Sandra Hoyle Email & Phone Number

Provides administrative & customer service support to group clients Day to day management of client requests, claims inquiries and ongoing administration of related documentationEnsures accounts receivable and accounts payable are correct on a client and insurance carrier basisInteracts with multiple insurance carriers as well as clients Co-ordinate the implementation, installation and orientation of new clients Manages Life and Disability claims, as required

North York, Ontario Canada

Day to day management of client requests, claims inquiries and ongoing general administration of related documentationWorked with the Account Manager, provide implementation support to new clientsProvided implementation support to the client, answering questions and ensuring needs are metArranged Online implementation with IT support and trained clients accordinglyProvided telephone and email support to clients – both plan administrators and plan membersEscalated difficult calls to Account Manager, as appropriate Solved claims and billing issues Coordinated employee benefit booklets and contract amendments as required Documented and tracked all client inquiriesProved the ability to multi-task, resolve customer issues and excel within a demanding high-volume environmentBriefly acted as Team Lead of Client Service as team was being restructured Coaching and development of new team members Recognized for ability to quickly establish rapport with customers Earned consistent commendations for exceptional service Created strong effective customer relationships that led to being a preferred supplier

Toronto, Canada Area

• Responsible for managing a block of 700+ small group clients• Provides personalized service to assigned Plan Advisors responsible for client group, including routine client inquiries, addressing concerns and providing solutions as appropriate to ensure win- win problem resolution• Researches answers to complex client inquiries by reviewing client records and liaising with various carriers and or Plan Advisors referring case to manager if need be• Proactively manages client relationships, dealing directly with Plan administrators on a number of administrative issues• Works in partnership with Sales Force and Underwriting departments to ensure positive retention statistics and ongoing client satisfaction