Suzy Tawadrous
About Suzy Tawadrous
Suzy Tawadrous serves as an Insurance Operation Resource Officer at TD Insurance, where she manages a team of 350 agents in a call center environment. With extensive experience in operations management and training, she focuses on enhancing agent skills and ensuring customer satisfaction.
Work at TD Insurance
Suzy Tawadrous has been employed at TD Insurance since 2016. Initially, she worked as a Life and Health Advisor from 2016 to 2018 in Markham, where she obtained her LLQP certification. In 2018, she transitioned to her current role as an Insurance Operation Resource Officer in Toronto, Ontario. In this position, she manages a team of 350 agents in a call center environment, focusing on telecommunication operations and ensuring high-quality service delivery.
Education and Expertise
Suzy Tawadrous holds a Bachelor of Arts degree in English Language and Translation from the Faculty of Arts at Helwan University, which she completed from 1996 to 1999. Her educational background supports her extensive experience in the insurance industry, particularly in managing call center operations and delivering training sessions to enhance agent skills and knowledge.
Background
Suzy Tawadrous has significant experience in call center management, having worked in various capacities since her tenure at TD Insurance began. She has four years of experience in recruiting and interviewing candidates for call center positions. Her responsibilities include managing daily shift operations and utilizing metrics such as LCR, AHT, and service level to ensure operational efficiency.
Achievements
In her role as an Insurance Operation Resource Officer, Suzy Tawadrous has implemented best practices in collaboration with process teams. She has also handled the outsourcing process for call center operations for one year. Her focus on training and development has contributed to enhancing the skills of call center agents and improving customer satisfaction through effective use of the Siebel Integrated system.