Nour Ramadan

TD Insurance Advisor

Provided exceptional customer service by assisting clients with their home and auto insurance needs through inbound calls.
Conducted needs-based conversations to recommend suitable insurance products and coverage options.
Explained policy features, coverages, deductibles, endorsements, and premiums to help customers make informed decisions.
Processed new insurance policies, policy changes, renewals, cancellations, and billing inquiries accurately.
Resolved customer concerns at the first point of contact while maintaining a high level of professionalism and empathy.
Ensured compliance with provincial insurance regulations, company policies, and privacy standards.
Navigated multiple systems simultaneously to document customer interactions and process transactions efficiently.
Achieved quality assurance, customer satisfaction, and productivity targets in a fast-paced contact centre environment.
Built strong customer relationships through trusted advice and personalized insurance solutions.

• Assist customers with auto and home insurance inquiries while delivering
exceptional customer service.
• Explain insurance policies, coverage, deductibles, endorsements, and
available options.
• Verify customer identity while ensuring compliance with privacy, security,
and regulatory requirements.
• Resolve customer inquiries efficiently while maintaining high service
standards.
• Maintain accurate customer records using CRM and internal systems.
• Collaborate with internal departments to ensure timely issue resolution.
• Consistently achieve quality assurance, productivity, and customer
satisfaction targets.

• Managed complex customer escalations and served as the primary point of
contact for high-priority client concerns.
• Investigated complaints by working with multiple internal departments to
determine root causes and deliver effective solutions.
• Handled inquiries related to credit cards, account maintenance, billing,
payments, fraud concerns, and rewards programs.
• Authenticated customers using established security procedures while
ensuring compliance with banking policies and regulatory requirements.
• De-escalated difficult situations through professional communication,
empathy, and effective problem-solving.
• Built and maintained strong client relationships by delivering personalized
and solution-focused service.
• Maintained accurate documentation of customer interactions and case
resolutions using internal banking systems.
• Identified recurring customer issues and shared recommendations to improve
processes and enhance the customer experience.