Maryam Ramon
Pickering,ON
Summary
Experienced Customer Service Representative with over 5 years experience in fast-paced settings, skilled in technical support and employee benefits administration. Demonstrate a strong commitment to customer satisfaction, effectively resolving issues Proficient in Microsoft Office and adept at learning new technologies, aiming to leverage these skills to contribute to team success and revenue growth in a dynamic workplace.
Overview
5
5
years of professional experience
Work History
Benefits Services Representative
Ontario Teachers' Insurance Plan (OTIP)
Pickering, ON
07.2022 - Current
- Provide exceptional customer service to members regarding benefits, eligibility, and enrollment.
- Provide support throughout the benefits life cycle from enrolment to termination
- Provide support to health and dental providers by providing benefit details and claim explanations.
- Collaborate with carriers to resolve claim issues.
- Leverage technical troubleshooting skills to assist customers, enhancing their understanding and use of products.
- Assist members with website navigation to encourage the self-serve option and alleviate high influx of calls.
- Process enrollments and changes for health, dental, vision, life insurance, disability plans and other products.
- Analyze individual customer needs, identify problems and provided tailored solutions within required timeframes.
- Research inquiries using available resources to resolve members’ questions or complaints.
- Maintain compliance with all federal regulations related to benefits administration including HIPAA Privacy Rules and Regulations
- Responded to inquiries via phone, email, and chat with professionalism.
- Document accurate records of member interactions and transactions.
- Collaborate with team members to enhance service delivery standards.
- Made procedural decisions and judgments involving sensitive and confidential issues under stressful conditions.
- Manage enrollment process for new hires and address ongoing demographic updates.
- Resolve complex benefit issues by collaborating with internal teams and external partners as needed.
Benefits/Enrollment Representative
Alight Solutions
08.2021 - 07.2022
- Bank of America and PepsiCo HR service centres
- Handled high volumes of inbound and outbound customer calls as designated.
- Provided assistance by answering questions and resolving HR and financial issues related to healthcare benefits, life insurance, retirement plans, leaves of absence, and payroll.
- Processed transactions including health enrollments, tax updates, and direct deposit changes.
- Utilized computer navigation skills to efficiently manage various tools and systems.
- Created and updated database files while coordinating with third parties to address customer inquiries and updates.
- Explained group benefits and insurance terminology to members.
- Delivered navigation and troubleshooting support over the phone.
- Supported customers with account payments and established payment plans.
- Documented customer conversations to track requests, issues, and solutions.
- Educated customers regarding special pricing opportunities and company offerings.
- De-escalated customer concerns by maintaining a calm and friendly demeanor.
- Reviewed customer account details to identify current issues and propose potential solutions.
- Consulted with customers to determine effective methods for resolving service and billing concerns.
- Assisted customers with appeals and late entrant processes.
Customer Service/Technical Support
Sitel Canada
12.2020 - 05.2021
- Intuit Turbotax
- Respond promptly and clearly to customers’ inquiries utilizing available resources and strong product knowledge
- Document customer interactions appropriately and escalating to appropriate departments when necessary
- Help Customers with navigation and entry of their tax slips and forms in the program
- Assists Customers effectively using screensharing technology to be able to accurately solve their problems
- Break down tax language to customers for easy and effective navigation of the program
- Answer product questions and provide recommendations to customers according to their specific tax situations or needs
- Issue and process product refunds to customers when necessary
- Utilized automated systems to manage and track customer inquiries through to completion.
- Employed CRM, Salesforce and other ticket support systems
- Informed senior leadership of product development issues discovered via technical support calls with customers.
- Delivered remote Tier 1 IT support for hardware and software to company personnel.
Education
B.A. Degree - English & Literary Studies
Kwara State University
Nigeria06.2015
Skills
Courteous demeanour
Microsoft Office expertise
Experience with Salesforce systems
Customer relations
Technologically savvy
Inbound and Outbound Calling
Interaction documentation
Technical troubleshooting
Preauthorized debit and direct deposit
Billing explanation
Time management
Claim interpretation
Employee benefits laws
Policy Interpretation
Benefits Explanation
New employee enrollment
Relationship Building
Benefits administration
Accomplishments
- Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
Timeline
Benefits Services Representative
Ontario Teachers' Insurance Plan (OTIP)
07.2022 - Current
Benefits/Enrollment Representative
Alight Solutions
08.2021 - 07.2022
Customer Service/Technical Support
Sitel Canada
12.2020 - 05.2021
B.A. Degree - English & Literary Studies
Kwara State University