• Client Relationship Management: Act as the primary point of contact for a portfolio of clients, building strong, trust-based relationships to understand their unique needs and provide personalized insurance advice.• Policy Administration: Oversee the entire insurance policy lifecycle, from initial inquiry and quotation to policy issuance, renewals, and amendments. Ensure accuracy in policy documentation and maintain up-to-date records.• Risk Assessment and Coverage Analysis: Collaborate with clients to assess their risk exposures and recommend appropriate coverage options. Provide expert advice on policy selection, ensuring clients are adequately protected.• Claims Support: Assist clients through the claims process, liaising with insurance carriers and advocating on their behalf to ensure prompt and fair resolution.• Business Development: Identify opportunities for cross-selling and upselling additional insurance products to meet clients’ evolving needs. Contribute to the growth of the brokerage by expanding the client base and increasing revenue.• Compliance and Regulatory Adherence: Ensure all client interactions and transactions comply with industry regulations and company policies. Stay updated on the latest insurance regulations and market trends to provide informed advice.• Team Collaboration: Work closely with underwriters, carriers, and internal teams to deliver seamless service to clients. Participate in team meetings and contribute to the development of strategies to enhance client satisfaction.

• Analyzed 10 project templates, including the Project Management Plan, Business Case, and Project Charter, to ensure compliance with Treasury Board policies;• Examined ~100 active projects with Shared Services Canada and reviewed their history to identify instances of non-compliance for review with the Senior Director.;• Monitor and track up to 20 actions and condition a week from an executive committee board and ensured records were maintained for audit purposes;• Analyzed current processes to develop new workflows to help optimize tasks within the team;• Provided a quality assurance review to directors for documentation reviewed by the Assistant Deputy Minister committee, ensuring that feedback was implemented before submission;• Developed and documented 11 new workflows to implement departmental change management initiatives with a focus on lean processes.

• Solely managed all staffing responsibilities, from recruitment, strategy development, and candidate screening to onboarding and continuous professional development, resulting in a cohesive sales team that consistently surpassed goals and ranked 2nd in the province within the Desjardins Network for commercial; personal lines and Life Insurance;• Negotiated individual employee compensation packages for 8 employees, effectively balancing salary and benefits based on their licensing levels, prior experience in customer service, and cold-calling. Additionally, established tiered pay scales for different positions to maintain equity and reward expertise;• Manage complaints related to claims for a book of business with over 500 clients and identify resources while dealing with claims (helped clients with housing and finding resources to ensure a safe environment);o Commended by Regional Director for mitigating complaints for over 50 claims as a result of the Derecho in the West End of Ottawa• Track sales activity and analyze reports to identify sales trends specific to the community. Utilized the information to develop, promote, and implement marketing plans and events with a budget of $40,000. As a result, the book of business, with existing and new clients, grew by approximately $100,000; • Coach 8 staff members to develop their skills and reach their personal development and sales goals aligned with business objectives;• Create, retain and grow a portfolio of strategic networking partnerships with the local businesses and within the community at large including building a qualified lead database over 500 warm leads for;• Developed and delivered training for staff members, including extensive preparation for licensing exams, agency processes, and skills development.

• Improved agency sales and efficiency through mentoring and coaching staff;• Developed and documented processes to help account representatives meet agency expectations and use time efficiently;• Developed a plan of action to meet objectives for corporate projects such as improving quality of information within policies;• Conduct training sessions for new and experienced insurance professionals on underwriting guidelines and agency processes.

• Maintained accuracy with client profiles and information for new clients as well as while updating existing client data for both Commercial, Personal and Life insurance accounts;• Conducted comprehensive financial needs analyses to assess client assets and future security, resulting in tailored recommendations for life insurance products, ensuring optimal protection and long-term financial assurance;• Keep clients informed of the status of their application and claims; Inform clients if any action in required (ie schedule appointment with nurses for assessments);• Exercised sensitivity to various cultural, ethnic and linguistic profiles in service to a diverse client base including discussion of personal matters required for Health insurance needs;• Collect information from clients and healthcare providers to assess eligibility for health product available to the client.

• Provided exceptional client service for personal and commercial insurance in pursuit of securing the right policy according to the client’s unique needs and discuss options to ensure clients were properly protected;• Utilized time management programs daily to promote effectiveness and manage many clients, assignment, and multiple demands that frequently changed;• Initiated cold call prospecting that led to multiple accounts; proactively alerted clients of new coverages; • Managed and executed collections processes for outstanding accounts, ensuring timely recovery of dues while maintaining positive client relationships;• Wrote and distributed email, correspondence memos, letters, faxes and forms• Organized and scheduled appointments using Office 365;• Facilitated payment of invoices due by sending bill reminders and contacting clients.

• Clarified process requirements following a thorough review of the Project Investment Proposal;• Managed data migration from obsolete tracking methods to newly acquired system;• Tracked project spending progress and objective and updated database accordingly;• Finalized project progress presentation decks submitted to the Treasury Board using Microsoft Excel and PowerPoint to collate project data and ensure content was up to date;• Restructured project forms to be cohesive with new structures and department objectives;• Led process creation, documentation, review and improvement activities within a new team created to streamline project processes.

• Executed recurring administrative tasks according to strict deadlines and adapted priorities without direct supervision according to changes in timelines and deliverables;• Manipulated electronic data processing equipment and software applications including Microsoft Word, Excel, PowerPoint, Outlook to create, input, verify and manage data;• Related successfully to all levels within the government: leading meetings for highest ranking department leaders, submission of reports to senior ministers, training and support for junior team members (colleagues, faculty and students), responding to queries in a professional manner, and possess the ability to work successfully both without direct supervision and within a team;• Took initiative to improve internal processes to increase efficiency including: creating an automated calendar to determine key dates and deadlines for ongoing departmental project management, creating a document transfer process cutting time to deliver by three working days weekly;• Reviewed and tracked related project planning and Government of Canada prioritization deliverables as well as organized and scheduled appointments for senior leaders;• Trained all new staff on internal processes, their assigned tasks, provided context for understanding the tasks, and use of programs essential to completing these tasks;• Assisted Senior Director (EX-02), managing complex calendars, coordinating high-level meetings, facilitating inter-departmental communications, and ensuring the executive's daily operations were efficient and aligned with departmental objective;• Planned meetings and kept detailed minutes and records in Microsoft Word and Excel;• Maintained strictest confidentiality according to protected data standards for each project.

• Independently supported and assisted sales for overall performance and customer service satisfaction;• Recognized for frequently going above and beyond in the provision of customer service:o Commended by VP for going above and beyond for customer service and received a handwritten letter from a client thanking me for great customer serviceo Received Customer Impact Award for providing simple and efficient service• Selected to lead companywide initiative promoting marketing for new business;• Foster and maintain existing business by acting as a consultant to ensure clients have suitable insurance that meets their personal needs;• Selected for national marketing project based on efficiencies and customer satisfaction;• Coached and trained representatives for onboarding and improvement of sales and customer service;• Recognized for exceeding monthly sales goals.

• Created a positive experience by greeting customers and ensuring high-quality products and service;• Led operations by opening and closing the cash register and operating debit machine;• Worked as part of a team to communicate stocking needs and maintain café cleanliness.

• Set an agenda to facilitate a productive conversation within a limited time frame;• Identified the problems and issues of conflict and led parties to determine a solution;• De-escalated volatile conversations between parties and maintained privacy concerns;• Created summary briefs for the court with details of the parties settlements;• Regularly attended court sessions to directly mediate disputes from filed cases, effectively bridging communication gaps between parties and facilitating mutually beneficial resolutions without the need for extended litigation;• Drafted and filed formal documentation to the court upon successful mediation, ensuring that resolutions reached between parties were accurately reflected and legally recognized, streamlining the court's administrative process;• Presented achieved mediation resolutions to judges, ensuring transparent communication and securing formal endorsements for the agreed-upon outcomes;• Ensure all parties are respectful creating a safe environment by creating guidelines.

• Maintained a sound knowledge of academic policies and regulations of the university;• Attended confidential case hearings dealing with violation of university policies;• Exemplified active listening techniques to communicate with students and de-escalate emotional instances during hearings;• Analyzed reports from campus officials to identify issues and apply to Carleton Students Rights and Responsibilities policy;• Listened to students accounts of situations and analyzed interactions;• Led peer to peer arbitration as an objective and neutral third party, establishing appropriate solutions while collaborating with other board members.

• Planned and led a weekly workshop on Legal Studies for up to 30 students, facilitating small and large group discussions for the Enriched Support Program;• Maintained understanding of university program requirements to help prepare students for success once they exited the Enriched Support Program;• Prepared activities to help students develop academic skills to succeed in university programs and to comprehend course material;• Kept up to date attendance records in Excel and met weekly deadlines;• Received and provided feedback meet external performance objectives;• Analyzed feedback from supervisors to meet external performance objectives;• Exhibited strong leadership in facilitating discussions with diverse students with a sensitivity to various cultural, ethnic and linguistic profiles.

• Provided tools for success to first and second-year students by sharing information on services and tips to establish a support system;• Coordinated meetings with students to discuss goals and instructors to review student issues;• Met with Instructor once a week to review student issues, set goals to address them;• Accredited by Instructor for engagement with new mentors for group discussions.