Maryam Ramon
Pickering,ON
Summary
Experienced Customer Service Representative with over 4 years in fast-paced settings, skilled in technical support and benefits administration. Demonstrates a strong commitment to customer satisfaction, effectively resolving issues and promoting sales. Proficient in Microsoft Office and adept at learning new technologies, aiming to leverage these skills to contribute to team success and revenue growth in a dynamic workplace.
Overview
9
9
years of professional experience
Work History
Benefits Services Representative
Ontario Teachers' Insurance Plan (OTIP)
Pickering, ON
07.2022 - Current
- Provide exemplary customer service to participants regarding benefits, eligibility, and enrollment.
- Streamlined data entry processes, ensuring accurate and efficient benefits administration.
- Supported customers during open enrollment, offering guidance on plan options to inform their choices.
- Leveraged technical troubleshooting skills to assist customers, enhancing their understanding and use of products.
- Assist members with website navigation to encourage the self-serve option and alleviate high influx of calls
- Resolve discrepancies between systems for benefit administration purposes.
- Process enrollments and changes for health, dental, vision, life insurance, disability plans and other ancillary products
- Answer incoming calls from participants and employers related to their benefits plans.
- Assist with the maintenance of employee records in accordance with company policy and applicable laws.
- Analyze customer needs, identified problems and provided solutions within required timeframes.
- Research inquiries using available resources to resolve questions or complaints.
- Maintain compliance with all federal regulations related to benefits administration including HIPAA Privacy Rules and Regulations
- Identify trends in customer feedback that could be addressed through product improvements or enhancements.
- Communicate effectively via email, and phone with plan participants to resolve issues
Customer Service Representative
Alight Solutions
08.2021 - 07.2022
- Handling a high volume of customer inbound calls and making outbound calls as assigned
- Answering questions, providing education, and solving HR and financial issues related to the customer's health care benefits, life insurance and retirement plans, leaves of absence, payroll, etc
- Processing transactions such as health enrollments, tax and direct deposit updates, etc
- Leveraging computer navigation skills to navigate a robust set of tools/systems
- Creating and updating files in the database and communicating with third parties to research and assist the customer with updates or inquiries
- Explaining group benefits and insurance terms to participants
- Providing navigation and troubleshooting support over the phone
- Makin notes of call reasons, actions taken and resolution
- Assisted customers in making payments on accounts and setting up payment plans.
- Documented conversations with customers to track requests, problems and solutions.
- Educated customers on special pricing opportunities and company offerings.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Reviewed customer account information to determine current issues and potential solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
Customer Service/Technical Support
Sitel Canada
12.2020 - 05.2021
- Intuit Turbotax
- Respond promptly and clearly to customers’ inquiries utilizing available resources and strong product knowledge
- Help customers retrieve lost software installation key codes or license codes
- Document customer interactions appropriately and escalating to appropriate departments when necessary
- Help Customers with navigation and entry of their tax slips and forms in the program
- Assists Customers effectively using screensharing technology to be able to accurately solve their problems
- Break down tax language to customers for easy and effective navigation of the program
- Answer product questions and provide recommendations to customers according to their specific tax situations or needs
- Issue and process product refunds to customers when necessary
- Promote Data privacy by properly requesting and verifying customers’ information on every phone call
- Supported customers with online billing, access and account issues.
- Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
- Utilized automated systems to manage and track customer inquiries through to completion.
- Employed CRM, Salesforce and other ticket support systems
- Informed senior leadership of product development issues discovered via technical support calls with customers.
- Delivered remote Tier 1 IT support for hardware and software to company personnel.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Identified opportunities to upsell technical products and services, boosting revenues to existing accounts.
Information Officer/ Press Secretary
Kwara State Ministry of Information and communications Nigeria
Dec2017 - 06.2019
- Wrote press releases and prepared information for distribution by media outlets
- Maintained data and materials so they could be distributed in a timely manner when needed
- Provided updates as developments change
- Communicated critical information effectively to the public
- Led public information and outreach campaigns to connect with specific groups.
- Developed news releases and public speeches focused on diverse groups or topics.
- Created and optimized promotional publications and related materials.
Teacher/Form Mistress
Government Technical Training School
Taraba, Nigeria, Nigeria
11.2015 - 10.2016
- Designed engaging course curriculums, lesson plans, and assessment tools for diverse group of students
- Established and enforced rules for behavior and procedures for maintaining order among the students
- Observed and evaluated students' performance, behavior, social development, and physical health
- Prepared materials and classrooms for class activities
- Planned and conducted activities for a balanced program of instruction, demonstration, and work time that provides students with opportunities to observe, question, and investigate.
- Assessed student performance, behavior and social development and devised improvement strategies for struggling children.
- Talked with students needing extra attention and made plans to assist with problems.
- Promoted safe and clean classroom environment conducive to individualized and small group needs.
Education
B.A. Degree - English & Literary Studies
Kwara State University
01.2015
Skills
- Customer relations
- Technical troubleshooting
- Data entry
- Account updating
- Problem solving
- Conflict resolution
- Time management
- Policy Interpretation
- Benefits Explanation
- Claims resolution
- Relationship Building
- Benefits Administration
Accomplishments
- Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
- Database Maintenance - Assisted in the managing of the company database and verified, edited and modified members' information.
- Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
- Consistently maintained high customer satisfaction ratings.
Timeline
Benefits Services Representative
Ontario Teachers' Insurance Plan (OTIP)
07.2022 - Current
Customer Service Representative
Alight Solutions
08.2021 - 07.2022
Customer Service/Technical Support
Sitel Canada
12.2020 - 05.2021
Teacher/Form Mistress
Government Technical Training School
11.2015 - 10.2016
Information Officer/ Press Secretary
Kwara State Ministry of Information and communications Nigeria
Dec2017 - 06.2019
B.A. Degree - English & Literary Studies
Kwara State University
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