Rumaanah Hoolash
Kitchener,Ontario
Summary
Bilingual service representative with comprehensive background in group benefits and customer service. Proven ability to address and resolve inquiries efficiently, contributing to strong customer satisfaction rates. Demonstrated adherence to company's privacy policies by validating plan members accurately and developed problem solving skills in a dynamic work environment.
Overview
6
6
years of professional experience
Work History
Bilingual Benefits Services Representative
Ontario Teacher’s Insurance Plan
11.2023 - Current
- First point of contact between the company and its customers.
- Assisting members to opt in and out of their health, dental and life insurance coverage.
- Updating the system with any changes to customers' demographic information.
- Helping policyholders understand the premiums associated with coverage.
- Updating banking information while adhering to privacy guidelines to ensure smooth premium deductions.
- Ensuring members' beneficiaries are properly set up and following a life claim through to its completion by engaging various teams.
- Ensuring a good member experience while making sure information is delivered accurately and succinctly.
- Handling complex claim inquiries and managing any related escalations.
- Averaging 98% on all quality assurance audits- showing active compliance with the company’s procedures and privacy policies.
- Have been recognized by colleagues through 'shout-outs' as a team-player.
- Upholding promises for a written follow up via email or via phone call with policyholders, within the expected turn around time.
Bilingual Lead Analyst (Media Finance)
Publicis Prodigious
08.2020 - 01.2023
- Supervise and verify the work of the billing staff to ensure accuracy, resolving inconsistencies, if any, and ensure timely reconciliation of financial transactions.
- Manage the fiscal year end process by working with the team to reconcile year end billing.
- Developed communication skills by liaising on a daily basis with Singaporean partners/vendors to resolve all inquiries regarding billing schedules.
- Grew the team of business associates from 3 to 7 people, while ensuring they remain engaged and efficient.
Invoice Management (French Speaking)
Orange Business Services
02.2019 - 08.2020
- Responsible for engaging with business managers across various client accounts to quote their Internet Bandwidth needs.
- Undertook cost/pricing analysis through various proprietary tools to meet the clients’ internet needs.
- Improved my customer relationship management skills as I dealt with multinational companies on a daily basis acting as an intermediary between French speaking clients and the production team.
- Highest escalation resolution, resolving 92% of escalations.
Education
Insurance
Insurance Institute of Canada
Canada04-2024
Bachelor of Arts - Banking And Finance With Specialism in Investment And Risk Management
Asia Pacific University
Kuala Lumpur, Malaysia11-2018
Skills
- Insurance-centered customer service skills
- Microsoft Office (Word, Excel, Powerpoint)
- Salesforce Platform
- Bilingualism
- Complaint resolution
- Communication skills
- Time management skills
- Data entry
- Solution-oriented
Other Experience
Volunteer,
Camp Diable Old Age People’s Home,
Mauritius, 2019
Volunteer, Menara Soup Kitchen,
Malaysia, 2017
Co-Writer, Weekly column in the Malaysian Business Magazine about Fintech,
Malaysia, 2017
Co-presenter, International Small and Medium Enterprises Day,
Ivory Coast, 2018
Vice President Membership, Toast Masters International,
Malaysia, 2017-2018
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Bilingual Benefits Services Representative
Ontario Teacher’s Insurance Plan
11.2023 - Current
Bilingual Lead Analyst (Media Finance)
Publicis Prodigious
08.2020 - 01.2023
Invoice Management (French Speaking)
Orange Business Services
02.2019 - 08.2020
Insurance
Insurance Institute of Canada
Bachelor of Arts - Banking And Finance With Specialism in Investment And Risk Management
Asia Pacific University
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