Customer Service Broker (Home & Auto Insurance) - RH Insurance - Lethbridge
(2026-02)
High-performing, dually licensed Insurance Broker / Customer Service Representative with extensive experience managing multi-line personal and commercial portfolios across Alberta and British Columbia. Possesses an in-depth understanding of the unique provincial regulatory frameworks, specifically navigation. Alberta's private, grid-based auto market.
Recognized for a client-first approach that pairs technical risk assessment with empathetic, responsive service to maximize policy retention and build long-term trust. An expert at translating complex policy language into clear, actionable advice, managing end-to-end claims advocacy, and cross-selling tailored property, casualty, and commercial solutions.
- OTL Licensed (ON), AB, SK, BC, NF, NB, NS, PE licensed remote insurance advisor
Insurance Advisor – Home & Auto - RBC Insurance Agency Ltd - Lethbridge, AB
(2022-11)
As an accredited professional (General Insurance License), provide Home & Auto Insurance planning and advice to the personal market. Focus is on new sales acquisition through client-focused insurance advice and solutions based on an insurance needs analysis that satisfies the client's needs. Main focus is on meeting the needs of the personal market through RBC Insurance Home and Auto products.
- Ribo Licensed, General 2 Licensed
Crisis Support Worker - Fresh Start Recovery Centre - Lethbridge, AB
(2023-03 - 2025-09)
- Ability to communicate effectively, both verbally and in writing
- Ability to deal with people who have been affected by substance misuse and mental health
- Ability to effectively support participants and their families
- Ability to observe and recognize behavioral and/or health status changes in participants
- Ability to role model healthy lifestyle choices
- Ability to set and maintain healthy, clear boundaries
- Ability to work independently and in collaboration with others
- Ability to organize and prioritize own workload
- Ability to operate related equipment and software programs
- Conflict resolution and crisis intervention skills
- Have an equivalent combination of education, training, experience & certification in; First Aid and CPR
- Class 5 valid driver's license
Mobile Account Executive Insurance Advisor - Western Financial Group - Lethbridge, AB
(2015-03 - 2023-07)
- GENERAL 1 & 2 LICENSED
- New business development and account retention
- Manage walk-in enquiries, sales and up-selling of products to new and existing clients
- Collect client information and quote and sell insurance
- Follow up on all client accounts to resolve outstanding activities
- Remain up to date on product knowledge and build relationships with insurance providers
- Continue self-development through industry training and community involvement
Escalations Manager / Supervisor - DIRECT Energy/Direct Energy Regulated Services on behalf of HCL Canada - Lethbridge, AB
(2017-02 - 2022-03)
- Answers and provides support to customer care representatives
- Identifies and resolves escalations or complex issues
- Communicates effectively with the customer for analysis/resolution of issues
- Provides a single point of contact for customers on issues and complaints
- Practice and ensures compliance of company policies and procedures
- Identifies issues and drives change for related improvements
- Ensures that the process flows are complete and within the defined scope for the project
- Achieve and maintain key performance metrics and provide best-in-class service
- Documents and escalates complex issues that cannot be resolved on the first call
- Achieves key/critical performance targets and service level agreements
- Ensure good integration with back office operations for proper execution of end-to-end processes (enrollment-to-first bill, first bill-to-recurring bill, billing-to-payment & collections, move-out-to-final bill, general service inquiries, etc.)
- Use business tools and advanced industry knowledge to identify problem areas and document business requirements
- Identify and recommend operational and technological tools to improve efficiency
- Work with operations and information technology personnel to resolve issues and improve operational efficiency
- Handle and lead 3rd party complaints to resolution
- Recognize when high quality customer service is not being delivered and provide corrective coaching
- Establish and maintain effective work procedures
- Performs other duties as required
Volunteer/Part Time Crisis Intervention Worker and Victims Services - Arches, RED Core Group, Emergency core group, LFS, Alpha House, Municipalities of Bonnyville, Bassasno, Waterton Pincher Creek - Southern and Northern Alberta
(2018-03 - 2022-02)
- Work collaboratively with members of the Community Mobile Crisis Response such as RCMP, LRPS, CLRPS, Municipality response services, fire departments
- Provide crisis outreach services to individuals with significant mental health and addiction concerns, physical health concerns, accident based trauma, as well as general wellness check
- Complete required documentation, including data collection and entry as required
- Complete monthly data reporting
- Manage urgent situations that arise with timely communication with all parties involved
- Attend community meetings, operational committees, and working/focus groups as required
- Offer culturally sensitive services where indicated
- Engage in supportive conversation with clients to explore, coordinate, advocate and connect to internal and external services and resources designed to meet the client's needs
- Offer client-centered and culturally informed services after performing needs analysis
- Assist with group programming for participants and staff relevant to live experiences
- Maintain client confidentiality and clear boundaries
- Other duties as required
Call Centre Agent / Technical support - Fluent Home Security - Remote
(2012-05 - 2018-08)
Responsible for speaking with Customers, Sales Representatives, Field Service Technicians, and Summer Installers telephonically and providing the necessary support in response to questions regarding the installation and troubleshooting of GE, 2 GIG, DSC, Honeywell equipment including but not limited to GSM, telephone line communication, wireless and hardwired sensors, motion detectors and any other equipment installed by Fluent Home and its dealers.
- Responsible for performing work in a high volume call center environment to insure inquiries are addressed and resolved timely and accurately
- Any and all further tasks reasonably associated with this position
Delivery Driver/Warehouse Worker - Canada Bread - Lethbridge, AB
(2005-01 - 2018-06)
A Route Sales Representatives duties will include but are not limited to:
- Set up and load orders in bulk or by customer
- Operate a 3-5 ton cube van in the city and highways in all safe weather conditions
- Deliver product to established scheduled customers
- Stock and rotate product on store shelves and displays
- Set up displays and promotional materials such as pricing signs and banners
- Maintain stock levels by ordering regular and feature items
- Merchandise all accounts to standard
- Establish positive working relationships with the primary contacts at each account
- Generate invoices and maintain responsibility for daily cash settlement
- Complete fully and accurately all necessary paperwork
- Follow direction of the Territory Manager, Regional Sales Manager and Supervisor, Sales
- Other duties as assigned
- Physical Requirements: Neat appearance
- Organized, confident, self-motivated
- Ability to work with minimal supervision
- Must be able to push/pull/lift up to 150 lbs with assistance
- Physically fit and able to perform frequent bending, twisting, kneeling, squatting
- Must be able to work early mornings(3-4 am), weekends and overtime as required
Customer Sales & Service - Class C Solutions
(2013-12 - 2016-12)
The Customer Sales Specialist is responsible for generating sales growth in a defined group of accounts by utilizing company programs to establish the company as a primary vendor in targeted customers and markets.
- The position is also responsible for increasing sales by opening new accounts and within the existing customer base through program deployment and product expansion, focusing on VMI accounts
- Provides appropriate on-site service and support and overall account management in order to maximize retention and penetration of current and new customers
- Must develop expansion strategies to further retain and penetrate existing accounts. Responsible for prospecting, lead generation and development of new accounts
- Responsible for successful implementation of major company programs and initiatives. Must achieve sales plan and account retention target
- Utilizes Account Management System to develop a routing plan and appropriate call frequency as well as document sales activity
- Develops, maintains and strengthens customer relationships
- Assists or conducts prospect/customer surveys and conversions and set up of new customer locations. Secures and submits customer orders for processing utilizing wireless ordering technology
- Checks accuracy of incoming orders, and unpacks and puts away stock where appropriate; manages returns as necessary
- Develops pricing strategy for non-contract customers in conjunction with District Sales Manager. Assist in management of account receivables. Conduct all activity in accordance with company policies and corporate business conduct guidelines
- Submits in timely manner, in the format requested, all written reports as required by management. Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC's vision and unity of purpose. Participation in special projects and performs additional duties
Customer Service Co-Coordinator - Sun Life Financial
(2011-12 - 2012-01)
Dealt with the Sun Life Financial Annuities department
- Answered telephones as a call center representative
- Function with a group or team in the aspects of reducing the amount of unnecessary call backs the client or company had to make
- Problem solved in ways to reduce the amount of money that the company lost over margin
- Maintained a follow up process to which was able to follow through on customer demands including paperwork requests and financial maintenance's
- Went through several training courses
- Kept a journal of what goals each representative set out to achieve each month, quarter, and annual period
- Received daily values based on what each CSC had done the prior day before
- Maintained an up to date internet based WIKI system in which every employee is able to provided and contribute up to date information and input
- Helped design a new employee contribution forum to which people could come and implement ideas to better a work place
- Provided paperwork mailing and processing times, as well as any implications or requirements to paperwork or changes made on accounts
