Caroline Gould
Director Commercial Claims Alberta & Branch Leader, Personal Insurance Calgary @Acera Insurance
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WORK HISTORY
Director Commercial Claims Alberta & Branch Leader, Personal Insurance Calgary @Acera Insurance
CA
Roger\'s Insurance merged with Capri CMW to form Acera Insurance• Led and coached a team of claims advisors, implementing best practices, standardizing claim workflows, and ensuring compliance across Alberta and Ontario.• Developed and implemented a Claims Catastrophe Plan, optimizing operational efficiencies and reporting.• Enabled efficient handling and strong client advocacy in complex and sensitive claims, ensuring effective resolutions and support for clients.• Recruited and managed new graduates through a 2-year program, ensuring training across commercial and personal insurance to build technical expertise.• Collaborated with Alberta Personal Insurance Leadership to streamline workflows, creating a targeted product offering that aligns with compliance standards.• Led a team of experienced Client Advisors, driving retention, growth, and strong customer service.• Fostered a culture of ownership and engagement within the team to enhance employee satisfaction and performance.
EDUCATION
Insurance Institute of Canada
Fellow Chartered Insurance Professional (FCIP)
MacEwan University
Insurance & Risk Management, Business
SKILLS
ABOUT CAROLINE GOULD
Bringing over 30 years of experience in the insurance industry, I am passionate about driving growth while fostering a strong employee culture. With a proven track record of making a difference, I believe that people are essential to sustainable success. I am dedicated to collaborating with teams to cultivate exceptional engagement and help individuals unleash their full potential.
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