Philippe Bérubé
Montréal (Pierrefonds)
Summary
Personable and analytical, ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
Overview
14
14
years of professional experience
Work History
Team Leader
Sun Life Financial
03.2021 - Current
- Lead my team and manage daily operations
- Assisted in recruitment to build team of top performers.
- Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Assessed emerging risks through ongoing research and monitoring of industry trends, proactively addressing potential threats before they materialized into significant issues.
- Improved decision-making processes by providing insightful recommendations based on thorough risk analysis.
Senior Case Manager
Sun Life Financial
12.2017 - 03.2021
- Diligent and timely manage the team inbox, which is the front-line contact for escalations and tier3 escalation coming from Resolution Case Managers
- Develop strong rapport with CCC Best Practice to identify and improve process and knowledge gaps for a favorable and profitable client experience
- Co-led the planning and implementation of the Resolution Case Manager offshore call center operations in Manila, Philippines
Resolution Case Manager
Sun Life Financial
01.2017 - 12.2017
- Exceeded all performance goals and targets set year over year
- Respond to Client Care Representative (CCR) inquiries and member level escalation in real time to support First Call Resolution
- Recognized by senior management and internal stakeholders for my ability to effectively handle member level escalations
Client Care Representative
Sun Life Financial
05.2015 - 01.2017
- Provide best-in-class client service
- Help clients with questions about our products, services, policies and claims through inbound calls, chats, and email
- Ensure our clients have the right information and taking the right amount of their time
- Successfully managed multiple tasks in a time-sensitive, fast-paced environment
Sales Representative
Telus Corporation
01.2011 - 01.2015
- Demonstrated keen ability to sell and up-sell to increase establishment sales in a face-to-face environment
- Entrusted store key holder with opening/closing shift duties
- Responsible to maintain store’s presentation
Education
Associate, Insurance Regulatory Compliance -
LOMA
06-2026
Skills
- Superior verbal & written communication skills and Completely bilingual in French and English
- Strong leadership skills with demonstrated ability to present with confidence to members, internal and external stakeholders
- Highly resourceful & analytical in assessing priorities and problem solving under intense pressure of competing demands
- Strong Insurance product knowledge in both Group Benefits and Individual Ops
- Detail-oriented and organized, especially with on-going client issues which require follow-up
- Results oriented and a strong ability to address problems and find viable solutions
- Thrive in group and individual work settings, with excellent teamwork rapport
- Strong technical skills, including Microsoft Office and internal systems
Languages
French
Native or Bilingual
English
Native or Bilingual
Timeline
Team Leader
Sun Life Financial
03.2021 - Current
Senior Case Manager
Sun Life Financial
12.2017 - 03.2021
Resolution Case Manager
Sun Life Financial
01.2017 - 12.2017
Client Care Representative
Sun Life Financial
05.2015 - 01.2017
Sales Representative
Telus Corporation
01.2011 - 01.2015
Associate, Insurance Regulatory Compliance -
LOMA
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