Althea D. Smith
Regina,SK
Overview
13
13
years of professional experience
Work History
Benefit Specialist
Public Service Commission
Regina, SK
08.2022 - Current
- Client service: provide expert level information and case administration to clients on a variety of benefit related transactions such as leaves of absence, retirement, disability, pension calculations in a unionized environment.
- Working with large data sets, updating, verifying and inputting data for leave of absences, retirement, group insurance and pension plans.
- Analyze provincial and CBAs to review and process a variety of benefit alerts to ensure employee benefits are updated and accurate and to respond to clients inquiries.
- Calculate group life and disability premiums and pension arrears.
- Communicating by listening actively and objectively, to ask relevant questions in order to understand and provide clear, concise information verbally and/or in writing; while adhering to privacy laws. Meeting with employees to answer questions, assist with forms and documents for leaves and retirement
- Preparing and implementing clear accurate and comprehensive written communications regarding benefit calculations.
Disability Claims Admin
Canada Life
Regina, SK
07.2017 - 08.2022
- Analyze insurance policies and complete complex benefit calculations accurately adhering to policy provisions.
- Communicate, through both written and verbal communication with claimants, employers, providers, lawyers to respond to queries concerning benefit calculations, payments and explanations of policy provisions/details.
- Manage diaries and communication items from 3 -4 Case Managers daily. The daily job includes frequent interruptions but all inquiries are prioritized and handled in a timely manner.
- Documented conversations to track requests, problems and solutions.
- Manage indefinite leave of absence claims, assessing supplementary medical forms for claimants. Responding to inquiries from stakeholders.
- Monitor data integrity and confidentiality by observing strict regulations and procedures using multiple software systems.
- Complete accurate Long Term Disability and Short Term Disability benefit calculations with WCB and rehabilitation adjustments.
- Communicating acceptance and rejection in written and verbal media to claimants, at points of difficulty in their life, such as death of a loved one or sickness.
Disability Claims Processor
Canada Life
Regina, SK
12.2016 - 07.2017
- Administrative Support.
- Set up Short-Term Disability claims.
- Completed Short Term Disability calculations.
- Process Payments for Short Term Disability claims.
- Mail triage, email communication to follow-up on partial claim documents.
- Researched disability claims for validity to resolve discrepancies.
- Identified client service improvement opportunities in collaboration with team leads and managers to resolve problems.
- Reviewing legal and medical documentation
- Preparing and implementing clear, accurate and comprehensive written communication to stakeholders.
Administrative Assistant
Creative Door
Regina, SK
09.2016 - 12.2016
- Responding to all telephone inquiries from customers, purchasers, sales teams, and public.
- Clerical duties, managing electronic and hard copy files.
- Processing Customers Cash/Debit and Credit Payments.
- Processed financial documents, contracts, expense reports and invoices.
- Coordinated project materials by managing physical and digital files, monitoring spreadsheets and updating reports.
- Communicated with vendors to place and receive orders, request services and deliver instructions from office management.
Quality Assurance Representative
Access Communications
Regina, SK
01.2015 - 09.2016
- Responding to customer queries.
- Contacting clients by telephone to conduct post-service surveys.
- Delivered feedback to increase quality and adherence to call-handling protocols.
- Maintained quality assurance procedure documentation.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Trained in customer service to function while responding to clients in during difficult calls
Sales Representative
Tatil Life Assurance
Port of Spain , Trinidad And Tobago
11.2011 - 12.2013
- Contacted new and existing customers to outline benefits of products.
- Placed orders and answered customer questions in-person, through email and over phone to maximize customer service.
- Monitored customer order process and addressed customer issues.
- Developed and delivered information sessions - educated prospective clients about Life insurance and annuity plans.
Trainer/Program Facilitator
Caribbean Nazarene College DCSP
St James , Trinidad And Tobago
08.2011 - 12.2013
- Organized and edited training manuals, multimedia visual aids and other educational materials.
- Taught/Presented Materials to more than 16-20 adults
- Wrote and delivered training programs.
- Assessed students prior to classes, during instruction and at end of each course.
- Evaluated effectiveness of training programs and recommended improvements.
Education
MHRM - Human Resource Management
University of Regina
Regina, SK06.2016
Bachelor of Arts - Theology
Caribbean Nazarene College
Trinidad And Tobago05.2011
Skills
- Research and Analysis to anticipate and analyze stakeholder needs to solve business problems and identifying areas of improvement
- Active listening and communication maintaining high level of confidentiality
- Interpersonal skills ability to foster and maintain relationship with internal and external stakeholders through meaningful and transparent communication
- Workload and Time Management skills - Managing conflicting priorities
- Attention to Detail: Working daily with multiple systems, proficient in Oracle People Management Software, Microsoft Excel and Microsoft Office, Teams, One Note, Multi-system Data Management and Payment Software Human Resources Management Systems, with minimum errors
- Intuitive and able to make correct judgement call
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Benefit Specialist
Public Service Commission
08.2022 - Current
Disability Claims Admin
Canada Life
07.2017 - 08.2022
Disability Claims Processor
Canada Life
12.2016 - 07.2017
Administrative Assistant
Creative Door
09.2016 - 12.2016
Quality Assurance Representative
Access Communications
01.2015 - 09.2016
Sales Representative
Tatil Life Assurance
11.2011 - 12.2013
Trainer/Program Facilitator
Caribbean Nazarene College DCSP
08.2011 - 12.2013
MHRM - Human Resource Management
University of Regina
Bachelor of Arts - Theology
Caribbean Nazarene College
PROFESSIONAL CERTIFICATES
- Google Certificate in Microsoft Power BI Data Analyst Professional Certificate
- Google Foundations of Digital Marketing and E-Commerce
- Google Business Analysis and Process Management (Guided Project)
References
References available upon request.
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