Raymond Lee Email & Phone Number

Toronto, ON, CA

Markham, Ontario, CA

Markham, Ontario, CA

• Leverage customer research (NPS, usability testing, customer journey testing) to provide meaningful insights for actionable business objectives and drive customer strategies in the direct-to-consumer insurance market
• Leading cross-functional projects with business partners to build seamless customer journeys, identify areas of opportunity to transform the customer experience at different interaction points along the customer.
• Analyze and develop a deep understanding of the digital direct-to-consumer insurance market and competitor capabilities – Shared findings and leveraged competitive intelligence in strategic business decisions and.
• Analyze the customer experience across the customer journey on an aggregate-level, creating customer journey maps to identify pain points and areas of opportunity for different identified customer segments to drive.

Markham, Ontario, CA

• Collaborated with cross-functional teams on change transformation initiatives in customer operations to assess current state of customer experience, identified friction points and opportunities to create more efficient.
• Led the end-to-end customer journey mapping initiative to assess current state, identified pain points and opportunities across the customer lifecycle for both direct-to-consumer and broker distribution channels and.
• Analyzed and synthesized operational metrics, industry and competitor data, customer complaints and feedback to identify strategic opportunities for improvement of customer experience and operational efficiencies
• Performed customer quality assurance reviews with operations leaders through call calibration exercises to identify friction points along the journey and collaborate on solutions to improve the end-to-end customer.

Guelph, ON, CA

• Built strong relationships with customers by understanding their P&C, commercial, life insurance and investment needs, while adhering to underwriting guidelines and provincial regulations, educated customers and.
• Reviewed five percent of the agency’s customer profile annually to identify changes in insurance and investment needs and propose product options to meet growing customer needs
• Trained and coached newly hired agents to ensure consistent product knowledge, service standards and establishment of long-term relationships to grow a profitable agency
• Responded to client questions and concerns, resolve customer complaints and escalated issues accordingly

Toronto, Ontario, CA

• Fulfilled customer requests through electronic banking channels to ensure optimal customer service
• Effectively reviewed customer applications that were prepared by employees in order to ensure the completeness, accuracy, and efficiency of the application process
• Actively identified opportunities to assess business processes and develop continuous improvement methodologies in order to improve operational effectiveness and efficiencies
• Demonstrated versatility within the work place by learning new roles and responsibilities while remaining committed to my current tasks
• Trained newly hired employees and encouraged a positive learning environment while demonstrating knowledge of business process

Framingham, MA, US

• Developed product merchandizing techniques and strategies in order to exceed store revenue targets —exceeded previous year’s total Q3 sales by 6%
• Identified customers’ needs, educated and proposed solutions to promote outstanding service provision
• Administered store's payroll to ensure timely and accurate staff compensation
• Led customer satisfaction initiatives through the use of customer interaction and surveys in order to identify areas of strengths and weaknesses within the store
• Reviewed applications and conducted interviews in order to hire motivated and skilled employees
• Resolved customer complaints efficiently and appropriately in order to maintain a high standard of customer service and satisfaction