Paris Ovaece, Bhr, Rrc® Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Canada Area

• Answering questions and concerns, educating members on their benefits and helping them to solve issues relating to their pension.
• Providing members with accurate, relevant and timely information about their pension benefits and assisting members through personal life events.
• Responding to queries, processing event transactions and following up on expected or outstanding member related information.
• Actively monitoring the phone and work queues, and ensure incoming phone calls and work are addressed in a timely Manner
• Help out with service delivery channels which include phone, secure e-mail, mail and fax, and processing incoming files.
• Build and maintain professional relationships with members by managing requests and educating members on various options to assist with decision making regarding their transaction.

• Improved call quality and minimized error by monitoring random calls
• Provided direction, guidance, and supported the Contact Center team by providing on-going coaching and feedback to help individuals meet their goals and business objectives.
• Ensured Contact Centre call metrics and service level agreements were consistently met and or exceeded
• Executed, tailored, and delivered the Benefit Centre client specific training
• Conducted new hire training and cross-trained customer service representatives when needed
• Monitored and responded to Customer Satisfaction survey results to deliver excellent customer experience

Toronto, Canada Area

• Managed the day-to-day activities of the contact center team of 30+ Customer Services Representatives and Client Specialists
• Identified process improvement/enhancements to desktop tools and client provisions/processes, and executed the solutions.
• Conducted performance evaluations of CSAs and Client Specialists
• Interviewed and effectively hired new employees. Managed training and development program for employees
• Coached and developed CSAs and Client Specialists
• Ensured Contact Centre call metrics and service level agreements were consistently met and or exceeded

Toronto, Canada Area

Toronto, Canada Area

• Performed retirement, terminations, estimates and death calculations
• Processed pension payments
• Coordinated monthly pension payments with trustee
• Reviewed participant/member data and cleaned it up if information was missing or inaccurate
• Maintained client databases and benefit calculation log
• Processed bi-weekly payroll

Tornado, West Virginia

• Answered employees inquires in regards to their health and pension benefits
• Provided training to the team on lowering their wrap up time on calls
• Successfully participated in several Annual Benefits Enrolments by making sure to utilize my multi-tasking skills
• Solved issues on the call with the insurance carrier to have information reflect correctly in regards to coordination of benefits or dependent data
• Collaborated in a team for a proposal showing what services we can offer to a specify client instead of creating workflows to have updates made by the administration team