Theresa Rowe
@theresarowe
Experienced customer service professional specializing in claims, operations, and logistics coordination.
CanadaWhat I'm looking for
I am an experienced customer service professional with a strong background in insurance claims, logistics operations, and dispatch coordination. Over the past two decades I have worked across travel insurance claims, supply chain operations, and automotive customer service, consistently delivering accurate, compliant, and customer-focused outcomes.
At Allianz Global Assistance I processed complex travel and medical insurance claims while ensuring compliance with PIPEDA and HIPAA, collaborating with agents, brokers and other carriers. In supply chain and dispatch roles I managed scheduling for LTL/FTL shipments, coordinated technicians, tracked hot/cold shipments, and maintained inventory and 3PL documentation.
I bring strong communication, active listening, and problem-solving skills, familiarity with SAP Business One, Kronos, SharePoint and Google Suite, and certifications including HACCP and WHMIS. I am collaborative, detail oriented, and dedicated to improving customer experiences and operational efficiency.
Experience
Work history, roles, and key accomplishments
Claim Examiner
Allianz Global Assistance
Feb 2023 - Jun 2025 (2 years 4 months)
Processed travel insurance claims (medical, Snowbirds, expatriate, TPA, GHIP), verified invoice accuracy and benefit allocation, and adjusted reserves per issuer guidelines while ensuring PIPEDA and HIPAA compliance; handled inbound/outbound claimant communications and escalations.
Customer Service / Dispatcher
Reefer Sales & Services
Feb 2020 - Oct 2022 (2 years 8 months)
Dispatched technicians by skillset for service calls, managed inbound/outbound parts and service calls, documented technicians' workbooks and supported monthly parts inventory and service scheduling to improve field responsiveness.
DCOperations Coordinator
DHL Supply Chain
Sep 2015 - Dec 2019 (4 years 3 months)
Coordinated inbound/outbound LTL/FTL shipments, scheduled carriers, flagged hot loads, managed returns/OS&D processes, performed weekly CHEP pallet counts and exported 3PL fulfillment paperwork to warehouse back office to maintain operational accuracy.
Customer Service Representative
Chrysler Financial
Feb 2010 - May 2012 (2 years 3 months)
Handled inbound/outbound calls for pre-approved personal loans, evaluated account information, documented protections and security packages, and managed finance-office administrative tasks to support vehicle purchases.
Customer Service Representative
Ford of Canada Ltd
Mar 2004 - Jun 2009 (5 years 3 months)
Managed escalated customer tickets to meet SLAs, coordinated with dealers and Canada Border Services for vehicle import/export issues, processed safety recalls and supported warranty claim processing and QA feedback for call center reps.
Education
Degrees, certifications, and relevant coursework
CCCentennial College
Certificate, Contact Center Operations
2020 - 2020
Completed a Contact Center Operations program at Centennial College in Toronto in 2020.
SCSheridan College
Diploma, Medical Office Administration
2012 - 2014
Completed a Medical Office Administration program at Sheridan College, Brampton from 2012 to 2014.
Sir John A. Macdonald Collegiate Institute
High School Diploma, High School
1989 - 1993
Completed high school studies at Sir John A. Macdonald Collegiate Institute, Ontario from 1989 to 1993.
Tech stack
Software and tools used professionally
Availability
Location
CanadaAuthorized to work in
Job categories
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