Steven Lam
Toronto,ON
Summary
Results-driven Triage Analyst at Manulife Financial, skilled in analytical thinking and MS Sharepoint. Successfully streamlined the Escalation Intake process, enhancing team efficiency and customer experience through data-driven insights. Proven ability to communicate complex findings clearly, fostering collaboration across cross-functional teams.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Triage Analyst, CoE
Manulife Financial Headquarter
06.2022 - Current
- Collaborated with cross-functional teams to identify opportunities to optimize and increase efficiency.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Built out and streamlined Escalation Intake process from start-to-finish utilizing Microsoft Forms, Sharepoint, and Power Automate
- Improved customer experience through detailed analysis of customer feedback data and reporting
Customer Service Professional
Manulife Financial Headquarter
06.2021 - 05.2022
- Provided outstanding customer service to a block of businesses in the US Defined Contribution retirement plan space regarding their account on a plan administrator level
- Handle consistent volumes of inbound customer calls per day generated from routine inquiries to complex transactions
- Reference multiple on-line resources effectively while simultaneously conversing with customers
- Partner across the organization to research and resolve complex inquiries
- Assist customers with any technical issues experienced with our website and escalate any issues to management appropriately.
- Negotiate 'win-win' solutions to participant inquiries and issues directly or by consulting with appropriate resources
Client Account Manager
Manulife Financial Headquarter
03.2017 - 05.2021
- Promoted a collaborative work environment that encouraged creative problem-solving and open communication among team members.
- Collaborated with third-party business partners to resolve complex client issues, fostering long-term relationships built on trust.
- Provided expert guidance in contract negotiations, effectively securing favorable terms for both parties involved.
- Managed a portfolio of high-value accounts, ensuring optimal service delivery and maximized client retention rates.
Education
Diploma - Computer Science
George Brown College
Skills
- Time management
- Analytical thinking
- MS Excel
- MS Sharepoint
- MS Forms
- MS Power Automate
- Python
- Attention to detail
- Root-cause analysis
- Data research and validation
Languages
English
Native or Bilingual
Chinese (Cantonese)
Elementary
Certification
401K Certification - US Retirement
Timeline
Triage Analyst, CoE
Manulife Financial Headquarter
06.2022 - Current
Customer Service Professional
Manulife Financial Headquarter
06.2021 - 05.2022
Client Account Manager
Manulife Financial Headquarter
03.2017 - 05.2021
Diploma - Computer Science
George Brown College
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