Samantha Kati

Over three years of experience in multiple positions with Sun Life Financial, developing strong understanding of Group Benefits operations with focus on accuracy, collaboration, and exceptional service. Highly organized, detail-oriented, and adaptable professional who thrives in fast-paced environments. Proficient with Microsoft Office and multiple business systems. Committed to continuous improvement and working within cross-functional teams.

Real Time Support & Resolution Case Manager - Sun Life Financial - Waterloo, ON

• Provided guidance and support to frontline representatives by navigating resources and investigating complex medical, dental, and drug claims
• Collaborated with multiple departments to resolve challenging client inquiries
• Regularly managed escalated cases and provided coaching to colleagues on processes and best practices
• Consistently met and exceeded performance targets while maintaining high level of accuracy and professionalism

Customer Care Representative - Sun Life Financial - Waterloo, ON

Built strong foundation in Group Benefits by assisting clients with coverage and claims inquiries across a variety of plans.

• Learned and navigated multiple systems including Siebel, Athena, ESC, Apollo, and Spector
• Demonstrated ability to quickly adapt to new technology while delivering efficient, high-quality service