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