Noah Habtemichael
Toronto,Ont
Summary
Client-focused professional with experience helping customers understand benefits, resolve account concerns, and access the right resources. Brings a strong record of accurate data review, expectation management, and collaboration across teams to improve service outcomes. Also brings workshop facilitation, mentoring, and advanced Microsoft Office skills.
Overview
20
20
years of professional experience
Work History
Customer Service Representative, Group Benefits Services
SUNLIFE FINANCIAL
WATERLOO
12.2022 - Current
- Implemented the Client for Life approach during all client interactions to enhance relationship building.
- Provided accurate, timely information to customers, medical and dental providers, and beneficiaries to support informed decision-making
- Educating members on benefits related to Medical, Dental, Life Insurance and Disability claims
- Managed members' expectations by delivering clear timelines for responses to critical concerns, enhancing trust and satisfaction
- Calculating and reviewing eligibility dates and remaining balances of critical services.
- Collaborated with internal departments to ensure members received correct information and were efficiently connected to appropriate resources
- Sun Life is a leading financial services organization dedicated to helping people achieve lifetime financial security and live healthier lives. We provide a wide range of insurance and investment products and services in key markets around the world including Canada, the United States, the United Kingdom, Hong Kong, the Philippines and Indonesia. At Sun Life, we have more than 34,000 employees and 112,900 advisors worldwide
Business Process Consultant, Group Retirement Services
MANULIFE FINANCIAL CORPORATION
TORONTO
04.2020 - 04.2021
- John Hancock Retirement Plan Services (JHRPS) Manulife US flagship The Analytics role had the responsibility of providing high quality service to a block of clients by responding effectively to questions, issues and problems. Additional duties involved client satisfaction and best practices.
- Confirmed investment portfolios, RRSP contributions, and eligibility inquiries to maintain accurate member account data.
- Advised members on investment funds and procedures for transfers and withdrawals to ensure compliance and member satisfaction.
- Routed members to appropriate investment advisors based on inquiry type to facilitate effective resolutions.
- Compiled financial data for member accounts with precision
Client Relations Specialist, CIBC
CIBC
TORONTO
07.2015 - 03.2020
- Provide account services to customers by receiving deposits and loans.
- Cross-sells bank products by answering inquiries, informing customers of new services and product promotions
- Processed special requests by closing accounts, taking orders for checks, exchanging foreign currencies, and completing safe deposit box procedures, ensuring customer satisfaction.
- Record transactions by logging cashier's checks, travelers check and other special services; preparing currency transaction reports.
- Maintain customer confidence and protect bank operations by keeping information confidential.
- Collaborated with team members to achieve shared objectives, fostering a cooperative work environment.
- CIBC is the leading provider of banking needs for the Canadian Imperial Bank of Commerce was formed through the June 1, 1961 merger of the Canadian Bank of Commerce and the Imperial Bank of Canada (founded 1873), the largest merger between chartered banks in Canadian history. It is an industry leader that provides banking needs for Canadians in all areas.
Client Service Associate, Operations
MANULIFE FINANCIAL CORPORATION
TORONTO
05.2013 - 06.2015
- Managed portfolio of 250 clients with over US$1 billion in assets, ensuring client needs were met.
- Delivered high-quality service to clients by responding to questions, issues, and problems.
- Build and maintain solid relationships with the customer base.
- Identified trends and patterns in client issues, and escalated to appropriate personnel for timely resolution.
- Collaborated with a process improvement team to identify service gaps and propose effective solutions.
- Monitor, control and minimize outstanding suspense account items.
- John Hancock Retirement Plan Services (JHRPS) Manulife US flagship The Client Service Associate role had the responsibility of providing high quality service to a block of clients by responding effectively to questions, issues and problems. Additional duties involved client satisfaction and best practices.
Patient Transport Assistant, Environmental Services
ST.MICHAELS HOSPITAL
TORONTO
07.2006 - 01.2017
- Transported patients to multiple areas of the hospital, maneuvering stretchers utilizing bed-side manners
- Assisted ER Department and TRIAGE on-call as a key team member, facilitating prompt patient care.
- Maintained and secured medical charts, safeguarding patient confidentiality and compliance with regulations.
- Transported biohazard materials to medical professionals, ensuring safe handling and timely delivery.
- Managed an on-call STAT pager to provide immediate assistance.
- Hired as the youngest employee at age 16 in the Environmental Services Department, supporting cleanliness and sanitation efforts.
- St. Michael's Hospital is a Catholic teaching and research hospital founded by the Sisters of St. Joseph in 1892 to care for the sick and poor in Toronto's inner city. Affectionately known as the Urban Angel, St. Michael's is renowned for providing exceptional patient care. As downtown Toronto's adult trauma centre, the hospital is a hub for neurosurgery, complex cardiac and cardiovascular care, diabetes and osteoporosis care, minimally invasive surgery and care of the homeless and disadvantaged. St. Michael's is also one of the province's major sites of care for critically ill patients.
Education
Master of Arts - Education
Queens University
Kingston, ON04-2028
Bachelor of Arts - Political Science
Wilfrid Laurier University
Waterloo, ON04-2013
Skills
- Client relationship management
- Customer relationship management
- Client engagement
- Effective communication
- Time management
- Organizational skills
- Team collaboration
- Teamwork
- Problem-solving
- Microsoft Office
- Microsoft Excel
Educational Qualification and Personal Training/Workshop
- Mentoring New Employees, Manulife Financial Corporation (2015-2015)
- Risk and Compliance Training, Manulife Financial Corporation (2014-2015)
- Finance, Budgeting & Customer Care, Manulife Financial Corporation (2014-2015)
Timeline
Customer Service Representative, Group Benefits Services
SUNLIFE FINANCIAL
12.2022 - Current
Business Process Consultant, Group Retirement Services
MANULIFE FINANCIAL CORPORATION
04.2020 - 04.2021
Client Relations Specialist, CIBC
CIBC
07.2015 - 03.2020
Client Service Associate, Operations
MANULIFE FINANCIAL CORPORATION
05.2013 - 06.2015
Patient Transport Assistant, Environmental Services
ST.MICHAELS HOSPITAL
07.2006 - 01.2017
Master of Arts - Education
Queens University
Bachelor of Arts - Political Science
Wilfrid Laurier University