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. • Reviewing all aspects of a member’s incoming file (e.g. Retirement, Termination), including reaching out to the member for clarity/questions• Being pro-active with respect to keeping a member’s file up-to-date, e.g. update contact information on file if it is incorrect • Following up with members, in accordance with service level guidelines, regarding expected or outstanding information• Building a trusted relationship with the member and being their HOOPP Service Specialist for the duration of the transaction• Working collaboratively with other team members and departments• Consult with internal business partners about sensitive and complex issues and escalate issues for resolution as appropriate.• Manage the member experience by monitoring outstanding member inquiries and proactively following up to ensure timely resolution.• Educate members about the value of HOOPP and advocate for the defined benefits pension.

• 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• Participated in new client implementations, benefit renewals, and Annual Benefits Enrollment Projects• Maintained Customer Service Desktop Tools and knowledge data• Resolved client escalations in the Benefit Center and delivered exceptional Customer Service• Monitored daily cases/workflows and resolved issue escalations• Analyzed and tracked reports for demand reduction • Identified process improvement opportunities and executed the solutions• Liaised with the administration team and resolved pending cases

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• Drove individual metrics of associates on the team (Reduced call handle times/schedule adherence, etc.)• Maintained client Customer Service satisfaction and provided monthly Pension and Benefit call center metrics• Provided support to all client inquiries and ensured client deliverables were met• Managed new client implementation• Planned and executed a successful Annual Benefits Enrollment • Identified and resolved operational issues including root cause analysis

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• Coordinated monthly pension payments with trustee• Processed bi-weekly payroll • Responded to participant/member calls and facilitated requests• Customized employee communication material• Responded to client requests and completed internal workflows• Maintained the knowledge of client specific plan provisions• Coordinated filing and imaging of completed paper work

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