Nicolle O'Connor Email & Phone Number

Edmonton, Ab, Ca

Sherwood Park, Alberta, Canada

•Driving KPIs at the individual and team level (volume, upsell, close rate etc.)•Coaching and motivating a team of associates to improve customer loyalty and satisfaction•Improving processes to maintain the highest level of customer satisfaction and accuracy•Development of Inside Sales professionals, specifically around call management, quality,and Customer Engagement.•Liaising with various departments to ensure our client requests are met and best in classexperience is achieved.•Monitor key benchmarks to measure the impact of various sales initiatives.•Analyze, review, and report on effectiveness of campaigns in an effort to maximize results•Develop, recommend and implement new strategies to attain and improve sales, salesproductivity/efficiency, and quality measures across multiple domains and call types•Support training program, scripting and positioning for best practice customer interactions.•Monitor, analyze, and report weekly results while managing the overall performance of theteam•Perform ad-hoc analysis and intervention to drive towards targets, particularly with newproduct introductions, cross selling, and other paradigm changes•Developing and implementing initiatives to support strategic goals

Edmonton, Alberta, Canada

•Execute on annual business plan in order to exceed targets and maximize every opportunity for growth.•Assess local market and identify current and prospective opportunities to obtain new clients.•Inspire my team to excellence in order to deliver a memorable client experience.•Actively participate in both the business and industry communities to build a network of contacts that improve the presence and reputation of the branch and organization.•Ensure high employee engagement through recruiting, talent management, development, and career planning.•Provide a positive work environment that attracts, retains and motivates talent.•Support my team of talent to achieve their highest performance potential.•Identify and develop future leadership talent (Supervisors, Leads, Managers).•Monitor profit & loss statements and take appropriate corrective action when necessary to ensure targets are met.

Sherwood Park, Alberta, Canada

•Driving KPIs at the individual and team level (volume, upsell, close rate etc.)•Coaching and motivating a team of associates to improve customer loyalty and satisfaction•Improving processes to maintain the highest level of customer satisfaction and accuracy•Development of Inside Sales professionals, specifically around call management, quality,and Customer Engagement.•Liaising with various departments to ensure our client requests are met and best in classexperience is achieved.•Monitor key benchmarks to measure the impact of various sales initiatives.•Analyze, review, and report on effectiveness of campaigns in an effort to maximize results•Develop, recommend and implement new strategies to attain and improve sales, salesproductivity/efficiency, and quality measures across multiple domains and call types•Support training program, scripting and positioning for best practice customer interactions.•Monitor, analyze, and report weekly results while managing the overall performance of theteam•Perform ad-hoc analysis and intervention to drive towards targets, particularly with newproduct introductions, cross selling, and other paradigm changes•Leading performance management and disciplinary discussions•Developing and implementing initiatives to promote team/morale building

Edmonton, Alberta, Canada

• Act as a liaison between numerous departments within the organization with a focus on the relationship between underwriting and agency• Actively help with the innovation of practices, procedures, and policies • Refine existing processes and procedures• Create and facilitate new advisor product training• Support the learning and development department• Support business operations and objectives • Role model desired behaviors (customer service, schedule adherence, professionalism)• Maintain an up to date expertise of company procedures• Maintain clear, open, and positive communication channels with various departments leadership

St Albert, Alberta, Canada

• Ensure targets are achieved and operate within agency budgets• Responsible for promoting the TYLF brand promise through actions and advisor development • Liaise and collaborate with various departments • Responsible for resolving member escalations • Create professional development plans with direct reports and support the progress (training, coaching, timely feedback, setting of SMART goals etc.)• Manage the day to day operations of the agency (ensuring stock and adequate materials are available etc.)

Edmonton, Alberta, Canada

• Responsible for promoting the TYLF brand promise through impactful member interactions• Develop, implement and support new member care initiatives with a strong focus on retention• Continually create and implement new processes and procedures to address business needs and support the organization strategic plan• Monitor and track the statistical performance of initiatives and advise of themes and individual performance • Liaise and collaborate with various departments within the organization to aide in the creation of processes and ensure consistency of procedures created adhere to company standards• Development and maintenance of the current member escalation process for the provincial contact center• Responsible for resolving member escalations brought forward through both the provincial contact center and the published dispute resolution process for the Insurance Agency• Support and act as a backup for the Complaint Liaison officer• Provide continuous coaching to staff working on member care initiatives and aide in their development• Effectively guide a remote team

Edmonton, Alberta, Canada

• Develop, support, coach and empower direct reports• Create and implement new processes and procedures• Effectively support remote direct reports• Support business operations and objectives (service levels, quality review process, net promoter scores) • Role model desired behaviors (customer service, schedule adherence, professionalism)• Escalated member requests and concerns• Maintain an up to date expertise of company procedures• Responsible for all aspects of employee lifecycle from on boarding through to the final stages of performance management• Actively help with the innovation of practices, procedures, and policies• Maintain clear, open, and positive communication channels within leadership group, departments, and advisors• Delegation

• Sale of Insurance products (Personal lines automobile and property, accident and sickness, and commercial automobile primarily)• Maintain knowledge on all insurance products available• Maintain a high level of customer service, with the ability to articulate to the client all information about existing and/or quoted policies and resolve any issues• Must be able to communicate and cooperate with other applicable departments and staff regarding policies (accounting, underwriting, other branches) and the resolution of any issues• Maintain constant and open communication with fellow agents and supervisors • Operation of insurance systems and input of data• Organization of all materials