Yoko Nagashima
Hamilton,ON
Summary
Experienced client service professional with over 10 years of expertise in defined benefit pension plans. Subject matter expert in member and employer services, with established strong relationships with all stakeholders. Proactively investigates and addresses complex inquiries for timely issue resolution. Demonstrates a strong focus on delivering impactful results in quality assurance and productivity metrics. Thrives in fast-paced environments and excels at multitasking and adapting to changes within the organization.
Overview
19
19
years of professional experience
Work History
Member Experience Analyst
OMERS
01.2024 - Current
- Provide chat support to MES’s for employer related inquires daily.
- Provide support where needed such as phone and transactions and to ensure service standards and compliance are met.
- Assisting MES/MEA on training with broken service and Form 119.
- Reviewing complex files and resolving issues
- Distribute tasks - assign ecorrespondence/workorder and transactions where needed.
- Monitor wallboards to ensure calls are answered in a timely manner.
- Collaborate with other areas of the business.
Senior Pension Specialist/ Member Experience Specialist
OMERS
04.2021 - 12.2023
- Process transactions and work orders
- Assisting employer inquires through e-correspondence and via phones to ensure service standard levels are met and reviewing complex scenarios
- Peer to peer review for authorization and assisting my peers where needed
- Work on other projects such as spreadsheet requests and SPR-117 reports
- Assist with other areas of the business as needed such as Member Services phone support and member secure communications
- Involved with adhoc projects such as testing
- Handled escalated files and resolved issues
- Trained new MES's on enrolments and broken service
Member Services Representative
OMERS
06.2013 - 04.2021
- Be the first point of contact for member/ retiree inquires (Also for employer representatives prior to 2017)
- Provide accurate information and discuss aspects of the pension plan as per inquiry
- Investigate any issues and respond/resolve in a timely manner
- Be able to handle complex and sensitive cases and co-ordinate with other business areas
- Initiate pension administration process for members such as pension estimates and buyback/transfer
- Maintain member accounts by updating information- address changes, banking changes etc
- Meeting clients for one on one walk-ins
- Volunteering in pension projects as they arise
- Assisting with education and training for information sessions/Webinars
- Assisting with side by sides with new hires, coaching and peer support
- Floor support for member services (assisting with pension related questions)
- Responding to email and secure communications
- Ensuring up to date knowledge of the OMERS pension plan
Client Service Consultant
MLC (National Australia Bank)
08.2012 - 11.2012
- Provide in depth information about life insurance policies to both Clients and Financial Advisers
- Commission information to Advisers
- Provide insurance quotes
- Accept payment for policies and update information
Marketing/Accounts Manager
Academic Solutionz Pty Ltd
08.2009 - 03.2012
- Managing Accounts with vendors
- Liaising with suppliers and discussing new product releases
- Stock Management- ensuring inventory levels are sufficient and ordering products
- Update systems as inventory comes in
- Processing Internet Orders
- Providing excellent Customer Service
- Website development- catalogue products and maintain website
- Marketing Events-organizing and promoting company via events such as educational expos
Customer Service Representative/Customer Service Specialist
Commonwealth Bank
02.2006 - 01.2008
- Building strong rapport with clients
- Processing transactions
- Selling/promoting products to clients
- Establishing bank and investment accounts
- Ensuring all paperwork filed correctly
- Providing insurance quotes and information on products available
- Cash handling and responsible for end of day balancing
- Training new employees
Education
RRC
Canadian Institute of Financial Planning
06-2025
PPAC 3 -
Humber College
Toronto, ON01.2021
PPAC 2 -
Humber College
Toronto, ON01.2016
PPAC 1 -
Humber College
Toronto01.2015
Bachelor of Commerce - Accounting Major
Deakin University
Geelong, Victoria01.2012
FSRA completion competency - financial services (banking regulations)
Commonwealth Bank
01.2006
Skills
- Customer Service Skills
- Polite and Professional Call Handling
- Effective Multitasking
- Active Listener
- Analytical Problem Solver
- Collaborative Team Member
- Effective Communicator
- Process improvement
- Cross-functional collaboration
- Quality assurance
Timeline
Member Experience Analyst
OMERS
01.2024 - Current
Senior Pension Specialist/ Member Experience Specialist
OMERS
04.2021 - 12.2023
Member Services Representative
OMERS
06.2013 - 04.2021
Client Service Consultant
MLC (National Australia Bank)
08.2012 - 11.2012
Marketing/Accounts Manager
Academic Solutionz Pty Ltd
08.2009 - 03.2012
Customer Service Representative/Customer Service Specialist
Commonwealth Bank
02.2006 - 01.2008
RRC
Canadian Institute of Financial Planning
PPAC 3 -
Humber College
PPAC 2 -
Humber College
PPAC 1 -
Humber College
Bachelor of Commerce - Accounting Major
Deakin University
FSRA completion competency - financial services (banking regulations)
Commonwealth Bank
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