Penny Heimpel
Waterloo,Ontario
Summary
Experienced professional skilled in building client relationships and enhancing customer satisfaction. Proven ability to collaborate effectively within teams to drive company success and foster partnerships. Committed to delivering results through a positive and proactive approach.
Overview
27
27
years of professional experience
Work History
Kechnie Benefits Group Benefits Team Leader
Kechnie Health and Wealth Management
03.2013 - Current
- All aspects of contract/member set up, including Member enrolments, changes, terminations, sick leave, leave of absences and salary updates for both ASO and Health Care Spending Accounts, benefit plan system set up, plan amendments, prepare benefit packages, TPA for insured Group Benefit clients.
- Responded to inquiries regarding Group Benefit coverage and claims via email and telephone.
- Adjudicated and audited Health, Dental, and HCSA claims; monitored and submitted Cost Plus, Stop Loss, Life, Disability, and Critical Illness claims.
- Prepare quotes and provide assistance with benefit conversions;
- Monitored Trust accounts and arranged top-ups to ensure positive balances.
- Proficient use and knowledge of a variety of software systems, such as Admincare, Adjudicare, Word and Excel;
- Produced certificates, cards, and booklets for member distribution.;
- Database maintenance including website uploads, coding benefit plans on system, maintain online mobile access site, including creating marketing material
- Additional duties include training new employees and as required, filing, printing cheques, bank deposits and EFT uploads.
Plan Administrator/Customer Service Representative
Manulife Financial Group Benefits
03.2005 - 03.2013
- Resolved inquiries related to Group Benefits, including Extended Health Care, Dental, and Life, by providing accurate information and addressing billing discrepancies.
- Participated on Grouping and Dedicated Representative teams, responding to inquiries from various Manulife departments and serving specific large groups; handled service requests including administrative updates and plan setup investigations while resolving issues at all levels.
- Directed members and non-members to appropriate departments, assisted with issues related to the Manulife Financial Group Benefits website, and ensured accurate information delivery by following relevant documents and manuals.
- Earned Quality Assurance Certificate of Excellence awards for exceptional service, Commitment to Service awards and Rewards and Recognition awards
Customer Care Representative
Basics Office Products
05.2000 - 03.2005
- Answered telephone calls, resolved issues, placed orders, entered data, and provided accurate support to internal and external customers.
- Responded promptly to customer inquiries via phone, fax, or email.
- Provide customer service to both internal and external customers
- Received Employee of the Month awards for consistently exceeding performance expectations.
- May 2000-December 2002 and January 2004-March 2005
Accounts Receivables Clerk
Basics Office Products
12.2002 - 01.2004
- Analyzed accounts, researched issues, solved problems, filed documents, delivered customer service, provided statements and invoice histories, reached out to customers about overdue invoices, and maintained the ETS spreadsheet for a major account.
- Managed mail processing, data entry, and balanced payment processes, ensuring accuracy and timeliness.
- Analyzed accounts and resolved issues, provided statements and invoice histories, contacted customers about overdue invoices, and maintained ETS spreadsheet for major account.
Education
Bachelor of Arts - Political Science
University of Waterloo
Integrated Arts Program
Eastwood Collegiate Institute
Skills
- Client Relationship Management
- Customer communication
- Service excellence
- Time management expertise
- Adaptability to Change
- Conflict resolution
- Team supervision
Training/Courses
- Conestoga College
- Office Software Applications Program
Timeline
Kechnie Benefits Group Benefits Team Leader
Kechnie Health and Wealth Management
03.2013 - Current
Plan Administrator/Customer Service Representative
Manulife Financial Group Benefits
03.2005 - 03.2013
Accounts Receivables Clerk
Basics Office Products
12.2002 - 01.2004
Customer Care Representative
Basics Office Products
05.2000 - 03.2005
Bachelor of Arts - Political Science
University of Waterloo
Integrated Arts Program
Eastwood Collegiate Institute