Carla Oliveira

• Leads team initiatives to enhance operational efficiency across multiple projects.
• Mentors junior staff, fostering professional development and skill enhancement.
• Streamlines workflows by implementing best practices and process improvements.
• Develops training materials that improved onboarding processes for new employees.
• Trains new team members by relaying information on company procedures and safety requirements.
• Promotes a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
• Facilitated regular team meetings to ensure alignment on goals and objectives.
• Serves as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
• Collaborates with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
• Works different stations to provide optimal coverage and meet production goals.
• Increase customer satisfaction by ensuring timely completion of projects and adherence to high-quality standards.
• Influence positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
• Establish open and professional relationships with team members to achieve quick resolutions for various issues.

• Managed client account inquiries efficiently, ensuring timely resolution of issues.
• Coordinated onboarding processes for new clients, enhancing overall customer experience.
• Developed and maintained comprehensive client documentation to streamline communication.
• Implemented process improvements that increased service response times and accuracy.
• Implemented process improvements to reduce errors, saving the company time and resources.
• Enhanced overall productivity with effective scheduling, prioritization, and resource allocation.
• Streamlined administrative processes for increased efficiency and time management.
• Developed strong working relationships with internal teams to better serve clients'' needs holistically.
• Maintained high level of client satisfaction through outstanding customer service and support.
• Managed multiple clients'' accounts, ensuring accurate records and timely communication.
• Delivered outstanding customer service by addressing inquiries promptly while maintaining professionalism at all times.
• Resolved customer issues swiftly, fostering a positive client experience and promoting retention.
• Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.

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• Setup accounts and attended to and carried out all instructions on the account application.
• Processed Switch transactions between products, registered Transfers, Non-Financial updates, registered tracking, purchase transactions and systematic plan updates as per document instructions while maintaining high productivity.
• Question any conflicting information, researched and solved problematic issues in a timely fashion to ensure client satisfaction.
• Test system enhancements, review integrity reports, and understand the rules and restrictions relating to United Funds to ensure proper administration of the product.

• Prepared reports and maintained records of work accomplishments and administrative information, as required, and coordinated the preparation, presentation and communication of work-related information to the supervisor.
• Reported to the supervisor periodically on team and individual work accomplishments, problems, progress in mastering tasks and work processes, and individual and Team training needs.
• Coached, facilitated, solved work problems and participated in work of the Team.
• Observed training needs and relayed training needs and requests to supervisor.
• Interaction with third parties to ensure compliance with Federal and Provincial rules.

• Received and verified all Exception items (paper and electronic) requiring special handling.
• Reviewed and made decisions as to appropriate course of action to take prior to processing the item
• Communicated via e-mail/Fax with clients to advise pay/no pay decision or receive additional instructions
• Continuously identified and escalated opportunities for processing improvements.