Alison Leury
Eastern Passage
Summary
Dedicated Group Benefits and Disability professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
22
22
years of professional experience
Work History
Associate Manager
Manulife
01.2020 - Current
- Responsible for a team of 15-19 Long-Term Disability Case Managers.
- Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives.
- Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
- Established strong relationships with key stakeholders, fostering collaboration and mutual support.
Long Term Disability Case Manager
Manulife Financial
09.2012 - Current
- Develop case management plans including assessing new applications and active claims, analysis of medical, review contractual provisions, eligibility information and strong decision making
- Frequent interaction with Plan Sponsors, Claimants, Medical Personnel and other stakeholders
- Consistently demonstrate strong customer service, including sensitivity and empathy when appropriate
- Updated information changes in the database and releasing monthly payments to claimants
- Maintain confidentiality and follow privacy and confidentiality procedures to protect sensitive claimant information
- Proven ability to exceed service level agreements and quality targets
- April2016 to December2019
Financial Service Representative
CIBC
02.2012 - 09.2012
- Answer customer inquiries in a high pressure sales environment, initiate new business, and service existing clients with suitable products and services
- Meet sales and productivity targets using needs based questions to best understand the client’s needs to promote and sell products
- Build loyalty with clients by providing an exceptional client experience with a strong focus on first call resolution
- I have strong multitasking skills and required to work with multiple programs and spreadsheets while servicing the client
- Guide clients through CIBC’s online banking and reset passwords when necessary
- Qualify clients and fulfill applications for lending products such as loans, lines of credit, and mortgages
- Telephone Banking Inbound
Team Manager
Aditya Birla Minacs
10.2002 - 02.2012
- Provide leadership for a team of11 Team Leaders that leads a team of125 customer service agents
- Duties include maintaining service level objectives, risk management, strategic planning and budget, coaching, reporting, and staffing evaluation
- Provide administrative support to the Operations Manager and client by providing weekly, quarterly, end of year reports
- Plan and organize weekly meeting with various departments within the organization including external clients
- As Team Manager, negotiated various demands listed by the client and found ways to reach an agreement while staying within the contractual limits
- Work with the training department to ensure new initiatives were effectively integrated into the training curriculum
- Responsible for the personal and professional growth of my direct reports
- Initiated a training program for new Team Leaders
- Developed suitable individual career paths and training objectives which resulted in several promotions
- Handle escalated customer issues to ensure quality customer service environment obtaining maximum customer and employee based satisfaction
- Use of exceptional judgement when conducting bi-yearly performance reviews, weekly one on one meetings, creating development plans, initiating promotions, salary increases, and disciplinary action
- Responsible for achieving customer satisfaction and sales levels
- Met and exceeded deliverables for the duration of my tenure including Quality, Sales, and Service Levels
- Participated in cross-functional initiatives to improve both the operational excellence of my team and the organization as a whole
- Worked with senior management to develop and implement strategic plans
- December2006 – February2012
- Telecommunications and Financial Industry
Team Leader
Hp Home and Home Office Campaign
03.2004 - 12.2006
- Provided leadership to a team of15-20 customer service sales agents
- Encouraging and motivating through implemented incentive programs for agents on a team and tier basis
- Maintained the top percentile for the tier and exceeded sales targets
- Developing quality and product knowledge though hands on learning during daily sales meetings and one on one coaching sessions
- Act as an advocate and mentor for sales agents across the tier by delegating and involving in daily activities
- Well-organized, exceed coaching mandates and meet deadlines for weekly synopsis, time and attendance reports and payroll
- Maintain and set out organizational goals on a weekly and monthly basis
- Selected to participate and provide feedback for pilot programs within the hpshopping.com campaign
Performance Coach
Hp Home and Home Office Campaign
10.2002 - 03.2004
- Listen to agent’s calls and evaluate using Witness and following the client requirements
- To deliver coaching sessions with the agents helping them to develop their overall quality, using the did well coaching method
- Motivate agents and monitor quality
Education
Business Administration
Algonquin College
01.2001
Ontario Grade12 Diploma - undefined
A.Y. Jackson Secondary School
01.1998
Skills
- Staff management
- Strategic planning
- Operations management
- Staff training and development
- Results analysis
- Teamwork and collaboration
- Presentations
- Contract management
- Team motivation
- Workload management
- Performance reviewing
- Coaching and mentoring
Summary of Qualifications
- 10 years’ experience with4 years in leadership within Group Benefits and Disability.
- 12 years’ experience with8 years in management within an Inbound and Outbound contact centre environment.
- Strong leadership skills – dedicated, dependable, takes initiative, responsiveness and follow through.
- Proven analytical and troubleshooting skills.
- Advanced knowledge of Microsoft Suite, specifically in the development, use, and maintenance of spreadsheets and Power Point presentations.
- Experienced at efficiently and accurately resolving and documenting client issues received via email, phone and website.
- Experiences at working in a high pressure fast paced environment where meeting deadlines is essential.
- Excellent interpersonal and communication skills both written and verbal.
- High aptitude for learning new information in a short period of time.
- Proficient in English, knowledgeable in French.
Corporate Training
- Effective Communication
- Six Sigma Methodology
- Franklyn Covey-7Habits for Managers
- Positive Employee Relations
- Employee Performance Appraisals
- Diversity Management
- Payroll Verification Protocols
- Customer Centric Approach
- Contact Center Metrics
Languages
English
Native or Bilingual
Timeline
Associate Manager
Manulife
01.2020 - Current
Long Term Disability Case Manager
Manulife Financial
09.2012 - Current
Financial Service Representative
CIBC
02.2012 - 09.2012
Team Leader
Hp Home and Home Office Campaign
03.2004 - 12.2006
Team Manager
Aditya Birla Minacs
10.2002 - 02.2012
Performance Coach
Hp Home and Home Office Campaign
10.2002 - 03.2004
Ontario Grade12 Diploma - undefined
A.Y. Jackson Secondary School
Business Administration
Algonquin College
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