Nathalie Kazadi
Winnipeg,Manitoba
Summary
Dedicated bilingual professional with over 16 years at Canada Life, demonstrating strengths in customer service, time management, teamwork, and adaptability. Good at solving problems and building successful solutions for the clients. Dependable employee seeking an opportunity to expand skills and contribute to the company's success. Excited about the opportunity to take the next career step with Canada Life.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Staff Plan Representative
Canada Life
Winnipeg, Manitoba
09.2023 - Current
- Assisted in the coordination of Canada Life employees with annual benefits open enrollment, and ensured smooth implementation.
- Liaised between employees and employers to resolve complex benefit questions.
- Assisted with HR workload and improved the onboarding experience.
- Monitored incoming requests, tracked resolution timelines, and escalated high-priority issues.
- Handled all cases of inquiry entered by employees by telephone and email.
- Utilized multiple systems to administer the benefits system for employees, including systems like Mainframe, Copilot, Salesforce, Excel, Outlook, GroupNet Flex, and TELUS Health.
- Updated the database with current operational information and customer data.
Health Care Aide
Foyer Valade
Winnipeg, Manitoba
06.2005 - Current
- Worked alongside registered nursing staff and followed care plans.
- Documented care actions & vitals.
- Promoted patients' recovery and improvement by implementing outlined treatment plans.
- Monitored patient conditions and reported problems to nursing staff.
- Helped patients with mobility needs, including toileting and transport for scans or procedures.
Client Specialist Benefit Administration
Canada Life
Winnipeg, Manitoba
07.2017 - 09.2023
- Provided guidance to employees/members of outsourced clients who have questions about or problems with their benefit option choices.
- Provide telephone support to outsourced clients on GroupNet for Plan Administration, GroupNet Flex, and EAS with inquiries on.n
- Porvided coverage information, premium calculation, claim submission procedures
- Responded to email inquiries.
- Communicate with the Benefit Payment Office and the client to resolve eligibility and claim settlement issues.
- Assisted in ongoing maintenance of employee/member enrollment data
- Assist with member re-enrollment calls and enrollment work for outsourced clients.
Senior Customer Service Specialist
Canada Life
Winnipeg, Manitoba
10.2009 - 12.2016
- Restored satisfaction and loyalty in customers with serious concerns by using expert communication skills and smoothly resolving various problems.
- Delivered fast and friendly service to handle questions and service complaints.
- Handled sensitive and complex issues in a timely and accurate manner.
- Fostered relationships with plan administrators, brokers, advisors, and plan members.
- Fielded inquiries via email and telephone to answer questions about payments, service concerns and product questions.
Education
Bachelor of Science (B.S.) - Nursing
College of Medical Sciences
RD Congo, DRCCertification - Health Care Aide
Saint Boniface College
WinnipegSkills
- Language: English & French
- Customer service
- Technical skills
- Reliability
- Active listening
- Problem solving
- Multitasking
- Teamwork and collaboration
- Time management
- Mathematics
- Data entry
- Employee onboarding
- Benefits administration
Certification
- Loma ALMI
- ACS 101
- FLMI Level 1
References
References available upon request.
Timeline
Staff Plan Representative
Canada Life
09.2023 - Current
Client Specialist Benefit Administration
Canada Life
07.2017 - 09.2023
Senior Customer Service Specialist
Canada Life
10.2009 - 12.2016
Health Care Aide
Foyer Valade
06.2005 - Current
Bachelor of Science (B.S.) - Nursing
College of Medical Sciences
Certification - Health Care Aide
Saint Boniface College
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