Sales and Service Broker with Hub International's Personal Lines Auto Team

• Senior operations leader for client service team, contracted for multi-channel support for 500+ businesses seeking web-based payment solutions• Managed 15-person multi-role FTE, responsible for payroll, performance, development• Reached top performance targets and greatest profitability ratio within PayPal• Designed new roles, lead recruitment initiatives, developed trainings and workshops to fast-track advancement and reached the highest progression ratio at Hyperwallet globally• Lead and implemented internal projects such as development of internal KPI targets, process improvements and global business employee engagement strategy

Lead team of Commercial lines underwriters and assistants to provide superior broker and client support, managing B2B relationships and improving customer experienceSpecialized in managing profitability for small businesses line, contractual service level agreements and addressing escalated or high value approvals

• Call Quality manager for Western Region (BC and AB) for inbound direct sales agency• Successfully able to exceed regional and national targets by utilizing strategic audits• Highlights include in 2018 National project lead paperless optimization

• Managed team of 12 Insurance sales associates, front line underwriting and service• Responsible for team and contact center performance initiatives, coaching and development, payroll and performance management

Working within the sales department, with a focus on operational efficiency, quality and employee engagement.