Shivana Sundar Acs, Almi, Flmi Email & Phone Number

Toronto, Ontario, Canada

• Provided exceptional support to over 1 million members, addressing inquiries related to benefits, account maintenance, claims, billing, and cancellations through phone and email communication.
• Administered transactions including audits, withdrawals, deposits, and updates to account information with accuracy and efficiency.
• Collaborated with cross-functional teams, including sales and marketing, to ensure seamless operations and enhance member satisfaction.
• Educated members on company products and services, improving their understanding and retention rates.
• Maintained detailed records of member interactions and transactions in the CRM system, ensuring data integrity and compliance.
• Contributed to process improvements and system enhancements to streamline operations and elevate the member experience.

• Planned, developed, and managed governance entities, programs, and processes for 500 member leaders, ensuring robust infrastructure and support.
• Ensured regulatory compliance to sustain the fraternal status of a 150-year-old organization.
• Established efficient systems for governance meetings, events, and elections, enhancing operational effectiveness.
• Oversaw the organization and project management of governance activities to align with Foresters’ constitutional requirements.
• Collaborated with elected leaders to develop governance programs across three countries, fostering strong relationships with diverse member leaders.
• Provided valuable input for governance initiatives, including elections, meetings, constitutions, and policies.

Toronto, Ontario, Canada

• Managed day-to-day operations of the New Business team, focusing on driving workforce efficiencies, enhancing customer service, and overseeing performance management within a dispersed workforce.
• Played a pivotal role in implementing and communicating major change initiatives, ensuring smooth transitions and team alignment.
• Built and maintained strong relationships with internal and external partners through effective communication and collaboration, enhancing the customer experience and fulfilling Foresters’ commitment to “doing more.”
• Fostered a high-quality work environment for 22 direct reports, motivating them to achieve their highest performance levels.
• Provided direct coaching and development through daily huddles, weekly one-on-one sessions, development planning, and SMART goal setting.

Toronto, Ontario, Canada

• Oversaw daily operations of the contact center, focusing on enhancing workforce efficiencies, customer service, reporting, coaching, and performance management for a team of 30 in a remote environment.
• Conducted interviews and facilitated the onboarding process for new employees, ensuring a smooth transition into the team.
• Collaborated with training and development to retain top talent by keeping training programs up-to-date for both new and experienced staff.
• Fostered team engagement to empower members to overcome challenges and achieve results collectively.
• Partnered with stakeholders at various organizational levels to identify and implement process improvements while ensuring compliance with Foresters’ policies and procedures.
• Championed change management initiatives through effective communication strategies, including team meetings, huddles, and email updates.

Toronto, Canada Area

• ForestersTM is an international membership-based fraternal benefits organization specializing in financial services.
• Specialized in addressing member inquiries across the US and Canada, managing a diverse range of issues including membership, death claims, disbursements, billing, escalations, conservation, and cancellations for a.
• Collaborated with various departments to ensure seamless, customer-centric processes that enhance member satisfaction.
• Adopted the “One and Done” philosophy, effectively balancing operational efficiency with high-quality service delivery.
• Acted as a “Floor Walker” to support new hires, providing peer-to-peer coaching, mentoring, and motivation to create a positive onboarding experience.

Oshawa

A third-party customer support center taking calls on behalf of Bell Canada. Customer Service Representative handling high volumes of household billing inquiries, promote products and services, and resolve issues. Effectively handle 40 – 50 calls per day compared with a daily average of 30 calls. Consistently avoided escalation of calls from irate.