Mark Henderson Email & Phone Number

Vancouver, British Columbia, Canada

Greater Vancouver, British Columbia, Canada

Duties• Maintained data entry of all files associated with Underwriter's book of business with combinedpremium values over $5M.• Examined submitted client data for preliminary risk assessments• Answered inquiries from Broker partners on behalf of Underwriter• Generated, reviewed for accuracy and issued Insurance documents to Broker partners• Handled minor changes to policies with Broker partners (called endorsements)• Collaborated with external Risk Engineering to facilitate proper inspections of risk• Maintained weekly status report meetings with Underwriting teamAccomplishments• Once was involved in the sale of a single policy containing premium exceeding $1M• Received numerous accolades and discretionary bonuses for my work• Tapped to travel to head to Toronto head office to receive additional training• Ended up the resident expert at several of the virtual tools we used on a regular basis

Greater Vancouver, British Columbia, Canada

Duties• Answered primarily telephone calls from clients and providers regarding their Group Health/DentalInsurance policies and claims• Referenced policy coding information to determine eligibility on client's behalf• Monitored claims and liaison between departments to resolve issues• Maintained excellent metrics; satisfaction, quality and productivity• Careful documentation of contents of each interaction on customer file, including complaintsAccomplishments• Sought out cross training opportunities and was fluent in resolving concerns from all lines of business:health, dental, life and travel• Transitioned to a full time Claims Examiner towards the end of my tenure• One month I had 3 times the productivity target expected of me

Greater Vancouver, British Columbia, Canada

Duties• Answered phone calls and live chat inquiries from customers in the Retention department• Listen to customer complaints carefully and try to come to an amicable resolution to save the customerfrom leaving• Excellent metrics; productivity, satisfaction, quality and retention scores• Sales of mobile phones, plans and accessories where applicableAchievements• During the Winter holiday season; managed to break $1k in commission for one month.

Greater Vancouver, British Columbia, Canada

Duties• Examined and resolved activity on eBay that may or may not violate the rules for the marketplace for a group of customers called "Powersellers" (VIPs). This included but was not limited to:1. objectionable material2. banned items3. fraud4. stolen identities and accounts5. manipulation of the search engine• As clients were VIP, each action taken (removing auctions, banning accounts, etc) required a personalized conversation with them to explain the circumstances that led to the action being taken.• Maintained excellent metric scores: productivity, satisfaction and quality.Accomplishments• Was tapped to participate in the newly formed "Top Buyer" program. Previously there was no VIP program for the buyer side of things so only the best of the best was selected to participate.• Received numerous awards and monetary bonuses including stock options