Team Manager
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Coached, mentored, and led a team of 25 licensed insurance advisors, driving them to exceed key business KPIs, including sales performance, compliance excellence, and the Legendary Experience Indicator.
Successfully spearheaded the launch of a digital transformation project, "CCAAS," managing it from scoping to execution. This initiative enhanced efficiency across insurance contact centers, improving key metrics (average handle time, hold, and wrap-up) by 8-10%.
Proactively engaged with clients to gather feedback on advisor interactions and policy reviews, leveraging insights to develop strategic recommendations. These efforts resulted in client engagement surveys exceeding the 70% target.
Designed and facilitated quarterly, week-long workshops for 120-150 insurance advisors and senior leaders across Ontario in F’23 & F’24, significantly improving insurance sales performance in the region.
Effectively implemented agile processes such as weekly huddles and monthly team meetings, ensuring seamless execution of TD Insurance deliverables. This structured approach enhanced workflow efficiencies, boosting service-level agreements from 70% to 90% in F’23 & F’24.
Led a national paperless digital initiative, facilitating the transition from paper-based to digital accounts. Through strategic execution and advocacy, this initiative drove an 8% market-wide increase in digital adoption.
Oversaw and managed service levels for a contact center of 1,100 colleagues across sales and service queues, ensuring operational excellence, optimizing workflow, and maintaining high standards across diverse business functions.
Recipient of the 'Leader Making a Difference Award' and the 'Legendary Award' in F’23 and F’24, recognizing exceptional leadership, business impact, and commitment to excellence.
Experienced professional with a demonstrated history of working in insurance industry. Skilled in management, sales and operations with a post graduate focused in Business Administration and Management from York University.
Post Graduate Certificate , Business Administration, General
