NIENKEL JOLAPAL
Kitchener,ON
Summary
Dedicated and results-driven customer service professional with over 5 years of experience in building strong customer relationships, resolving complex issues, and delivering exceptional service in both retail and corporate environments. Adept at handling inquiries, managing conflicts, and implementing strategies to improve customer satisfaction and retention. Proven ability to collaborate with cross-functional teams, manage high-volume workloads, and ensure seamless customer experiences. Passionate about leveraging skills to drive customer loyalty and deliver exceptional service
Overview
9
9
years of professional experience
Work History
WORKERS COMPENSATION COORDINATOR
Lifeworks
Kitchener, ON
11.2020 - Current
- Acted as a primary point of contact for workers' compensation case management, assisting in resolving client inquiries and guiding them through claims processes
- Communicated with provincial boards and clients to obtain, clarify, and relay information about claims, ensuring customers were informed and supported throughout the process
- Supported a team to ensure timely and accurate resolution of workers' compensation cases, maintaining customer satisfaction through clear communication and effective service delivery
- Coordinated return-to-work programs and job accommodation services, assisting injured employees in navigating workplace transitions with clear guidance and compassion
Customer Care Representative
Sunlife Financial
Kitchener, ON
03.2017 - 10.2020
- Provided superior client care through sharing extensive product knowledge, following organizational processes and responding to client needs.
- Followed up with insured individuals regarding premiums and deductibles
- Collaborated with claims department and insurance anti-fraud organizations to resolve claims
- Organized and facilitated weekly meetings with team members implementing quarterly targets to be achieved and standards to be held within the department
- Evaluated all evidence with the ultimate goal of creating positive outcomes for client claims.
- Supported Human Resources through maintaining confidential documentation systems, data entry, and participating in peer mentorship around my areas of expertise.
RETENTION SPECIALIST
Nordia Inc.
Kitchener, ON
10.2015 - 02.2017
- Managed customer retention efforts by resolving issues and handling inquiries with a focus on reducing cancellations and improving satisfaction
- Utilized excellent conflict resolution skills to address customer complaints, ensuring positive outcomes and strengthening customer loyalty
- Developed and implemented retention strategies to improve customer experience, resulting in a significant decrease in attrition rate
- Provided personalized service by offering exclusive deals and discounts tailored to customer needs and preferences
- Effectively used CRM software to track customer interactions, identify service gaps, and provide proactive support
Education
ASSOCIATE IN ARTS (A.A.) - SOCIAL STUDIES
University of Kansas
Lawrence, KS, US04-2015
Skills
- Analytical Skills
- Committed team member
- Interpersonal Skills
- Customer Advocacy
- Stress Management
Timeline
WORKERS COMPENSATION COORDINATOR
Lifeworks
11.2020 - Current
Customer Care Representative
Sunlife Financial
03.2017 - 10.2020
RETENTION SPECIALIST
Nordia Inc.
10.2015 - 02.2017
ASSOCIATE IN ARTS (A.A.) - SOCIAL STUDIES
University of Kansas
Similar Profiles
Krystin GonzalesKrystin Gonzales
Rapid Rehousing Case Manager at LifeWorksRapid Rehousing Case Manager at LifeWorks
CRYSTAL BIRD CAVIELCRYSTAL BIRD CAVIEL
Community Based Counselor at LifeworksCommunity Based Counselor at Lifeworks
Thomas SolomonThomas Solomon
Home Health Caregiver at LifeWorksHome Health Caregiver at LifeWorks
Christina BomChristina Bom
Caregiver at LifeWorksCaregiver at LifeWorks
Kathryn MalcolmKathryn Malcolm
Claims Representative, Accident Benefits at Definity InsuranceClaims Representative, Accident Benefits at Definity Insurance