FLORY-ANN DELA CRUZ
Summary
Enthusiastic and highly organized Administrative Assistant with over 16 years of experience working in a corporate environment, seeking the position as a Human Resources Clerk at the Seven Oaks School Board Office. Dependable with a solid background in enrollment processing, data management and compliance with regulatory standards. Offering a strong work ethic, superior administrative skills, and proficiency in a multitude of Microsoft Office applications and Payroll Administration.
Overview
24
24
years of professional experience
Work History
Enrolment Processor- Business Admin Solutions
Canada Life Assurance Company
01.2021 - 06.2024
- Process and maintain employee/dependent certificate information for large Group customers in an online environment using multiple intake processes.
- Determine whether insurance applications meet contractual provisions and the employee's eligibility for various benefits according to the class and division structure.
- Analyze and investigate inquiries received from internal and external clients to complete a wide range of basic to advanced enrolment tasks.
- Identify employee and/or dependent applications which require additional approval, basing decisions on contractual and administrative provisions.
- Calculate benefit amounts based on the employee's profile for accurate billing.
- Create tax letters and calculate data upon request.
- Investigate and resolve discrepancies identified from data integrity reports and making necessary adjustments to ensure accuracy.
- Frequent communication via telephone, email and written correspondence with internal and external clients to provide excellent customer service.
- Act as a business and technical resource for Enrolment issues, provide support for other business areas and participate in departmental and divisional projects.
- Provide training, mentoring and support to peers as required.
- Create and maintain enrolment procedures specific to client as required.
- Investigated issues and created solutions for new customers.
- Maintained detailed and accurate records between multiple databases and programs.
- Conducted financial screening and documentation gathering for clients to determine qualification for payment programs.
- Streamlined enrollment processes by implementing efficient data entry and verification techniques.
- Assessed applicant eligibility based on established criteria, providing fair opportunities for all prospective clients.
- Maintained accurate records of all clients through meticulous data management practices.
- Ensured compliance with institutional policies and federal regulations throughout the entire enrollment process.
- Reduced processing time by identifying bottlenecks in the workflow and implementing strategic solutions for improvement.
- Collaborated with team members to continuously improve enrollment procedures for optimal efficiency.
Payroll Administrator
Trans-X Group of Companies
01.2019 - 10.2020
- Ensure accurate and timely processing of the Company's payrolls and related reconciliations.
- Audit payroll information to identify and resolve discrepancies, ensuring data integrity.
- Process payroll liabilities including Federal and Provincial tax information, earnings, deductions, and garnishments.
- Prepare Records of Employment and various reports.
- Assess requests, develop business plans, test and implement payroll solutions.
- Stay current with and manage the implementation of changes to employment and tax laws related to Canadian payroll processing (including Quebec).
- Prepare, analyze, and reconcile periodic, quarterly, and annual tax payments.
- Process and file all applicable tax forms, returns, documents for year-end payroll processing.
- Administer and manage short-term disability payments in collaboration with our plan provider.
- Continuously seek ways to automate payroll processes and recommend improvements to streamline operations.
- Take ownership of payroll processes, ensuring they are efficient, compliant, and aligned with company goals.
- Always maintain a high degree of confidentiality and professionalism.
- Perform other duties as assigned.
- Calculated payroll deductions by accurately using ADP and processed payroll to meet preset requirements.
- Uploaded time records into computer system and made adjustments to create accurate database for payroll processing functions.
- Reduced errors in payroll calculations with meticulous attention to detail and thorough data verification.
- Verified and submitted timekeeping information for accurate and efficient payroll processing.
- Responded to employee inquiries to provide information regarding payroll deductions and related issues.
- Provided excellent customer service by addressing employee inquiries about their paychecks promptly and accurately.
- Submitted reports on payroll activities.
- Performed calculations in overtime, vacation, and sick hours to provide accurate data to payroll processing database.
- Managed employee records on database to maintain accuracy and updated information.
- Supported the overall financial health of the organization by ensuring accurate and timely payroll processing, contributing to a positive work environment.
Enrolment Processor- New Business Renewals
Great-West Life Assurance Company
04.2014 - 09.2017
- Enter new client information into the Great-West Life internal system.
- Process Individual and Group applications for insurance coverage.
- Process Short Term Disability, Long-Term Disability coverage and Severances.
- Process, update and or verify client payment information (check info.).
- Maintained detailed and accurate records between multiple databases and programs.
- Investigated issues and created solutions for new customers.
- Conducted financial screening and documentation gathering for clients to determine qualification for payment programs.
- Fostered new business relationships through inbound lead follow-up.
- Streamlined enrollment processes by implementing efficient data entry and verification techniques.
- Process client personal information such as name, year of birth, address, income, dependents.
- Process client information such as marital status: single, family, couple, single parent etc.
- Process client Administration.
- Information such as Benefit Class, Admin Class, Employer information.
- Verify if claims for health care, dental or vision have been paid out.
- Process Layoffs, Leave of Absence, Maternity Leave, Termination, Reinstatement of partial or full coverage.
- Forward specific inquiries to appropriate person or department.
- Send out missing information documents to Plan Administrators and to clients.
- Call Plan Administrator to verify/confirm information.
- Process Death Certificates.
- Process Birth notices.
- Process student coverage notice (verification of registration).
- Process retiree notices.
- Process co-habitation notices.
- Process group salary updates.
- Issue/ reorder drug cards and client/dependent cards.
- Investigation on rejected claims.
- Process late applicants.
- Explanation in a phone call or letter as to why certain client request(s) cannot be met due to Member Administration guidelines.
- Inquiries on cancellation credits.
New Business/Renewals- Underwriting
Great-West Life Assurance Company
01.2011 - 04.2014
- Assemble New Groups, Spin Off's, ASO, Optional Life and Select-Pac Transfers.
- Verify groups have been set up correctly.
- Code and calculate benefit for Select-Pac Transfers.
- Code and calculate benefit rates for New Groups.
- Record Reserve Adjustment Factors.
- Update rates on PAS for both Select-Pac Transfers and New Groups.
- Manage ADHOC requests and payments for reports .such as Terminations, Claim Histories, Orthotics, Deductibles, HCSA etc.
- Answer questions via phone, email and letters regarding ADHOC prices/fees.
- Collaborate with GrpBen Techsup Analyst.
- In Force strict payment guidelines for all ADHOC requests.
- Correspond with GrpBen Techsup daily regarding requests, payments and prior release of ADHOC reports.
- Run multiple reports daily within ISPF and PAS such as BEN6, BEN8, BEN5, BEN16, Health Claims, Runoff, Life/Death Claims, LTD Expansion, DLR's, PAS reports, 520's and 530's.
- Create 'datasets' for reports or run paper copies.
- In Force strict guidelines for all BEN and Pooling reports requested.
- Manipulate BEN reports from ISPF into Excel.
- Order Life Waivers on the Reserves and Death Claims Database.
- Order Pooling reports using Cognos.
- Responsible for transfer files, large non refund files gone Small non refund.
- Update Underwriting Office on PAS for transferring policies, incoming and outgoing.
- Code and calculate benefit rates using an 'Electronic Buff Card' for LNR gone SNR cases.
- Prepare and assign incoming Transfer Files to SNR Underwriters.
- Request Census Data for Self Accounting cases.
- Prepare Census Data which includes manipulating employee Benefit Class, Admin Class, Marital Status, Health/Vision/Dental Benefits, Salaries, and volumes for Life, LTD, AD&D, STD etc.
- Prepare Census Data for the upcoming renewal.
- Manipulate and PQT Census Data into Automated Rating Calculator (ARC).
- Download Census Data groups from PAS and import into ARC for PQT (Excel data converter).
- Manipulate both English and French Census Data.
- Once Census Data is imported into ARC bring file to head Analyst of SNR Auto Renewal to complete the renewal.
- This is time sensitive with a strict deadline.
- Set-up, Terminate, and or Revise Pooling on PAS for WPGS groups including CADA.
- Confirm the right benefit class and divisions are set up with pooling.
- Organize and distribute all of GIU mail, files, and reports (incoming and outgoing).
General Calculation- Underwriting
Great-West Life Assurance Company
01.2008 - 01.2011
- Filing and clerical duties.
- Organize and distribute all mail, files, and reports (incoming and outgoing).
- Maintain and update Word/Excel documents for: Terminate Files, Closed Perm Files, Split Files and Transfer Files.
- Order batch PAS reports.
- Order batch policy files from Company Records.
- Sort and send large boxes of reports to Montreal and London Group Offices.
- Download policies from PAS and processed approvals.
- Calculate and set up New Business Prospects, Regular Renewals and CADA groups.
- Prepare alternate quotations as directed by an Underwriter.
- Ensure completed information and rates.
- Print Group Information, Rates and Premiums, Employee Information, Life and LTD.
- Revise internal programs as directed by an Underwriter or as per PAS report.
- Request and set up Census Data for Self Accounting cases.
- Manage multiple cases simultaneously while still meeting strict deadlines.
- Prepared detailed reports on renewal activities, analyzing trends for insights into improving departmental processes or strategies.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Proved successful working within tight deadlines and a fast-paced environment.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Coding Assistant- Underwriting
Great-West Life Assurance Company
01.2005 - 01.2008
- Filing and clerical duties.
- Organize and distribute all mail, files, and reports (incoming and outgoing).
- Code and calculate renewal rates.
- Communicate with the Group Representatives daily.
- Prioritize cases to meet demanding target dates.
File Clerk- Underwriting
Great-West Life Assurance Company
08.2004 - 01.2005
- Filing and clerical duties.
- Create letters, documents and Power Points.
- Organize and distribute all mail, files, and reports (incoming and outgoing).
- Order computer reports and policy files.
- Order, sort and file batch reports.
- Send physical files to Toronto, Montreal and London Group Offices.
- Manage Excel for Closed Perm and Terminated Files.
- Send and order large amounts of files from Company Records.
- Create new files, split files, and repaired files.
- Create new files for Canada Life transfers.
- Manage Prospect files and Prospect filing within the large side of Underwriting.
- Overall general SNR office organization.
Customer Service Representative
Convergys Canada
01.2000 - 01.2004
- Answer inquiries from customers as well as explaining the products and services offered – by phone, email or mail.
- Receive, process, and track customer orders using internal systems.
- Investigate and resolve issues and complaints from customers.
- Act as the liaison between the customer and the Service Centre.
- Communicate with employees and customers through e-mail, mail, or phone.
- Proactively engage potential customers to promote products and services.
- Establish genuine relationships with customers; offering expert advice on internet, phones, rate plans, accessories, and protection plans to fit their personalized needs.
- Understand carrier mix, promotional offerings, and pricing.
- Upsell additional products to enhance the customer's experience.
- Collaborate with peers to increase and drive sales.
- Effectively communicate features and benefits to customers.
- Process sales transactions and maintain accurate inventory records.
- Perform follow up interactions with clients to ensure satisfaction post sale.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Adhoc duties and tasks as required.
Education
College - Business Administration
Robertson College
Winnipeg, MB01-2019
Skills
- HR Policies Implementation
- Customer Service
- Attention to Detail
- Excellent Communication
- Organizational Skills
- Application processing
- Data Entry
- Excellent administrative abilities
- Payroll Processing
- Payroll and benefits administration
- Microsoft Office Suite
Timeline
Enrolment Processor- Business Admin Solutions
Canada Life Assurance Company
01.2021 - 06.2024
Payroll Administrator
Trans-X Group of Companies
01.2019 - 10.2020
Enrolment Processor- New Business Renewals
Great-West Life Assurance Company
04.2014 - 09.2017
New Business/Renewals- Underwriting
Great-West Life Assurance Company
01.2011 - 04.2014
General Calculation- Underwriting
Great-West Life Assurance Company
01.2008 - 01.2011
Coding Assistant- Underwriting
Great-West Life Assurance Company
01.2005 - 01.2008
File Clerk- Underwriting
Great-West Life Assurance Company
08.2004 - 01.2005
Customer Service Representative
Convergys Canada
01.2000 - 01.2004
College - Business Administration
Robertson College
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