Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Professional Qualities
Hobbies and Interests
Timeline
Generic

Cynthia Mwabi

Montreal,QC

Summary

Organized and reliable, able to manage multiple priorities with a positive attitude. Willingness to take on additional responsibilities to achieve team objectives.

I'm a detail-oriented team player with strong organizational skills. Ability to manage multiple projects simultaneously with a high degree of accuracy.

Overview

9
9
years of professional experience

Work History

Enrolment Specialist (Project Manager)

Sun Life Financial
08.2023 - Current
  • Enhanced team productivity by streamlining processes and implementing time-saving strategies.
  • Deliver exceptional customer service to external customers and internal partners
  • Successfully implement membership services for existing and new customers
  • Create client project plans, manage all membership deliverables
  • Understand client expectations and plan structure
  • Serve as membership expert on various projects and initiatives
  • Respect the deadlines
  • Manage project plan and teams involve

Operations Manager

SEB administrative services
05.2022 - 09.2022
  • Understand contractual agreements and performance metrics
  • Proactively manage operational metrics to meet or exceed defined results.
  • Work with team to implement action plans for underperformance
  • Coordinate and plan annual projects
    Membership Campaign Project Management
  • Serve as primary point of contact for Operations Analysts, Shared Services, and other stakeholders to answer questions, provide guidance, escalate issues, and assist in problem resolution.
  • Lead and scheduled customer operations status meetings to discuss projects, issues and priorities.
  • Lead and schedule meetings, SCRUM, stewardship.
  • Understand best practices and ensure team adherence.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Supervised operations staff and kept employees compliant with company policies and procedures.

Client Relationship Manager (CRM)

IA Financial Group
01.2020 - 05.2022
  • Responsible for the day-to-day servicing of existing clients (group insurance and annuities)
  • Primary contact between client and iA
    Maintain and develop a strong broker/client relationship (business retention)
  • Provide administrative support to employers in case of escalation, ensure problem resolution
  • Assist with implementation
  • Create and execute an annual service plan to proactively service a defined block of clients.
  • Prepare and present finalists
  • Coordinate meetings with internal teams to continuously improve the experience
  • Develop customized project plans for new case implementation
  • Work closely with the Director of Communications and Education to ensure appropriate training and communications are provided to clients.
  • Identify customer needs and growth opportunities and provide appropriate products and solutions. Work closely with Sales
  • Introduce new product and service enhancements Be required to participate in the iA Financials Lean philosophy and process.
  • This may include participation in A3s, Kaizens, DMS and other lean initiatives.

Service Representative (Employer)

AGA Assurances collectives (TPA/TPP)
04.2017 - 12.2020
  • Customer Service/Inbound Calls for HR and Plan administrators
  • Answering questions from members, brokers, employers, master payrolls
  • Disability case tracking, claims, plan administration
  • Administrative support for employers (payroll and tax systems)
  • Product presentations and on-site installations
  • Prepare service reports, present to clients and follow up
  • Introduce members to plan changes, claims processes, member portal and answer questions
  • Manage or assist in the implementation of files and coordinate the activities of stakeholders
  • Perform various data entry validations, prepare and validate reports for clients.
  • Manage or assist in the implementation of files and coordinate the activities of all stakeholders.
  • Meet deadlines for client deliverables
  • Prepare and send various communications to employees
  • Send proposals to insurers

Customer Service Representative

MORNEAU SHEPELL (Group Benefit And Retirement)
01.2015 - 04.2017
  • Customer Service/Inbound Calls
  • Answering questions from members, trustees, brokers, etc.
  • Disability case follow-up
  • Administrative support (pension/benefits)
  • Customer needs survey

Education

Financial Planning -

HEC MONTRÉAL

Certification en Assurance de Personne -

Autorité Des Marchés Financiers (AMF)

Communication & Marketing -

HEC MONTRÉAL

Bachelor of Arts - Web And Graphic Design

LaSalle College
04.2013

Skills

  • Word
  • Excel
  • Power Point
  • Internet
  • Acrobat
  • Adobe Creative Suite

Accomplishments

  • Best Employee in the Customer Management Category
  • iA Financial Group (2021)
  • Miss Black Beauty International

Languages

Français
Native or Bilingual
Anglais
Professional Working

Professional Qualities

  • Easy to learn
  • Responsible, well-organized
  • Ability to communicate with people (customers)
  • Good physical stamina
  • Punctual
  • Meticulous

Hobbies and Interests

  • Photography
  • Reading
  • Graphic Design
  • Fashion
  • Sport
  • Music

Timeline

Enrolment Specialist (Project Manager)

Sun Life Financial
08.2023 - Current

Operations Manager

SEB administrative services
05.2022 - 09.2022

Client Relationship Manager (CRM)

IA Financial Group
01.2020 - 05.2022

Service Representative (Employer)

AGA Assurances collectives (TPA/TPP)
04.2017 - 12.2020

Customer Service Representative

MORNEAU SHEPELL (Group Benefit And Retirement)
01.2015 - 04.2017

Financial Planning -

HEC MONTRÉAL

Certification en Assurance de Personne -

Autorité Des Marchés Financiers (AMF)

Communication & Marketing -

HEC MONTRÉAL

Bachelor of Arts - Web And Graphic Design

LaSalle College

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Cynthia Mwabi