Melissa Lewin
About Melissa Lewin
Melissa Lewin serves as the Claims Unit Manager - Support at Intact Financial Corporation, where she has worked since 2011. She has a background in psychology and human services, and has contributed to various initiatives aimed at improving customer service and operational efficiency within the organization.
Work at Intact Financial Corporation
Melissa Lewin has served as the Claims Unit Manager - Support at Intact Financial Corporation since 2011, contributing over 13 years of experience in the Durham Region. In her role, she centralized all insurers' examination requests for the Centre of Excellence (COE) across Intact, Belair, and Jevco brands. She led the implementation of technologies such as Voicemail to Email and Dedicated Extension, which aimed to enhance customer service. Additionally, Melissa played a key role in designing and implementing a provincial calendar for the Accident Benefits COE.
Previous Experience at Belairdirect
Prior to her tenure at Intact Financial Corporation, Melissa Lewin worked at Belairdirect as a Sales Team Leader from 2005 to 2011. During her six years in the Toronto, Canada Area, she successfully launched the Accident Benefits COE Health Rely Queue for Ontario Level I adjusters. Her experience at Belairdirect provided her with a solid foundation in claims management and customer service.
Education and Expertise
Melissa Lewin holds an Honors Bachelor of Arts in Psychology from Trent University, where she studied from 1999 to 2003. She furthered her education at Durham College, earning a Diploma in Human Services Counselor from 2003 to 2005. This educational background equips her with valuable insights into human behavior and effective communication, which are essential in her current role in claims management.
Recruitment and Staffing Contributions
In her current position, Melissa participates in the recruitment process for Bulk Hires, aiming to meet staffing goals for the Centre of Excellence. Her involvement in recruitment reflects her commitment to building a strong team capable of delivering high-quality service in the claims process.
Operational Improvements and Analysis
Melissa conducts daily analysis of telephony results to assess and improve overall service level goals for the COE. She has also launched initiatives such as the Accident Benefit Revert Queue for the Accident Benefits Assistant in offices with Customer Service Centre (CSC) sites, demonstrating her focus on operational efficiency and service enhancement.