1. JOSHUA GREENBERG
Email: jgreenberg00@gmail.com
PROFESSIONAL SUMMARY
riven professional with over 5 years of diversified experience fostering and nurturing healthy customer relationships and
achieving high-volume sales in the financial and insurance sectors. A skilled relationship builder and leader with a talent for
identifying opportunities and negotiating win-win outcomes, with strong decision-making skills. Self-motivated with
strengths in navigating time-sensitive, high-pressure environments. Demonstrates a sincere passion for customer service along
with advanced interpersonal and communication skills employed in addressing and resolving customer complaints and issues to
total satisfaction.
AREAS OF EXPERTISE
Customer Service Excellence
Team Leadership &
Development
Analytical Skills
Home & Auto Insurance
Client Relations & Follow-Up
Organization & Time
Management
Sound Judgement & Decision
Making
Policies & Procedures
Communication &
Collaboration
PROFESSIONAL EXPERIENCE
INSURANCE ADVISOR, TD Insurance 2012 – PRESENT
CUSTOMER SERVICE REPRESENTATIVE, Markham Branch 2007 – 2011
TD Canada Trust, Toronto, ON
Brought on board with this business and commercial banking operation as a Customer Service Representative before earning
formal promotion to Insurance Advisor, with a core imperative of counselling individuals in regards to their auto and property
insurance needs while maintaining the maximum level of service for clients.
As INSURANCE ADVISOR
Provided training and guidance to new hires, including conveying in-depth knowledge of sales strategies, internal policies and
procedures, as well as services offered. Also addresses areas of improvement to maintain efficiency.
Successfully assess clients in order to identify required information, determine needs, and build a best-fit solution package to
maintain low premiums as well as TD profitability.
Leveraged sound judgement and underwriting policy knowledge to meet business objectives, effectively scoring 98% in
compliance.
Accessed online information and referred to internal manuals in order to stay afloat on changes in insurance policies,
underwriting guidelines, and internal procedures, facilitating the ability to address and resolve customer inquiries or issues.
Developed and implemented sales strategies and utilized sales techniques to entice customers, as well as reviewed previous
fiscal year Customer Experience Plan to ensure 100% compliance to consistently meet sales and quality rating targets.
Acted as the Customer Experience Index (CEI) Champion, effectively responsible for communicating with client (post-call) to
assess their experience. Utilized data and feedback to identify areas of improvement to more closely meet team objectives.
Served on a committee to analyze existing phone scripts, brainstorm improvement strategies, and develop and implement a
5-step approach encompassing adjustments in tones, greetings, and conversation initiation methods throughout branch, all
Ontario offices, and select national offices.
Contributed to various volunteer events, including serving as Team Captain of The TD team for the United Way CN Tower
Stair Climb to raise $500.00 dollars, assembling a TD representative team for the Sick Kids Heat Wave Charity Volleyball
Tournament, and serving as a United Way Ambassador to motivate employees to donate to the cause, achieving 5% above
participation target.
As CUSTOMER SERVICE REPRESENTATIVE
Contributes to a development and recognition based culture to perform banking services, including processing transactions,
deposits, and withdrawals, effectively establishing rich relationships with clients by delivering service excellence and
individual solutions to help clients achieve their financial goals.
EDUCATION & PROFESSIONAL DEVELOPMENT
Bachelor of Arts with Honours in Kinesiology (April 2010) York University, Toronto, ON
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