(all positions located in Kitchener-Waterloo, Ontario)
OTIP-RAEO (Ontario Teachers Insurance Plan)
APRIL 2014 – MARCH 2022
Bilingual Benefits Services Representative, Group Insurance Services- April 2014 – August 2016
Bilingual Warranty Specialist/Eligibility Specialist, School Board Relations- September 2016 – March 2022
- Service and professionalism — Excellent telephone etiquette and call management in English and French with a variety of people (members, coworkers, executives
- Accuracy — >99% Quality Audit average
- Effective communication — Explaining payouts and eligibility in simple and clear language.
- Empathy —successful at de-escalation of sensitive situations by using active listening with empathy, focusing on facts, taking ownership of errors/oversights, and consistent follow-up.
- Navigating computer systems
- Fast reading and typing
- Managing a large caseload
Manulife Financial
JULY 2012 – APRIL 2014
Technical Subject Matter Expert, Commissions, Group Benefits- July 2013 – November 2013
Inquiry Specialist - Commissions, Group Benefits- December 2013 – January 2014
Customer Service Representative, Group Benefits- January 2014 – April 2014
- Collaboration — worked with IT, Business Analysts, and Commissions Specialists to ID and solve system errors.
- Effective communication: Effectively explained complex scenarios, commission cycles, and interdependencies to advisors to facilitate greater understanding and establish reasonable timeline expectations.
- Customer service: Excellent telephone and email manner along with clear communication.
- De-escalation: Advisors whose plans earned less than anticipated were charged money back at the end of year—which often came as an unwelcome surprise. I successfully de-escalated these sensitive situations through active listening, empathy, focusing on the facts, and effective communication.
- Process design/review — Helped to optimize report use to better identify commissions errors internally; past errors were discovered as a result and thousands of dollars in unpaid commissions were paid out to affected advisors.
- Documentation — Created and maintained process documentation to facilitate daily work and quality control.
- Technical Knowledge — Learned the computer systems’ inner workings as many sources of information were used to determine commissions payouts. Navigate Mainframe systems quickly.
- Flexibility —I willingly stepped up on several occasions and fielded inquiries and processed payments as required to maintain service levels.
- Excel (Advanced) including extensive use of PivotTables as well as VBA/Macros to access and analyze reports.
- Accounting — Balancing the amount of commission earned against amounts paid through analysis of Excel reports and system values.
- Fast reading and typing.
Crawford and Company (Canada)
AUGUST 2010 – JULY 2012
Supervisor, Corporate Programs Intake and Administration, Central Intake and Administration, National Claims Management Centre- January 2012 - July 2012
Bilingual ClaimsALERT Triage and Administration Agent- July 2011 - December 2011
Bilingual ClaimsALERT Telephone agent- August 2010 - July 2011
- Mentoring — Helped team members succeed through regular one-on-one sessions highlighting their strengths and identifying opportunities for improvement.
- Performance management — Ensured team members met productivity, accuracy, and punctuality targets.
- Effective communication — Including to deliver unwelcome messages and have difficult/uncomfortable conversations.
- Customer service — Efficiently paging out adjustors and contractors to fire and flood scenes, in both English and French.
- Critical thinking/Problem solving
- Knowledge/Memory —Memorized key information so it wouldn’t.
- Accuracy — >95% Quality Score
- Extreme Flexibility — Working evenings and weekends; frequently accepting last-minute schedule changes and working extra hours to meet the unpredictable demands of weather-related insurance claims.
THE HOME DEPOT
TOOL RENTAL ASSOCIATE 2004- 2010
- Excellent Customer Service
- Tool Operation and Maintenance — Demonstrated proper use and safety requirements for tools. Cleaned and maintained tools between rentals, and did troubleshooting and repair of minor breakdowns.
- Recommending the Right Tool — Providing multiple options where applicable to suit varying budgets and timelines.
- Attention to Detail — Ensured that tools were ready to rent and that agreements were created accurately.
- Flexibility — To meet unforeseen needs or to bolster my hours in slow periods, I leveraged my breadth of knowledge and did a little bit of everything. I filled in in several other departments, and even joined the overnight restocking crew on multiple occasions.
- WHMIS Trained
EDUCATION
2010 – B.A. French Studies — University of Waterloo
2004 – High School Diploma with French Immersion Certificate — Kitchener-Waterloo Collegiate and Vocational School
