Shelby Ryan
London,ON
Summary
Dynamic Senior Client Customer Service Representative at Canada Life, recognized for delivering exceptional customer service and resolving complex issues. Expert in technical troubleshooting and maintaining meticulous attention to detail, fostering strong client relationships and enhancing satisfaction. Proven ability to collaborate effectively with teams, ensuring seamless support for investment and insurance processes.
Overview
17
17
years of professional experience
Work History
Senior Client Customer Service Representative
Canada Life- Indiviual Investments and LL Insurance /Switchboard/Online Support for MCL
London, Ontario
07.2017 - Current
- Delivered exceptional customer service to clients and advisors.
- Facilitated information exchange regarding segregated funds and guaranteed investments.
- Supported clients and advisors with PPA changes and form completion for investments.
- Demonstrated in-depth knowledge of Canada Life processes and procedures for investments and insurance.
- Executed address changes efficiently for client records.
- Coordinated transfer follow-ups with other financial institutions for individual investments.
- Guided clients in accessing and troubleshooting the My Canada Life website for investments and insurance.
- Direct client/advisor referrals to client service specialists for addressing concerns about investments and insurance policies.
- Assist clients and advisors with AWD changes on investment income products.
- Complete data entry for the resume, suspend, and change banking on insurance policies.
- Provide requirements to reinstate lapsed insurance policies.
- Assist clients and advisors with the cancellation of insurance policies.
- Provide callers with the policy coverage, death benefit, cash surrender values, and dividend values of the insurance policy.
- Direct callers to the appropriate department using the switchboard procedure.
- Experience using Unitrax, RPS, Co-pilot, GWL Mainframe, Investment Center, Siebel, Ingenium 7.7, London Mainframe (FM, PALLAM, Ingenium 5.4), Excel, and Onbase.
Client Service Representative
Great West Life/Canada Life Assurance Company-Group Retirement Services
London, Ontario
11.2007 - 07.2017
- Facilitated customer conversations to identify needs and resolve issues effectively.
- Promoted customer satisfaction through knowledgeable and friendly service delivery.
- Guided members in efficiently withdrawing from group retirement plans.
- Educated members on Great-West Life processes for enhanced clarity.
- Assisted with payroll contribution changes for group retirement plans.
- Supported members in transferring group retirement plans to alternative financial institutions.
- Aided members in accessing online services and troubleshooting for improved experience.
- Utilized GPAS, Co-pilot, data, and Excel spreadsheets for operational efficiency.
Education
Diploma in Pharmacy Technician -
Fanshawe College
London, ON05-2007
High School Diploma -
A.B Lucas Secondary High School
London, ON06-2004
Skills
- Customer service
- Attention to detail
- Problem-solving skills
- Time management
- Technical troubleshooting skills
- Effective verbal and written communication
- Professionalism
- Strong cooperative skills that allow me to work closely with other team members
- reliable
- organized
- Empathic towards customers
- Active listening skills
Languages
English
Professional
Reference
Eva Pineau
Team Leader
Canada Life Assurance Company
1-888-252-1847 Extension 4540
eva.pineau@canadalife.com
Affiliations
- Regularly attend the gym to maintain fitness and overall well-being.
- Appreciate outdoor activities as a way to stay active and engaged with nature.
- Value spending time with family and friends,fostering strong personal relationships.
- Have a passion for travel and exploring new cultures and environments.
Timeline
Senior Client Customer Service Representative
Canada Life- Indiviual Investments and LL Insurance /Switchboard/Online Support for MCL
07.2017 - Current
Client Service Representative
Great West Life/Canada Life Assurance Company-Group Retirement Services
11.2007 - 07.2017
Diploma in Pharmacy Technician -
Fanshawe College
High School Diploma -
A.B Lucas Secondary High School
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