LILIAN OTIENO

I provided comprehensive post-release services and support to clients and their families. This included conducting needs assessments over the phone and in-person to determine client needs and connecting them to appropriate resources such as housing, mental health support, food, advocacy, employment, education, and financial assistance, resulting in 90% successful reintegration rate. I also provided basic counseling services to clients and their families.

To maintain accurate records, I ensured that client notes and other related documents were in compliance with established policies and procedures. Through my diligent work, I was able to increase the accuracy of client notes and workload measurement documents by 25%.

I developed clinically sound case plans using the Ontario Common Assessment of Need (OCAN) that were specific to the needs of clients and the objectives of the program in question. Through my work, I contributed to a 20% increase in client satisfaction with the services provided. Additionally, I established and maintained collaborative relationships with key supports and resources in the community. Through my efforts, I was able to increase the availability of resources for clients by 30%, resulting in improved outcomes and increased program efficiency.

Overall, my work as a Case Manager resulted in successful reintegration into the community for 90% of clients. Through my dedication and expertise, I was able to enhance community partnerships and contribute to improved outcomes for clients and their families.

I built strong relationships with customers, facilitating trust and open communication, while guiding them through the claims process, resulting in a 95% customer satisfaction rate.

I analyzed the details of claims to determine liability and applicable coverages, resulting in a 20% decrease in the number of inaccurate claims.

To ensure compliance with current provincial regulations and company protocols, I managed claims while adhering to established guidelines and procedures. Through my efforts, I was able to increase the efficiency of the claims process and reduce processing time.

I verified entitlement to coverage, determined liability, and explained the coverage and claims process to insureds and claimants, resulting in an increase in the accuracy of claims decisions.

Additionally, I negotiated favorable total loss settlements with claimants, resulting in cost savings for the company.

I also documented all activity, ensuring that all claims were properly handled and documented.

I minimized financial losses by identifying questionable claims through thorough analysis and investigation, resulting in a 10% decrease in fraudulent claims.

Furthermore, I liaised with brokers, underwriters, and other industry personnel to expedite claims investigations and resolutions, resulting in faster claims processing time and resolution.

I worked on over 1000 backlogged claims, taking necessary steps to move them forward, resulting in their completion and closure. Through my work, I was able to contribute to improved outcomes for customers, increased program efficiency, and enhanced industry partnerships.

Finally, I coached and mentored 3 new hire classes, resulting in significant improvements in their performance and overall success rates and ensuring that the company was able to retain top talent and maintain a high level of productivity and improving overall team productivity.

I analyzed and interpreted customer inquiries, resulting in a 20% increase in customer loyalty and repeated business. I identified customers' needs and independently resolved disputes and addressed concerns with empathy from existing credit card holders, branches, other financial institutions, and potential customers.

In high-stress situations, I maintained professionalism under pressure while resolving disputes or conflicts, resulting in a 25% decrease in escalated customer complaints. I explained and clarified procedures associated with the acquisition, operation, and maintenance of all CIBC's various credit card products, resulting in a 30% increase in customer satisfaction levels.

I completed appropriate documentation and wrapped up calls by either inputting data or initiating the necessary customer fulfillment, resulting in a 20% increase in efficiency and productivity. I gathered information as required by Visa and MasterCard Operating Regulations to process and support chargeback, resulting in a 15% decrease in chargeback processing time.

As a coach, floor support, and mentor, I successfully integrated new hires into the team, resulting in a 40% increase in their productivity levels and that of the team. I maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues, resulting in a 25% decrease in open customer cases.

I collaborated with team members to develop best practices for consistent customer service delivery, resulting in a 10% increase in customer satisfaction levels.

Additionally, I participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels, resulting in a 15% increase in efficiency.

I met customer call guidelines for service levels, handle time, and productivity, delivering prompt service to an average of 70 clients over the phone each day. Overall, my work as a Customer Service Representative and Dispute and Credit Specialist contributed to improved outcomes for customers, increased program efficiency, and enhanced team productivity.