Gizelle Herbert Arneaud
Princes Town
Summary
Accomplished Manager at Scotia Insurance Trinidad and Tobago Limited, adept in strategic planning and team leadership, significantly enhanced customer satisfaction by overhauling service protocols. Skilled in CRM and staff development, I spearheaded initiatives that fostered high-performing teams and improved performance metrics, demonstrating a strong commitment to results and employee growth.
Being a part of the Scotia group, I work closely with bank management to ensure sales performance are at an exceeds expectations level. All bank protocol and policies are adhered to.
Year over year I'm able to coach and develop sales officers whom through my guidance and expertise qualify to attend the prestigious Million Dollar Round Table Seminars.
I have high a Operations and Persistency average year over year
As i am highly motivated and results focused, my standard is to ensure my team is rewarded with the top officer of the year in each category
I myself have attended MDRT on 3 occasions as a sales officer; been awarded top Business Development Insurance Specialist countless times during my 10 year tenure as a sales officer.
Overview
18
18
years of professional experience
Work History
Manager Insurance Sales
Scotia Insurance Trinidad and Tobago Limited
04.2020 - Current
- Leads and drives a customer focused culture throughout the team to deepen client relationships and leverage broader bank relationships, systems and knowledge
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Coaching and skills development of sales team by supporting, planning and goal setting; conduct ongoing one on one coaching sessions to ensure achievement of targets
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Fostered partnerships with industry leaders, enhancing company's reputation and creating new business opportunities.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
Business Development Insurance Specialist
Scotia Insurance Trinidad and Tobago Limited
04.2010 - 03.2020
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Achieving and exceeding Sales target for insurance and investment products.
- Comply with all AML and KYC procedures
- Processed eligibility and benefits verification and authorization requests.
- Followed up on denials, late payments, extensions and other special circumstances.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Provide exceptional customer experience
- Build and maintain a portfolio of elite customers
Service Representative
Scotiabank Trinidad and Tobago Limited
09.2006 - 03.2010
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
Education
ACCA Level 2 - Accounting
Student's Accountancy Center
San Fernando, Trinidad And Tobago A - Levels -
Princes Town Senior Secondary School
Princes Town 06.2005
Cowen Hamilton Secondary School
St Mary's Moruga06.2003
Skills
- Team Leadership
- Time Management
- Verbal and written communication
- Staff Training and Development
- Strategic Planning
- Operations Management
- Customer Relationship Management (CRM)
- Performance Management
- Staff Development
- Sales Techniques
- Policy Implementation
- Performance Evaluations
- Marketing
- Business Development
- Key Performance Indicators
- Lead Generation
- Salesforce Management
- Teamwork and Collaboration
- Customer Service
- Decision-Making
- Effective Communication
- Problem Resolution
- Adaptability and Flexibility
- Attention to Detail
- Problem-Solving
- Work Planning and Prioritization
- Employee Coaching and Mentoring
- Goal Setting
- Relationship Building
- Active Listening
Accomplishments
- Million Dollar Round table qualifier - 3 times
- Top officer of the year as a sales officer 5+ times
Timeline
Manager Insurance Sales
Scotia Insurance Trinidad and Tobago Limited
04.2020 - Current
Business Development Insurance Specialist
Scotia Insurance Trinidad and Tobago Limited
04.2010 - 03.2020
Service Representative
Scotiabank Trinidad and Tobago Limited
09.2006 - 03.2010
ACCA Level 2 - Accounting
Student's Accountancy Center
A - Levels -
Princes Town Senior Secondary School
Cowen Hamilton Secondary School
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