Adnane Atouani
Group Benefits, Service Specialist
Montréal
Vue d'ensemble
12
12
years of professional experience
1
1
Certification
Expérience
Group benefits, Service Specialist
Sun Life
Montréal, Canada
06.2024 - 03.2025
- Prepare revisions for plan design changes and implement new plan design changes
- Manage target dates with clients and Advisors with respect to plan design changes
- Actively participate in Training, Monthly Service Representative meetings, Educational training on new product offering and various process updates
- Actively participates in huddles & team meetings and shares learnings in a constructive manner
- Meet with new clients to gather data critical to installation of new business
- Work closely with Implementation Team and new clients during the implementation process to successfully install new business
- Understand client wants and needs and take action to meet and exceed them
- Provide on-going support to Plan Administrators and Plan Advisors by actively finding solutions to issues, and share ideas with team members that could improve service delivery and processes
- Participate in finalist presentations
- Arrange service calls with clients and meet to discuss and proactively promote Sun Life group benefit products & services
- Prepare for and deliver plan member education sessions and benefit fairs
- Train and update Plan Administrators and Advisors on our E-Services and our Administrative Practices
Group Disability Case Manager
Sun Life
01.2022 - 06.2024
- Responsible for managing Long and Short Duration claims to resolution in a proactive manner
- This includes determining if insured employees continue to be eligible for disability benefits through to implementing the right interventions to support recovery and return to work
- Assess claims for continued benefit entitlement by reviewing contractual, medical, functional and occupational information
- Assess claims for return-to-work potential and apply strategies based on a variety of interventions including but not limited to: rehabilitation, vocational programs and non-litigated settlements
- Work collaboratively with insured employees, clients, lawyers, health care practitioners and other stakeholders to obtain information, provide claim status, create action plans and provide verbal and written decisions while maintaining confidentiality and privacy
- Prepare call strategies in advance, including possible interventions and/or claim resolution strategies
- Conduct motivational interviewing within the context of leading exploratory conversations with plan members who have been on claim for prolonged periods of time
- Build relationships with third party providers to develop and implement creative solutions to help plan members develop new skillsets and re-train for new occupations, return to work part-time and/or at commensurate level
- Conduct research and keep abreast of new practices and developments in treatment options in the medical field
Senior Workforce Management Analyst
Rogers Communications
Montréal, Canada
01.2020 - 01.2022
- The role is to assist in the solution design, Project/implementation, Planning Long/Short Term, Go to Market, Social Media and compliance monitoring of Systems through our service promise
- Working with cross functional teams across the wireless organization
- Provide, Create and Execute Service Level Summary communication plans aligned to front lines and all LOB
- Prepare and publish daily, weekly and monthly reports for each LOB
- Centralized contact command center amongst all Call Centres and vendors
- Action requests from leadership and other administrative staff
- Apply and monitor contingency plans / workaround strategies to mitigate Customer impact and protect Rogers / Fido and Chat'r business
- Create, Execute, Test and support Business Call Flow routing solution: The call in Queue, the Outbound Call, The Call Me Later i.e
- VHT
- Initiatives and solution success criteria measures (Playbooks) and implementation guidelines working with applicable Rogers/Fido operations and cross-functional teams
- Work with different Management level to constantly liaise with business owners across Wireless, EBU and 3rd Party with a focus on customer experience and Support in order to best understand our business to optimize recommendations for improvement
- Proactively manage system issues by engaging real time time Control Tower teams for awareness and communicate / quantify impacts to site / LOBs
- Identify call center opportunities & provide recommendations for infrastructure and front line performance (Aspect EWFM, Genesys Cloud, Verint, Khoros and Boldchat)
Senior Analyst, Productivity
Rogers Communications
Région de Montréal
01.2019 - 01.2020
- Actively performing and supporting various activities associated with managing Telesales Contact Centre productivity and performance to meet service level and budget targets
- Main tasks include real time queue monitoring, providing expert support to telesales agents, assisting with escalation, monitor agent productivity, administering ad hoc scheduling activities and perform ad-hoc analysis
- Working with Telesales operations and with National Command Centre teams to implement suitable action plans
- Primary responsibilities: Monitoring and reporting, operational support and insights and analytics
Fido Telesales Consultant
Rogers Communications
Région de Montréal
01.2018 - 12.2018
- Promote and recommend the latest products and services to customers
- Meet customers needs by providing customized solutions
- Make customers lives easier by providing them with value-add service
Senior Mentor Expert
Rogers Communications
Région de Montréal
09.2017 - 12.2017
- Be an ambassador and communicate Fido mission, vision and values
- Daily coaching and development of consultants to impact their success in delivering world class customer service, retention of customers and selling value-added services
- Through effective team building strategies, motivate consultants to consistently exceed customer expectations
- Track and oversee performance objectives and indicators (quality, flexibility, risk, sales, customer service, budget, workforce planning, etc) through analysis and observation of the work environment
- Resolve customer service issues through effective decision-making
- Conduct timely and regular performance reviews for team members to enhance their job and career development
- Provide updates on team performance in daily activity reports
Customer Relations Specialist - Loyalty
Rogers Communications
Région de Montréal
02.2017 - 09.2017
- Commit to offering an outstanding customer service experience by connecting and building rapport with a wide variety of customers
- Actively listen to customers, ask the right questions, and offer solutions (products and services) which cater to customer needs
- Complete accurate transactions in an effective and precise manner with an attention to detail
- Adapt and deal effectively with a wide variety of situations and assist with complex customer issues by providing favorable solutions
- Take ownership to resolve issues from the beginning to end and efficiently resolve issues during the first contact
- Incorporate feedback on a regular basis, to improve my personal and professional development
- Drive the sale of Fido products and services by consistently meeting/exceeding individual sales targets
- Be at ease working in a structured and goal-oriented environment (sales, call duration, quality, customer retention)
Sales assistant / Interim General Manager
Bell
Montreal
09.2015 - 01.2016
- Promote and sell in store products and services within the sales process, bond with the client and gain his confidence
- Be able to transmit the right information
- Have a good knowledge of every promotional campaign products and services
- Analyse trends and recommend the proper products and services to the client
Team leader
Cydcor
Montreal
09.2013 - 06.2014
- Motivate team members to achieve and exceed daily and weekly targets
- Lead by example working with the team to obtain new customers
- Create a fun and positive team environment so that advocates can work to the best of their abilities
- Monitor team performances and provide support and additional coaching/training where necessary
- Train new staff on the street, provide additional 'on the job' training and identify any other training needs of team members
- Meet the individual daily sign up targets
- Set daily sales targets for team members that will meet the individual sales targets for each team member
- Monitor individual team member performances and provide sales coaching where necessary
- Undertake sales meeting at the commencement of each shift
- Manage staff availability
Formation
Diplôme d'étude collégiales - Commerce international
Institut teccart
Websites
Certificats
- Évoluer de Collaborateur à Manager
- Découvrir les biais cognitifs
- Leading Yourself
- Gérer des équipes
- Développer la motivation et l'engagement des employés
Langues
Français
Débutant
Anglais
Débutant
Chronologie
Group benefits, Service Specialist
Sun Life
06.2024 - 03.2025
Group Disability Case Manager
Sun Life
01.2022 - 06.2024
Senior Workforce Management Analyst
Rogers Communications
01.2020 - 01.2022
Senior Analyst, Productivity
Rogers Communications
01.2019 - 01.2020
Fido Telesales Consultant
Rogers Communications
01.2018 - 12.2018
Senior Mentor Expert
Rogers Communications
09.2017 - 12.2017
Customer Relations Specialist - Loyalty
Rogers Communications
02.2017 - 09.2017
Sales assistant / Interim General Manager
Bell
09.2015 - 01.2016
Team leader
Cydcor
09.2013 - 06.2014
Diplôme d'étude collégiales - Commerce international
Institut teccart
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