Thomas Fisher Email & Phone Number

Kitchener, On, Ca

Waterloo, Ontario, Canada

I am an Assistant Manager in the Benefits Services department at OTIP. I lead a team of over 15 Benefits Services Representatives who report to me directly. I provide coaching and feedback to each member of my team. The coaching is focused on helping to insure they meet OTIP service standards and setting them up for success to continue to grow and develop in their roles. I work closely with the management team to develop short and long term goals for the call center and to… Show more I am an Assistant Manager in the Benefits Services department at OTIP. I lead a team of over 15 Benefits Services Representatives who report to me directly. I provide coaching and feedback to each member of my team. The coaching is focused on helping to insure they meet OTIP service standards and setting them up for success to continue to grow and develop in their roles. I work closely with the management team to develop short and long term goals for the call center and to refine and implement business continuity plans. Show less

Waterloo, Ontario

In this role I handled complicated claims and coverage inquiries and acted as a liaison between all lines of business within OTIP to provide the best possible member experience. I reviewed potential write-offs, provided additional coaching and training to our representatives and resolved escalations from members. I worked closely with representatives from the Elementary Teachers’ Federation of Ontario (ETFO) and the Ontario English Catholic Teachers Association (OECTA). I… Show more In this role I handled complicated claims and coverage inquiries and acted as a liaison between all lines of business within OTIP to provide the best possible member experience. I reviewed potential write-offs, provided additional coaching and training to our representatives and resolved escalations from members. I worked closely with representatives from the Elementary Teachers’ Federation of Ontario (ETFO) and the Ontario English Catholic Teachers Association (OECTA). I provided dedicated white glove service and solutions to resolve their highest priority inquiries. Show less

Waterloo, Ontario

In this role I provided training and knowledge support to our representatives while answering their calls in real time. I was responsible for providing accurate and complete information in a timely manner, to minimize the impact on members put on hold while the representative consulted with me. This role required a detailed understanding of group benefits, including health, dental and life. It also required clear communication skills. I was part of the team that successfully… Show more In this role I provided training and knowledge support to our representatives while answering their calls in real time. I was responsible for providing accurate and complete information in a timely manner, to minimize the impact on members put on hold while the representative consulted with me. This role required a detailed understanding of group benefits, including health, dental and life. It also required clear communication skills. I was part of the team that successfully transitioned this role from only supporting new hires to supporting the entire call center. Show less

Waterloo, Ontario

In this role I was an inbound call center representative for the Ontario Teachers Insurance Plan (OTIP). In this position I assisted our members with enrollment, provided them with coverage information and explained how their insurance claims were processed.I was trained in health and dental benefits for both our active and retired members. I also helped with inputting and maintaining our internal documentation for our new provincial insurance plans.

I was responsible for customer service, troubleshooting customer issues, assisting with training of new employees to the department and developing new displays for products. In this role I used a number of computer programs and communication tools. I also handled a cash register for both sales and returns.

Coles Conestoga Mall

I was responsible for managing other employees, counting tills and the store safe, preparing deposits and opening and closing the store. I also assisted with shipping and receiving, both of customer orders and store stock. My other responsibilities included creating displays for new product, stocking shelves and assisting with the planning and implementation of author signings and other promotional events. I also raised awareness of the Indigo Love of Reading charity, which involved… Show more I was responsible for managing other employees, counting tills and the store safe, preparing deposits and opening and closing the store. I also assisted with shipping and receiving, both of customer orders and store stock. My other responsibilities included creating displays for new product, stocking shelves and assisting with the planning and implementation of author signings and other promotional events. I also raised awareness of the Indigo Love of Reading charity, which involved collecting donations. Show less

Waterloo, Ontario

I worked in a fast paced, high-volume inbound call centre in the medical insurance department. I was responsible for explaining policy coverage for medical claims to callers, as well as explaining their adjudicated claims to them. This included claims ranging from hundreds of dollars to tens or hundreds of thousands of dollars in the case of out of country travel insurance claims.

Kitchener, Ontario

I worked in a fast paced, extremely high-volume inbound call centre as a customer service representative. I was responsible for both sales and customer service, including dealing with billing issues and clarifying customer expectations for future billing changes. I also served as team Quality Prime, where I was responsible for educating my team regarding changes to our procedures and policies.

Master'S Degree, Theology/Theological Studies

I completed my Master's in Theological Studies in June of 2015. My studies were wide-ranging, covering everything from the 16th century.

Bachelor'S Degree, Religion/Religious Studies

I graduated with an Honors Bachelor of Arts in Religious Studies with a Minor in Classical Studies. My focus has been on the history.