally with highly sensitive personal information.- Assess various types of claims for eligibility of benefits and make decisions within service standards: assessment includes evaluation of medical documentation and contractual provisions and pursuing additional information if necessary.- Communicate with claimants, policyholders, lawyers, physicians and other departments by electronic mail, telephone, written correspondence and occasionally in person.- Handle difficult phone calls from agitated and sometimes hostile callers as a result of the decision to decline benefits.- Update information on claim-paying computer system.

Waterloo, Ontario, Canada

- Assisted customers with their inquiries about products, services, policies and claims (inbound calls).- Worked with customers to understand their needs and provide accurate information, with a strong focus on providing excellent customer service.- Sought opportunities to proactively provide clients with additional information on SLF products & services available to them (Experience in Sales).- Recognized numerous times for overall quality of service.

Waterloo, Ontario, Canada

- Provided direction and support to my team, including training, prioritizing tasks, and delegation.- Ensure company standards and goals are met.- Completed daily inventory review, daily reports, personnel screening and reviews for hiring.- Attend to member demands and provide quality service with efficient task management.

Waterloo, Ontario, Canada

- Provided direction and guidance to my team of up to 12-15 individuals, including prioritizing tasks and delegation to meet required deadlines.- Revenue Clerical training and daily safe balancing.- Ensure company standards and goals are met.- Complete daily inventory review, daily and monthly reports, along with health and safety requirements. - Attend to member inquiries and provide quality service with efficient task management.

St. Jacobs, Ontario

- Operation of Feeders, Crushers, Conveying systems and Dust Collectors.- Maintain crushing & screening equipment.- Conduct troubleshooting activities when problems arise.- Perform pre-operational checks, and operate equipment according to Safety Operating Procedures.- Cleaning and servicing all used equipment.