Jonathan Lyles Email & Phone Number

Montreal, Quebec, Canada

- Dedicated service representative for about 80 group benefits insurance accounts- Handle day-to-day inquiries from benefits administrators, including employee enrollments, terminations, billing questions, and coverage confirmations.- Participate in projects for the implementation of new groups, contract renewals, contract amendments, and marketing of groups- Prepare plan designs- Act as the primary point of contact for Quebec-based accounts.

Montreal, Quebec, Canada

- Experienced manager overseeing a team of benefits coordinators and technicians, health and safety advisor, and HRIS advisor. - Responsible for accurately managing benefits transactions, absence management, and retirement plans for a diverse employee population. - Involved in implementing a new benefits plan and ensuring seamless integration with providers. - Served as a functional expert for Workday implementation, leading team readiness and addressing post go-live issues. - Change champion for Workday Implementation project.

Montreal, Canada Area

* Team lead of customer service professionals* Coaching* Performance management* Hiring and onboarding * Projects: Subject matter expert and change champion for Salesforce Agent Desktop Implementation, and change champion for Amazon Connect Implementation.

Montreal, Canada Area

* Provide real-time support to front line customer service professionals. * Escalation handling* Call audits and coaching* Submit and approve write-offs and exceptions* Real Time Monitoring (RTA) of queues

Montreal, Quebec, Canada

* Inbound support for Group Benefits Plan Administrator Services* Provide assistance for: plan member eligibility and administration, invoices, and website support.

Montreal, Quebec, Canada

* Inbound support for Group Benefits Plan Member Services* Provide assistance for: claims information and coverage, dental breakdowns, eligibity updates, claims reprocessing, and website support.* Circle of Champions Team. Developed a call transfer decision tree for all three lines of business. The result was a reduction in the number of calls transferred to the wrong department.

Montreal, Canada Area

Bilingual Customer Service Professional for Capital One and Hudson Bay Canada credit cards.

Platform Developer 1, Salesforce Development

Clicked Workforce Training Program

Activities and Societies: I'm currently a part of Clicked & IBM SkillsBuild learning community and I actively participate in learning.

Bachelor'S Degree, General Studies

Group Benefits Administration