ASHA ADDO
Woodbridge,Canada
Summary
Highly enthusiastic customer service professional with over 10 years of experience in the Customer Service role and over 5 years of experience in the Insurance industry. Proven accomplishments in service delivery, service management, service brainstorming, policy application and problem resolution.
Overview
15
15
years of professional experience
Work History
Short Term and Long Term Disability Case Manager
Industrial Alliance Insurance and Financial Institute
Toronto, ON
03.2014 - 06.2021
- Processing Short Term and Long Term Disability claims received via paper claim or electronically
- Required to conduct telephone interviews with employers and employees, and request medical information from physicians to determine the legitimacy of claims
- Required to conduct telephone interviews with employers and employees, and request medical information from physicians to determine the legitimacy of claims
- Managed a caseload of over 80 claimants.
- Utilized judgment and discretion to evaluate claims accurately and timely, consistently meeting established service standards in a fast-paced environment.
- Work with Administration to handle claims questions and resolve issues while meeting/ exceeding expectations regarding process, service and performance guarantees with our customers.
- Exercises appropriate empathy, responsiveness and reliability in all interactions with claimants, employers and internal and external business partners.
- Designed and executed strategies that expedited claim resolution, enhancing overall efficiency of the claims process.
- Utilizing tools and resources to assist with the claimant's recovery and to develop rehabilitation plans in order to provide a safe and efficient return to work plan
Group Life and Disability Customer Service Representative
Industrial Alliance Insurance and Financial Institute
Toronto, Ontario
01.2013 - 01.2014
- Managed high-volume workload in deadline-driven environment, ensuring timely responses to customer needs
- Provided information via phone and emails regarding claim status, payment period, eligibility, policy guidelines and provisions
- Responded to customer inquiries via phone and email, facilitating communication between employees, employers, and physicians
- Provided information via phone and email on claim status, payment period, eligibility, and policy guidelines, supporting informed customer decisions
Individual Life Insurance Customer Service Representative
Transamerica Life Canada
North York, Ontario
01.2012 - 01.2013
- Delivered customer service via telephone for inbound requests regarding products, policy features, and claims.
- Documented client requests and inquiries in the WIN system, ensuring accurate and detailed responses.
- Collected detailed information and completed the internal claim form for callers reporting a claim, forwarding the information to our Claim Department.
- Documented client requests and inquiries in WIN system, ensuring accurate and detailed responses.
- Reported suspicious transactions to the Compliance Department by submitting completed Transamerica Suspicious Transaction forms.
Retention and Solutions Customer Service Representative
Bell Mobility
Toronto, Ontario
01.2006 - 01.2011
- Invariably maintained a customer save rate of 98% which ranked me top save rate personnel on my team and top ten save rate personnel nationally
- Negotiated tailored plans and services with customers to enhance satisfaction and retention
- Collaborated with Bell Mobility marketing team to identify and address improvement areas in retention offers
- Calculated customers' Average Revenue Per User (ARPU) to determine the applicable discount percentages for services.
- Worked alongside Bell Mobility marketing team to tackle space for improvement within our retention offers
- Explained broken contractual agreements to customers who were cancelling their mobility service.
Education
Bachelor of Health Studies - Health Management
York University
Toronto, ONSkills
- Customer Service Oriented
- Excellent verbal and written communication skills
- Multiple product knowledge of insurance products and policy
- Team building, productivity and performance standards
- Proficient in Microsoft Office Suite (Word Excel Access PowerPoint)
- Time Management
- System Navigation
Timeline
Short Term and Long Term Disability Case Manager
Industrial Alliance Insurance and Financial Institute
03.2014 - 06.2021
Group Life and Disability Customer Service Representative
Industrial Alliance Insurance and Financial Institute
01.2013 - 01.2014
Individual Life Insurance Customer Service Representative
Transamerica Life Canada
01.2012 - 01.2013
Retention and Solutions Customer Service Representative
Bell Mobility
01.2006 - 01.2011
Bachelor of Health Studies - Health Management
York University