Wayne Cheng Email & Phone Number

Toronto, Ontario, Canada

Responsible for managing the performance of the Guaranteed Asset Protection (GAP), Warranty and other specialty programs portfolio.Collaborate with Broker and Third Party Administrator partners on new product proposals and updates.Approve policy wordings, new rates or rate updates, and revisions to Contractual Liability Insurance Policies and Administrator Agreements.Identify, research and develop new business opportunities while maintaining and cultivating existing business relationships.Lead and mentor a team of specialists for the processing of monthly premium and claims bordereaux files.Act as a consultant for the Specialty Risk Claims unit by interpreting policy wordings to determine claims eligibility.Approve sponsorship applications for Restricted Insurance Agent licenses in certain provinces.Administration of the run-off surety business portfolio.Member of the Diversity, Equity and Inclusion Committee.

Toronto, Canada Area

Utilize project management and critical thinking skills to lead rate and product changes.Assist in the development and updating of underwriting guidelines, procedures and rate filings for Automobile insurance in Ontario, Alberta and Maritimes regions.Effective collaboration with internal stakeholders during the life cycle of specific projects and rate and product updates.Data mining using MicroStrategy in order to pull reports and interpret data.Conduct research and make recommendations for product or underwriting rule enhancements.Led and implemented several initiatives to understand, uncover and recommend measures to reduce claims in Ontario and Maritimes regions.

Lead, inspire and motivate a team of Personal Lines insurance brokers and unlicensed staff in the Whitby and Toronto, Ontario offices.Provide overall leadership, direction, performance management and strategic planning for three (3) customized insurance programs focused on inbound calls, outbound calls and web leads for Personal Lines insurance.Responsible for key performance indicators such as maintaining adequate Cost to Revenue Ratio, lead to quote ratio, and policy binding ratio.Research, analyze and prepare reports in order to support recommendations for procedural and insurance program enhancements.Liaise and collaborate with business partners to establish and execute plan to exceed service level goals.

Lead contact for all aspects of existing $2 MM book of business.Adhere to retention target of 89%.Client-centric focused approach to handling telephone and written inquiries by utilizing critical thinking, problem solving and superior communication skills. Resolve client concerns tactfully, with respect and clarity to ensure standards of service excellence are met.Assist in training new team members when requested.

Focused on product development, structure and the creation of Guaranteed Asset Protection (GAP) products and warranty programs.Presented proposals to insurance companies using loss ratio analysis, product description, sample wordings and suggesting premiums.Collaborate with Program Administrators on marketing, distribution and premium remittance. In 2005, created the first Ontario GAP product for automobiles, heavy trucks and recreational vehicles. In 2009, created and introduced the first Return to Invoice GAP Warranty Program.

Toronto, Ontario, Canada

Start-up organization specializing in the creation of a rental default guarantee product for tenants.Responsible for the following departments:Service - negotiated contract with outsourced call centre; created call-handling procedures and targets.Underwriting - created and implemented manual and procedures.Claims - ensure that claims representatives issue approved claims settlements within corporate standard of 30 days.Human Resources - ensure that corporate practices are adhered to; prepared and approved letters of employment; administered employee benefits program.Administration - responsible for the quality of work produced by administrative assistants.

Richmond Hill, Ontario, Canada

Responsible for the business development of sales staff in 5 Branches across Ontario.Implemented strategies that increased referral performance by 300%, increased closing ratio by 28%, increased productivity by 39% and increased percentage to plan/target from 64% in 2000 to 126% in 2002.Created and implemented new marketing initiatives.Conduct regular coaching sessions and performance meetings with staff and Branch Supervisors emphasizing positive practices and technical skill development.Created and implemented daily results assessment format.Responsible for formulating and achieving annual regional targets for direct reports.Responsible for hiring and training new staff.Assess, recommend and implement improvements and enhancements to all procedural and operational processes.Conduct underwriting reviews to ensure the quality of work.Researched and evaluated new call centre technology which led to its implementation.

Mississauga, Ontario, Canada

Responsible for assessing and ensuring agents deliver world-class customer service to all policyholders.Conducted regular coaching sessions and annual reviews for agents.Identified areas of development, provide mentoring and created action plan to reach objectives.Developed new call answering format which reduced talk time and thereby increased productivity by 20%.Designed and administered incentive programs, team building events and career path strategies.