Charmaine Walters-Burke

• Lead and motivate a team of four (4) persons to meet premium targets and provide performance feedback
• Achieve individual targets for new business and retention
• Analyze current business processes and procedures to ensure optimal workflow and continuous improvement
• Prepare composite reports from individual reports by subordinates
• Prepare and present Sales Initiatives for external organizations to garner new business for the company
• Provided backup support to maintain seamless service delivery during peak periods or staff shortages.
• Sustained ongoing relationships with clients, leading to increased sales and customer satisfaction.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Managed multiple concurrent tasks and ensured timely completion, demonstrating excellent multitasking abilities.
• Enhanced customer satisfaction through prompt resolution of complex inquiries and complaints
• Developed comprehensive knowledge of company products and services in order to provide accurate information to customers.
• Mentored and guided junior team members, enhancing their professional growth and fostering overall team achievements.
• Processed customer requests for new and established customers in a timely manner.
• Resolved escalated matters by striking a balance between client expectations and business goals.
• Escalated issues to supervisors/managers as necessary when standard processes proved ineffective.
• Assisted in the development of departmental policies, protocols, and guidelines to improve overall effectiveness of customer service team.
• Analyzed customer data, identifying trends and opportunities to enhance customer satisfaction levels.
• Collaborated with cross-functional teams to develop new strategies for enhancing customer experience.
• Investigated and resolved customer inquiries and complaints quickly.
• Delivered exceptional customer service to every customer by using extensive knowledge of products and services and creating a welcoming environment, leading to positive experiences.
• Facilitated the orientation of new personnel by providing comprehensive information on company operations, policies, and services.
• Reduced process inconsistencies and effectively trained team members on best practices and protocols.

• Processing of transactions in the company operating system and preparing any necessary documentation
• Negotiating renewal terms and preparing renewal documents
• Liaising with the Accounts Department regarding premium collection
• Liaising with the Claims Department regarding claims information
• Servicing Direct Clients & Insurance Brokers
• Processing New Business policies and preparing documentation
• Requesting Risk Assessments of properties insured or potentially to be insured as required

• Responding to telephone and email queries from clients
• Keying of financial transactions in the company operating system and preparing invoices
• Negotiating renewal terms with insurance companies and preparing renewal documents

• Responsible for assessing existing risks and potential risks to be insured with the company
• Reviewing of Broker’s Slips to ensure that they agree with the company’s insurance policy wording
• Report on any re-occurring trends regarding requests from Insurance Brokers
• Attend weekly claims panel meetings with the company attorney

• Keying of financial transactions in the company operating system and preparing invoices
• Negotiating renewal terms with insurance companies and preparing renewal documents
• Answering email and telephone queries
• Preparation of Broker’s Slips

• Answering the company switchboard
• Receiving and checking in of guests to the facility
• Monitoring and tabulating guest charges, processing billings and receiving payments
• Tallying payments in cash, cheque, by debit or credit card and balancing the cash till at end of day for deposit to the safe
• Responding to reservations queries and making reservations for guests
• Responding to Sales queries for the facility
• Facilitating and conducting tours of the property for persons interested in renting or purchasing
• Booking of Hired Vehicles or taxi transportation for guests