Agatina Sciola

Experience

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  Liberty Mutual Insurance

  Jan 1990 - Jan 2005

  Responsible for the operation and administration of seven Quebec offices and one Ottawa office with a team of 40 employees whereby primary mandate was to ensure excellent customer service, customer growth and client retention.Responsible for recruitment, HR guidance, licensing and training, employee development, customer retention, customer growth, coaching, underwriting, compliance, performance management.Also participated in developing marketing strategies for the Quebec market on underwriting, product, rates, and loss ratios.Was recognized for exceptional leadership skills and ability to direct, assist and influence a team during a merger and acquisition.Direct link to the GAA, IBC and BSFDuring my mandate, was recognized twice for *Service Manager of the Year* for the Canadian Region, and once named * Runner-up Service Manager of the Year*. Show less Responsible for providing excellent customer service and customer growth, adhering to the underwriting guidelines set in place. Very successful in client retention, client growth and client satisfaction. Was also mandated to monitor and coordinate the service workflow in the office making sure controls, applications,and work allocations were adequately monitored.Assisted in the training and development of the sales department personnel as well as the hiring of new service representatives.Was considered a "go to" person in the office for areas such as underwriting,handling customer complaints and procedures. Show less

  • Customer Service Manager

    Jan 1997 - Jan 2005

  • Supervising Customer Service Representative

    Jan 1990 - Jan 1997
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  TD Insurance

  Jan 2005 - Aug 2015

  Call Center Team Manager

  Responsible for the day to day performance of a team of Customer Advisors ensuring that productivity and quality standards were met. Provide ongoing coaching and support in achieving business objectives in areas such as underwriting, sales, retention, quality,compliance and customer satisfaction.Specialties: employee and customer satisfaction, employee retention, cross-selling,underwriting, quality,compliance,recruiting, performance management,employee development.Successful in leading and managing several assigned mandates which focused on employee satisfaction, customer satisfaction and customer growth. Show less

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  Chubb NA

  Aug 2016 - now

  Senior CSR- Personal Risk Services