LISE PINARD
Windsor,Ontario
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Results-oriented Analyst skillful in managing and breaking down large volumes of information. Proactive at heading off issues in operations, workflow and production by uncovering trends affecting business success.
Overview
21
21
years of professional experience
Work History
Enrolment Analyst, Client Administration
GREEN SHIELD CANADA
01.2021 - Current
- Liaison with internal and external stakeholders in implementation of new clients and change management of existing clients
- Business contact for IT and clients for system related issues
- Key business user in development and testing of system initiatives and changes including managing system problems
- Data manipulation including report design and creation as needed.
Client Service Representative- HBM
GREEN SHIELD CANADA
01.2018 - 01.2021
- Support to RBCI
- Plan changes
- Manage RBC email inbox
- Prepare PSOS worksheets when applicable
- Set up new plan sponsors
- Online administration access set up for administrators, sales and service representatives.
Plan Sponsor Administration (HBM+ and GSC)
GREEN SHIELD CANADA
01.2016 - 01.2018
- Assist with plan administrator billing inquiries
- Online Administration
- Volume and GSI profile set up
- Monthly Billing review
- Plan member enrollment and maintenance
- Business Objects reporting as needed
- Retiree transfers
- Review and clear EE file errors and report back discrepancies as needed
- Travel applications
- Overage Audits.
Customer Service Representative
GREEN SHIELD CANADA
01.2011 - 01.2016
- Provide bilingual inbound call center customer support along with outgoing emails to plan members, plan administrators and service providers regarding eligibility, claims inquiry online support and electronic transactions.
Supervisor/SME
ADITYA BIRLA, MINACS
01.2010 - 01.2011
- Subject Matter Expert representing Chrysler Canada
- Delegate projects and assure timeline requirements are met and client satisfaction
- Work with Information Technology and Services department to develop or enhance new and current systems
- Provide clients with feedback and resolutions related to marketing materials which could affect consumer satisfaction
- Communicate with various Chrysler affiliates to provide and/or receive feedback and resolution on outstanding cases
- Perform client system payment uploads, manual payment adjustments, chargebacks and re-edits as required
- Travel to various locations both Canada and U.S
- As required
- Provided weekly and monthly reporting to Management, Account Executives and Client.
Supervisor for Incentive claims audit department
ADITYA BIRLA, MINACS
01.2010 - 01.2011
- Assure dealership claims are processed and paid in a timely manner
- Quality control of claims accuracy
- Process time sheets, and manage employee entitlements
- Provide team feedback and regular performance evaluations.
Program Specialist
BBDO WINDSOR
01.2007 - 01.2010
- Receive, review and execute projects directly from Account Executive and/or Chrysler along with follow up and reporting as required
- Communicate with various Chrysler affiliates to provide and/or receive feedback and resolution on outstanding cases
- Work with Information Technology and Services department to develop or enhance new and current systems
- Create reference and training documents for call center use on behalf of Chrysler
- Travel to call center to provide assistance, educate and assure hotlines are providing customer service as specified by Chrysler
- Review all call center escalations and provide feedback
- Provided weekly and monthly reporting to Management, Account Executives and Client.
Operations Engineering Supervisor
BBDO WINDSOR
01.2005 - 01.2007
- Supervisor for a team of Customer Service Representatives for multiple Chrysler Canada hotlines
- All hotlines provide Business to Business support and cover a wide range of programs
- Conducted recruiting, performed monthly and quarterly quality evaluations and processed times sheets
- Manage multiple data entry and outbound call projects at any given time
- Weekly and monthly reporting to Management and Account Executives
- Attended regular on and off site meetings.
Call Center Team Leader
BBDO WINDSOR
01.2004 - 01.2005
- Filtered agent escalations to and from Account Coordinators and Executives
- Assisted in bi-weekly call quality monitoring
- Created training documents and provided all new hire training.
Call Center Customer Service Representative
BBDO WINDSOR
01.2003 - 01.2004
- Provided inbound and outbound call customer service for Canadian lines of business for Chrysler dealerships, Regional and District Representatives
- Assisted on multiple data entry projects.
Education
Certification - Group Benefits Associate (GBA) 2
International Foundation of Employee Benefit Plans
Online2022
Certification - Group Benefits Associate (GBA) 1
International Foundation of Employee Benefit Plans
Online2021
Certificates - Self Development
Linkedin Learning
Online2020
Skills
- Supervision and Leadership
- Organization
- Critical Thinking
- Relationship Building
- Process Optimization and Change Management
- Data manipulation
- Client relationship management
Timeline
Enrolment Analyst, Client Administration
GREEN SHIELD CANADA
01.2021 - Current
Client Service Representative- HBM
GREEN SHIELD CANADA
01.2018 - 01.2021
Plan Sponsor Administration (HBM+ and GSC)
GREEN SHIELD CANADA
01.2016 - 01.2018
Customer Service Representative
GREEN SHIELD CANADA
01.2011 - 01.2016
Supervisor/SME
ADITYA BIRLA, MINACS
01.2010 - 01.2011
Supervisor for Incentive claims audit department
ADITYA BIRLA, MINACS
01.2010 - 01.2011
Program Specialist
BBDO WINDSOR
01.2007 - 01.2010
Operations Engineering Supervisor
BBDO WINDSOR
01.2005 - 01.2007
Call Center Team Leader
BBDO WINDSOR
01.2004 - 01.2005
Call Center Customer Service Representative
BBDO WINDSOR
01.2003 - 01.2004
Certification - Group Benefits Associate (GBA) 2
International Foundation of Employee Benefit Plans
Certification - Group Benefits Associate (GBA) 1
International Foundation of Employee Benefit Plans
Certificates - Self Development
Linkedin Learning
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