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<pre>Array ( [var] => cut_url ) </pre> Resume for sharean F. for Business Analyst / Insurance in Brampton, Canada. Search More Resumes for Business Analyst on #KVQF3OWMP

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Resume for sharean F. for Business Analyst / Insurance in Brampton, Canada

Occupation: Business Analyst Industry: Insurance
Country: Canada City: Brampton
State: Ontario ZIP: L6S3B1

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Sharean F.
Marchbank Crescent Cell:
Brampton ON, LS B
Business Analyst
Honest, personable professional with a strong work ethic and drive.
Extensive business experience in sales, customer service, insurance, retail and notforprofit
Analytical and detailoriented to refine and clarify business needs and create practical solutions.
Keen problem solver; with a desire to create efficiencies, lower costs and provide exceptional
client services.
Thrives on challenges and complexities, works well under stress and highly resultsoriented.
Excellent communication, presentation and interpersonal skills to create rapport, team cohesiveness and build
harmonious working relationships.
An outthebox thinker.
Summary of Skills
• Selfmotivated with organizational and time management skills to determine priorities,
adhere to tight schedules and/or simultaneous demands
• Highly developed analytical, problem solving, research and data analysis skills
• Strong interpersonal and facilitating skills to conduct effective interviews, surveys, task
analysis, usability walkthroughs and testing
• Excellent communication skills, both oral and written; able to communicate with staff at
all levels
• Knowledge of business analysis best practices and the Business Analysis Body of
Knowledge BABOK
• Excellent writing skills to develop documentation for business, technical and userfocused
• Dedicated to deliver a high standard of work
• Strong negotiation, consultation, facilitation and conflict resolution skills
• Quick study; eager to absorb new ideas and learn new technologies
• Proficient in Microsoft Office Suite including Visio and MS Project, to create, maintain
and manage documents and project plans
• Familiarity and understanding of Project Management Body of Knowledge PMBOK and
Project Management practices
• Ability to work well in a team based environment, with a motivated attitude and desire to
motivate others
• Excellent problem solving skills, with a determination to find the most cost effective and
efficient solutions to fulfill project charter and maintain best practices
• Working knowledge of French both oral and written
Professional Experience
Desjardins General Insurance Group, Mississauga ON
Business Analyst/Team Leader
Project: Call tracking to determine origins of inbound calls based on specific call codes
• Facilitated workshop sessions with Team Leaders, workforce planning team and project
agents to determine types of calls to be tracked and document the requirements
• Developed and maintained a specialized Excel spreadsheet for project agents team to record their
results in a common directory on a daily basis
• Followed up with project agents on a regular basis to ensure they are following the project objectives
and determine any problems collecting/tracking information, systems and time
• Ensured call quality was still maintained as per company standards and best practices
• Reviewed and maintained spreadsheet on a weekly basis
• Analyzed, compiled and documented call tracking results and made necessary recommendations
• Developed user guides and implementation documentation to be used on a semiannual basis
Desjardins General Insurance Group, Mississauga ON cont’
Project: To determine the feasibility of requiring high risk clients to prepay premium
• Met with sales, billing and testing team to determine requirements
• Developed use cases, user guides and test plans to assist agents in processing system procedures
• Conducted mini training sessions in small groups, to ensure agents understand and perform the proposed billing
process as being tested
• Followed up with project participants on a regular basis to make sure requirements are being met and determine
any problems
Project: Client experience when being transferred in/out of billing department
• Cocoordinated with Sales and Services teams to obtain, analyze and validate concerns that
client satisfaction was low due to being required to be transferred from sales to billing for
billing to handle ALL billing related inquires
• Met individually with all billing agents to determine the level of client satisfaction when being transferred from
sales to billing department and vice versa to service existing policies over a week period
• Developed tick sheet for agents to ask and document clients reactions
• Recorded and compiled report of discussions and tick sheets to be given to upper management to determine
whether current process needs to be amended
Project: To determine best payment methods to offer for payment of premium
• Performed a GAP analysis of current available payment methods, ease of payment, cost to
company/client and time payment posted to our system and a ToBe list of proposed payment
• Created a matrix charting all possible payment options and documented recommendations for
Team Leader Responsibilities
• Responsible for managing a diverse team of EnglishFrench agents, of varying cultures,
age ranges, career ambitions and experience levels.
• Administered monthly/annually performance management by diagnosing improvement opportunities, providing
effective feedback, coaching, training, professional development and corrective action plans.
• Implemented an internal recovery initiative which resulted in an increase of recovery of outstanding unpaid
premium by %.
• Participated in the design of detailed training manual and help guides to assist agents in meeting/exceeding
expectations, increased team KPI’s by .% in first quarter of use.
• Redesigned the performance appraisal process to ensure both employees and manager understand their position
expectations, increase efficiency to complete and deliver PA’s in a timely fashion and to reduce the use of
multiple systems to previously used method. Reduced PA preparation and maintenance by %.
Billing Coach/New Hire Trainer
• Assisted billing agents in developing their skills to handle inquiries for both group and general
insurance. Trained both new and seasoned agents on new policies and procedures as they
• Coached and developed agents’ skills in order to fulfill their role.
• Troubleshoot and helped agents determine their strengths and weaknesses and recommend suitable solutions.
Managed confidential coaching logs of each billing agent for use by both the Team Leader and
agents’ perusal.
• Provided written and verbal communications to management and billing agents.
• Designed coaching materials forms, manuals, checklists to increase efficiency.
• Responsible for creating business process maps for all the billing processes in the department.
Desjardins General Insurance Group, Mississauga ON cont’
Billing Agent –Call Center
• Answered inbound call inquiries to clients regarding billing issues for both group and general
insurance, as required with the focus of providing exceptional customer service.
• Analyzed and troubleshoot to determine problem and recommend suitable solutions. Followed up with delinquent
accounts to ensure resolution, collection or termination of policy.
• Provided written and verbal communications to management and clients.
• Often recognized by management, peers and clients for my ability to provide exceptional customer service to
both clients and team.
CIBC InsuranceCCIA Customer Care Insurance Agency, Mississauga ON
Professional Sales/Service Consultant –Call Center

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