CAROLINE DAVID
Oshawa,ON
Summary
Experienced Subject Matter Expert in 401k retirement services and customer service, with a keen eye for detail in evaluating technology and operating procedures. Applying Human Resource Management coursework to establish HR principles. Collaborating with leadership, team members, and partners to enhance processes and provide effective solutions. Skilled in multitasking to manage client portfolios, onboard new employees, and facilitate training. Proactive and goal-oriented professional with excellent time management and problem-solving skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
13
13
years of professional experience
Work History
Care Coordinator
LIFEMARK PHYSIOTHERAPY
11.2023 - 05.2025
- Greet and assist patients with check-in procedures.
- Manage sensitive patient information with strict adherence, always maintaining confidentiality and privacy.
- Verify patient insurance eligibility and enter patient information into the system.
- Successfully provide critical information about insurance coverage and OHIP-funded treatments, resulting in a significant reduction in patient follow-up queries by 4% in the first 6 months and increasing overall patient satisfaction by getting more than 2% online reviews compared to the previous year.
- Provide exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Function as the main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
- Conduct regular audits of documentation, identifying and correcting errors, which leads to a 20% improvement in documentation accuracy and ensures compliance with regulatory standards.
Subject Matter Expert
ADP
04.2017 - 09.2022
- Became a subject matter expert (SME) in 401k retirement services in record time, ensuring regulatory compliance by meticulously analyzing contribution limits, employer matches, IRS guidelines, and filing requirements.
- Review feedback from the client and quality teams to coach the team to deliver Customer Satisfaction by providing accurate, specific, and timely performance feedback for representatives.
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features.
- Collaborated with managers and supervisors on methods for conducting accurate job evaluations.
- Worked with multidisciplinary teams and multitasked in handling own clients and simultaneously involves in new product rollout, effectively addressing inquiries and troubleshooting issues.
- Designed and managed structured training and mentorship programs, revising content with updated information, which enhanced staff preparedness and productivity, contributing to a more efficient and knowledgeable team. This reduced errors and questions from team members by 7%.
- Performed detailed audits of 401K plans for compliance with federal regulations, reducing potential risks associated with non-compliance penalties.
- Tracked 401K eligibility and managed enrollment and administration of company retirement and financial benefits plans.
- Developed strong relationships with stakeholders through regular communication updates, fostering trust and confidence in the team''s ability to deliver results.
- Coached team members on best practices for exceptional customer service, boosting overall performance levels.
Customer Service Representative
GENPACT
10.2012 - 04.2017
- Managed digital marketing queries as part of the work for AdWords.
- Reviewed clients' accounts and service histories to identify trends and issues to optimize them for better clicks and sales.
- Supported customer service goals and enhanced relations through friendly, knowledgeable, and positive communication.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Education
Postgraduate Certificate - Global Business Management
Conestoga College
Brantford, ON04-2024
Graduate Certificate - Human Resources
Mohawk College
06-2025
Bachelor of Commerce - undefined
St. Mary’s Centenary Degree College
01.2011
Skills
- Case management
- Documentation
- Patient education
- Organizational skills
- Risk assessment
- Regulatory compliance
- Non-discrimination testing support
- Compliance testing and reporting
- Training and mentoring
- Creative solutions
- Strategic thinking
- Customer focus
Timeline
Care Coordinator
LIFEMARK PHYSIOTHERAPY
11.2023 - 05.2025
Subject Matter Expert
ADP
04.2017 - 09.2022
Customer Service Representative
GENPACT
10.2012 - 04.2017
Bachelor of Commerce - undefined
St. Mary’s Centenary Degree College
Postgraduate Certificate - Global Business Management
Conestoga College
Graduate Certificate - Human Resources
Mohawk College
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