Julien-Robert Kadianda
Chateauguay ,QC
Summary
Records management specialist, dedicated to customer service and attention to detail, with 9 years' experience in the field. Able to prioritize, multi-task and persevere to achieve goals. Team player, flexible and goal-oriented. Expertise in planning, customer relationship management and document control. Autonomous and able to make quick decisions, enabling me to manage customer files with a view to customer satisfaction and loyalty.
Overview
10
10
years of professional experience
Work History
Disability Case Manager
Manulife
Montreal, Quebec
02.2024 - Current
- Provided emotional support during times of stress or crisis situations encountered by clients with disabilities.
- Educated clients on disability rights, benefits, entitlements and self-advocacy skills.
- Conducting comprehensive evaluations to understand the individual's medical condition, functional limitations, employment status, and support needs.
- Creating individualized plans outlining goals, interventions, and service providers based on the client's assessment.
- Reviewing disability claims, determining eligibility, and managing claim payouts according to policy guidelines.
- Analyzing medical documentation from healthcare providers to assess the severity of disability and treatment options.
- Contacting employers, healthcare providers, and other relevant parties to gather information, coordinate care, and discuss return-to-work strategies.
- Developing and implementing plans to help individuals gradually return to their job with appropriate accommodations.
- Arranging and monitoring rehabilitation services like physical therapy, occupational therapy, or vocational training.
Disability Case Manager
Sun Life
Montreal, QC
05.2023 - 01.2024
- Provided ongoing case management support to ensure access to appropriate services and resources.
- Maintained up-to-date case records with case activity status.
- Responsible for proactively managing disability claims (STD, LTD and Waiver) by determining duration of disability through evaluation of medical information and job duties.
- Assess the extent of disability by interviewing or writing to the claimant and employer, and providing regular updates.
- Conduct a medical investigation by telephone or in writing with the claimant, employer, physicians and other medical service providers.
- Draft letters to inform all parties concerned of disability decisions;
- Respond to all telephone inquiries made by the applicant, physicians, lawyers, regarding the assessment of the claims.
- Adhere to service level agreements associated with policy holder claims;
Customer Service Specialist
Canada Life
Montréal, QC
01.2019 - 02.2023
- Enter and track data in the customer portal, ensuring that it is updated in the event of any changes, such as a change of address.
- Communication with customers to ensure correct capture of required services and to manage any modifications according to customer needs.
- Maintain solid, value-added relationships with customers on a daily basis, providing them with product knowledge to develop the company's business.
- Share detailed information on over 20 service options to help customers make a decision.
- Handling over 70 inbound calls a day to answer customer queries, resolve problems and provide information on new products and services, plus routing incoming calls to the appropriate people or departments.
- Key achievement: 10% increase in customer satisfaction by answering questions effectively, suggesting appropriate solutions and resolving problems quickly.
Technical Support Representative
Koodo
Montréal, QC
01.2016 - 12.2018
- Handled customer service issues by providing guidance or escalating for advanced support.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Served as first point of contact for incoming technical service calls and emails.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
- Demonstrated advanced product knowledge to solve customer issues.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Supported customers with online billing, access and account issues.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Customer Service Representative
Greenwich Associates
Montréal, QC
09.2014 - 11.2016
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Interacted with over 50 customers per day to improve their experience while maintaining a warm and friendly demeanor.
- Conducted more than 50 opinion surveys a day, asking questions following a pre-established questionnaire, and recording responses in a computer database.
Sales Representative
Visalus
Montréal, QC
01.2015 - 01.2015
- Developed key customer relationships to increase sales.
- Achieved 100% of my monthly targets on average, with average sales of $10,000, applying the sales techniques and sales pitch set.
- Recruited around 15 new customers per month and kept in constant communication with my existing customers through e-mails and phone messages.
- Fostered brand recognition by promoting the brand and products while distributing samples and merchandise.
- Created unique marketing plans based on business needs for each different product.
- Main achievements: Managed and supervised teams, delegating tasks according to individual skills, evaluating quality of work, resolving internal conflicts.
Education
Certificat en Gestion d'Innovation -
HEC
Montreal, QC2024
High School Diploma -
École Secondaire Louis-Philippe Paré
Châteauguay, QC2014
Skills
Focused on customer service
Good command of technology
Call center experience
Record keeping
Active listening skills
Good interpersonal skills
Task Prioritization
Patient Support
Case Management
Case Planning
Crisis Intervention
Problem-Solving
Languages
English
Full Professional
French
Native/ Bilingual
Timeline
Disability Case Manager
Manulife
02.2024 - Current
Disability Case Manager
Sun Life
05.2023 - 01.2024
Customer Service Specialist
Canada Life
01.2019 - 02.2023
Technical Support Representative
Koodo
01.2016 - 12.2018
Sales Representative
Visalus
01.2015 - 01.2015
Customer Service Representative
Greenwich Associates
09.2014 - 11.2016
Certificat en Gestion d'Innovation -
HEC
High School Diploma -
École Secondaire Louis-Philippe Paré
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