Karl Promm

Experience

• 

  Canadian Helicopters

  Jan 2003 - Jan 2005

  Ground crew and office support

  Primary customer service rep, also coordinated flights, assisted with billing, assisted with aircraft and hangar maintenance, and supported both front and back-office work.

• 

  State Farm

  Nov 2008 - Sept 2014

  Led a team of Accident Benefit handlers supporting claim operations for the provinces of Alberta and Ontario. Responsibilities included workforce and individual performance management, claim consultation, authority approvals, coaching on employee personal development, and customer service escalations. Led a team of support staff within the Accident Benefits area of Auto Claims. Role includes administrative/compliance responsibilities as well as performance management and employee development. Volunteered for a 6 month developmental opportunity as an Auto Claim Representative in the Property Damage unit.Successfully integrated into a high-functioning call-center based team responsible for handling claims. Developed a strong understanding of the challenges faced by customer-facing employees, and the management techniques that support such an environment. Performance/development consultation, instructional design, facilitation/delivery (including extensive virtual facilitation), LMS administration, and individual development coaching. Responsible for coordinating the Agency Intern Program including scheduling, co-facilitation, supply procurement, consultation and providing feedback.

  • Claims Team Manager

    Jan 2014 - Sept 2014

  • Claim Support Services Supervisor

    Oct 2011 - Jan 2014

  • Auto Claim Representative

    Nov 2012 - May 2013

  • Learning & Development Specialist

    Nov 2007 - Oct 2011

  • Agency Intern Coordinator

    Nov 2008 - Jul 2009
• 

  Desjardins Insurance Agents

  Sept 2014 - Feb 2023

  Responsible for launching a new team within the Desjardins Agent Network focused on providing real-time support for our independent Agents. Leading a diverse group of highly experienced and engaged employees through a structural transition and realization of an increasingly efficient and consistent approach to serving our internal customers so they can better serve our clients. 1-year temporary assignment as the Product Owner for the Desjardins Agent Network (DAN) Digital Acceleration squad. Leveraged Agile scrum methodology to drive a small multi-disciplinary team's efforts related to client engagement with our digital tools. Additionally, served as the primary POC for user-facing digital capabilities within the DAN. Lead a team of product, systems, and sales concept training specialists in support of our Independent Contract Agent and Agent Team Member learners as well as internal business partners.

  • Agency Support Manager

    Jan 2021 - Feb 2023

  • Product Owner - Digital Acceleration

    Jan 2020 - Dec 2020

  • Agency Training Manager

    Sept 2014 - Mar 2020
• 

  Desjardins

  Feb 2023 - now

  Manager - Billing & Operational Support

  Second-line leadership responsibility for 8 teams made up of Billing, Clerical, and Operational support functions.