Sabrina Umuhire
Lasalle
Summary
Enthusiastic, dynamic, and patient professional with extensive experience in customer service and claims analysis within the financial and insurance sectors. Demonstrated ability to manage complex claims, provide exceptional client service, and drive continuous improvement initiatives. Regarded for excellent communication, problem-solving, and time management skills.
Overview
9
9
years of professional experience
Work History
Bilingual creditor claims analyst
Securian Canada
2023.02 - 2023.12
- Assess disability and job loss claims for benefit entitlement
- Review contractual, medical, functional and occupational information
- Manage an active caseload that requires the ability to meet client service standards
- Manage multiple demands with high attention to detail and accuracy within pre-set timelines
- Assigned to more challenging claims in under a year, I was the sole analyst tasked with evaluating critical illness claims, with lump sum benefits up to $450,000 and disability claims with monthly benefits exceeding $2,000.
Bilingual creditor claims analyst
Sun Life Financial Inc.
2021.04 - 2023.02
- Performed identical functions as described above until the acquisition by Securian Canada.
Tele-interviewer
Sun Life Financial Inc.
2018.10 - 2021.04
- Gather confidential medical history from life and critical illness insurance applicants accurately and timely
- Providing case status updates to insurance advisors
- Contacting over 30 proposed insured daily to complete or schedule an appointment for the medical interview
- Completing 10 to 19 tele-interviews a day
- One of the agents trusted with handling High net worth and 3P client interviews due to demonstrated professionalism and excellent customer service skills
- Appointed CI champion to manage continuous improvement ideas and serve as a liaison between my team and our leaders
- Appointed service recovery champion due to problem-solving skills and ease of handling client and advisor escalations.
Customer Service Representative
Imperial Tobacco Canada Ltd.
2017.10 - 2018.10
- Responded to an average of 60 daily calls from Imperial Tobacco retailers, being the primary liaison between customers, management and the sales team
- Answered customer questions regarding products and pricing
- Worked closely with sales representatives on inventory control, ordering and returns
- Retailers praised me for my ability to resolve issues quickly and manage billing inquiries
- I was one of a few selected on a special support team offering field support to representatives on the road.
Invoice specialist
King Canada Inc.
2016.02 - 2017.10
- Had the responsibility to generate invoices for customers accurately
- Trusted with the responsibility of issuing credit notes to rectify any invoice discrepancies
- Provided backup for accounting and various administrative functions
- I adapted to the role very quickly and was given the responsibility of training new hires by my supervisor.
Customer service representative
Teleperformance Canada
2016.06 - 2017.02
- Answered an average of 50 inbound calls per day by addressing Vidéotron customer inquiries
- Provided an elevated customer experience to generate a loyal clientele
- Answered product questions with up-to-date knowledge of sales and store promotions
- Investigated and resolved customer inquiries and complaints in a timely and empathetic manner
- Presented new products to clients and increased sales for the company
- Trained new hires after just three months of taking calls.
Festival Manager
Reelout Arts Project
2015.09 - 2016.04
- Organized successful fundraising events before and after the festival to support the organization
- Helped with event sponsorship by meeting with various local business owners and encouraging them to be Reelout partners
- Created schedules for staff and made sure everyone arrived on time for their shifts
- Earned the director's trust by opening and closing the film-screening venue.
Print Traffic Coordinator
Reelout Arts Project
2014.09 - 2015.03
- Maintained shipping costs within the festival budget
- Insured all films arrived at the screening venue on time by providing administrative support to the director (ex, printing tickets, answering phone calls).
Education
Bachelor of Arts - Classical Studies
Queen's Univeristy
Kingston, ON06.2016
High School Diploma -
Ouagadougou International School
Ouagadougou, Burkina Faso01.2011
Skills
- Great interpersonal skills
- Attention to detail
- Problem-solving
- Strong verbal communication
- Self-starter
- Excellent work ethic
- Training/development skills
- Computer proficient
- MS Office
- OS software trained
- SAP Software trained
Languages
English
Native or Bilingual
French
Native or Bilingual
References
- Emilie Gagnon, Sun Life Financial Inc., Creditor claims Team Leader, 519-888-8000, ext. 3427530
- Karine Blais, Sun Life Financial Inc., Tele-interview Manager, 514-774-2736
- Kerrie Smith, Imperial Tobacco Ltd, Customer Service Team Lead, 514-409-5318
Hobbies and Interests
- Dance
- Reading
- Volleyball
Timeline
Bilingual creditor claims analyst
Securian Canada
2023.02 - 2023.12
Bilingual creditor claims analyst
Sun Life Financial Inc.
2021.04 - 2023.02
Tele-interviewer
Sun Life Financial Inc.
2018.10 - 2021.04
Customer Service Representative
Imperial Tobacco Canada Ltd.
2017.10 - 2018.10
Customer service representative
Teleperformance Canada
2016.06 - 2017.02
Invoice specialist
King Canada Inc.
2016.02 - 2017.10
Festival Manager
Reelout Arts Project
2015.09 - 2016.04
Print Traffic Coordinator
Reelout Arts Project
2014.09 - 2015.03
Bachelor of Arts - Classical Studies
Queen's Univeristy
High School Diploma -
Ouagadougou International School
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