Fayona Francis
Mississauga
Summary
Knowledgeable with proven results in Customer Service Management, administrative support and team building. Adding to and enrich the value of the organization working for and being highly productive working towards positive growth using education, skills and experiences. HIGHLIGHTS OF QUALIFICATIONS & ACHIEVEMENTS includes a Bachelor’s Degree in Public Administration and Management and a Bachelor’s Degree in Accounting. Thirteen years experience in Customer Service/Administration, account management, Excellent interpersonal and communication skills Detail oriented and team player Experienced in Microsoft office, word, excel and power point.
Overview
11
11
years of professional experience
Work History
Research & Resolution Specialist
Manulife/John Hancock
11.2022 - Current
- Adapted to rapid changes and used critical thinking abilities to deliver highest level of support to frontline staff
- Researched and resolve complex issues for front line staff in order to provide accurate responses to clients/stakeholders
- Update Service knowledge tool to reflect accurate and current information
- Manage Ad Hoc projects as required
- Liaison with different business leads to gather information while completing research
- Encouraged continuous education of staff.
Service Advisor
Manulife/John Hancock
05.2022 - 11.2022
- Manage and train new hires who service retirement plan clients
- Ensure accuracy in responses to stakeholders
- Review and enforce SIL management guidelines
- Review suspense management
- Review Work In Progress items.
Corporate Client Account Manager
Manulife/John Hancock
09.2017 - 05.2022
- Service Retirement Plan contracts 5million and up in assets
- Independently manage a Block of retirement contracts daily
- Deliver professional and trusted service to JHRPS clients, brokers, third party administrators and plan participants as required
- Build solid relationships both internally (including the field sales team) and externally to foster customer satisfaction and loyalty
- Proactively educate clients and intermediaries on new product features and provide ongoing education to client inquiries
- Meet service quality and productivity standards to ensure a positive client experience and maximize service levels
- Resolve or negotiate 'win-win' solutions to client issues independently
- Document and track client discussions or complaints and maintain client contact records
- Identify trends and patterns of client issues, and escalate to upper level management
- Complete and participate in ongoing training and education to remain current of product, industry, service and administrative changes
- Problem Solving using logic and methods to solve difficult problems with effective solutions.
Senior Corporate Client Account Representative
Manulife/John Hancock
05.2017 - 09.2017
- Independently manage a Block of retirement contracts daily
- Deliver professional and trusted service to JHRPS clients, brokers, third party administrators and plan participants as required
- Build solid relationships both internally (including the field sales team) and externally to foster customer satisfaction and loyalty
- Proactively educate clients and intermediaries on new product features and provide ongoing education to client inquiries
- Meet service quality and productivity standards to ensure a positive client experience and maximize service levels
- Resolve or negotiate 'win-win' solutions to client issues independently
- Document and track client discussions or complaints and maintain client contact records
- Identify trends and patterns of client issues, and escalate to upper level management
- Complete and participate in ongoing training and education to remain current of product, industry, service and administrative changes
- Problem Solving using logic and methods to solve difficult problems with effective solutions.
Corporate Client Account Representative
Manulife/John Hancock
06.2015 - 05.2017
- Deliver professional and trusted service to JHRPS clients, brokers, third party administrators and plan participants as required
- Proactively educate clients and intermediaries on new product features and provide ongoing education to client inquiries
- Meet service quality and productivity standards to ensure a positive client experience and maximize service levels
- Resolve or negotiate 'win-win' solutions to client issues independently
- Document and track client discussions or complaints and maintain client contact records
- Identify trends and patterns of client issues, and escalate to upper level management
- Complete and participate in ongoing training and education to remain current of product, industry, service and administrative changes
- Problem Solving using logic and methods to solve difficult problems with effective solutions.
Client Care Specialist
CIBC
11.2014 - 03.2015
- Handling customer inquiries
- Provide sales opportunities to customers
- Updating client's data
- Review accounts and provide info and solution where necessary.
Business Advisor/Sales Representative
Business Development Center
09.2012 - 11.2014
- Assisted and guide clients in setting up small businesses
- Advised clients on the best business structure based on the nature of their business
- Identify customers needs and cultivate effective sales strategies via phone and in person
- Assist customers with business registrations daily.
Education
Honors, Bachelor of Public Administration, Specializing in Management -
York University
Ontario, Canada01.2013
Bachelor of Science, Management Studies (Accounting) -
University of The West Indies
Kingston, Jamaica01.2007
Certificate - Investments Funds
IFSE
Toronto 01.2015 - 07.2015
Skills
- Retirement Plan Management
- Excellent Research Skills
- Advanced communication skills
- Ability to analyze, evaluate and resolve issues
Timeline
Research & Resolution Specialist
Manulife/John Hancock
11.2022 - Current
Service Advisor
Manulife/John Hancock
05.2022 - 11.2022
Corporate Client Account Manager
Manulife/John Hancock
09.2017 - 05.2022
Senior Corporate Client Account Representative
Manulife/John Hancock
05.2017 - 09.2017
Corporate Client Account Representative
Manulife/John Hancock
06.2015 - 05.2017
Certificate - Investments Funds
IFSE
01.2015 - 07.2015
Client Care Specialist
CIBC
11.2014 - 03.2015
Business Advisor/Sales Representative
Business Development Center
09.2012 - 11.2014
Honors, Bachelor of Public Administration, Specializing in Management -
York University
Bachelor of Science, Management Studies (Accounting) -
University of The West Indies
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