Sales Broker - HUB International - Toronto, Canada
(2025-07 - 2026-04)
- Identify customer needs and meets or exceeds client expectations.
- Manage customer calls and other contact channels and meet sales objectives.
- Develop and maintain auto and property insurance product knowledge expertise.
- Correctly input customer underwriting information into a quoting system.
- Generate a premium estimate and discuss product and price options with the client.
Account Executive - Western Financial Group - Toronto, Canada
(2025-07 - 2026-04)
- Prospected and up-sold to clients across all lines of business, which led to a significant increase in overall sales revenue.
- Developed and executed targeted marketing strategies to grow a Personal Insurance book of business, maintaining a strong sales pipeline, generating new business opportunities, and deepening client relationships.
- Processing new business submissions, renewals, policy changes, and cancellations, ensuring speed and accuracy of data inputs.
- Surpassing service expectations of the new and existing customer.
- Participating in different projects/assignments and marketing events as needed.
- Navigated multiple insurance partner online portals to complete customer applications efficiently, which streamlined processes and improved turnaround times.
- Engaged in continuous self-development through active involvement in industry and community initiatives and pursuing relevant courses, which kept my knowledge up-to-date and relevant.
Call Quality/Audit Analyst - Brokerlink Inc- INTACT - Toronto
(2022-06 - 2025-07)
- Collaborated with the Call Quality Analyst (CQA) team to evaluate sales and service calls, which enhanced overall call quality and customer satisfaction.
- Lead and coach a high‑performing Broker team, cultivating a culture of engagement, accountability and continuous improvement.
- Lead daily huddles, coaching sessions, and file audits to ensure we are maintaining the highest standards of accuracy and service.
- Improve service quality and productivity by monitoring performance metrics, analyzing trends and implementing data‑informed operational enhancements.
- Conduct 1:1s, and building a high-performing, resilient sales culture.
- Resolve complex member issues by removing barriers, guiding staff through escalations and ensuring timely, effective outcomes.
- Partner with cross‑functional leaders to align on priorities, share insights and advance brokerage‑wide strategic initiatives.
- Strengthen insurer relationships by proactively addressing underwriting, service and procedural challenges.
- Offered coaching and feedback based on Quality Assurance (QA) findings, which helped frontline associates improve their performance in calls and emails.
- Support business growth by enabling the team to deliver proactive, relationship‑focused service that enhances member satisfaction and retention.
- Provided leadership by setting clear goals, delivering consistent feedback, and creating development plans for team members, which improved overall team productivity.
- Maintained adherence to QA protocols and record-keeping, facilitating QA presentations that communicated performance insights effectively.
- Achieved sales and quality measures on a monthly, quarterly, and annual basis, reinforcing accountability within the team.
- Served as a subject matter expert on QA processes and tools, ensuring best practices were followed and shared across the organization.
- Developed and maintained all QA documentation, including evaluation forms, report templates, and guidelines, which streamlined the QA process and improved efficiency.
Customer Service/Email Coordinator - DELOITTE LLP and MNP LLP - Toronto and Markham
(2016-06 - 2022-06)
- Prepare and update supporting documentation for various program files and applications.
- Review and assess interactions across various channels for customer facing roles.
- Responded to e-mails, telephone and in-person inquiries from Members of Council, senior staff, the public, agencies, and other levels of government and Council decision making processes.
- Provide clear, concise and effective constructive feedback. Established controls on Transaction Processing.
- Report and Publish Transaction Quality Metrics. Continuous Focus and Drive to meet and exceed SLAs.
- Should be able to work towards enhancing customer experience and overall service delivery.
Quality Assurance Manager - SMT Direct Marketing Inc - Toronto
(2011-01 - 2016-01)
- Worked as Quality Assurance Manager leading the QA team for outbound sales/non sales calls.
- Providing coaching and feedback on QA findings and further improvements by monitoring, reviewing and scoring calls, emails.
- Adherence & record maintenance, facilitate QA presentation.
- Meeting sales and quality measures on a monthly, quarterly, and annual basis. Escalating issues, concerns, and trends to the Manager - Direct Sales. Maintain and develop internal support and call center quality standards. Compile, summarize and communicate monthly reports and results to the leadership team.
- Create strategies to improve support KPIs.
- Create training content and facilitated training for on boarding associates. Promote and support compliance efficiency and issue resolution with the goal of increasing customer satisfaction and improving the customer experience. Develop and maintained all QA documents – including evaluation forms, Report Templates, and Guidelines.
- Focused on continuous improvement efforts by reviewing process for efficiency and making necessary changes.
- Served as subject matter expert on QA processes and tools.
