Education

2009 – 2013 Bachelor of Commerce: Major in Accountancy at John Molson School of Business, Concordia University, Montreal, QC

2007 – 2009 Diplôme d’Études Collégiales (DEC), in General Social Science at Vanier College, Montreal, QC

2002 – 2007 Diplôme d'Études Secondaires (DES) at Pierre-Laporte High School, Mont-Royal, QC

Experience

June 2016 – Present Bilingual Billing Operations Co-ordinator at RBC Insurance/Aviva General Insurance, Mississauga, ON

Tasks and Responsibilities:
– Handling billing inquiries pertaining to RBC/Aviva Home and Auto policies for both internal and external clients;
– Providing complete solutions as it relates to customer concerns/problems, escalating where necessary and appropriate;
– Following up on delinquent accounts, processing cancellations and handling reinstatements where applicable;
– Reviewing and analyzing relevant documentation in order to assess suitable payment plans;
– Collecting or applying payments as necessary and managing payments sent to RBC Recoveries/Collections;
– Retrieving and reviewing daily reports to ensure payments are applied accurately;
– Reconciling RBC/Aviva bank accounts and general ledgers;
– Performing administrative duties as required, such as adequate documentation on customer accounts.

February – June 2016 Senior Bilingual Creditor Insurance Advisor at RBC Insurance, Mississauga, ON

Tasks and Responsibilities:
– Taking ownership of client concerns, handling client escalations and ensuring the escalation process is followed and tracked;
– Providing support, advice and mentorship to agents across the floor and external partners;
– Identifying and recommending solutions to recurring errors and servicing gaps to Team Managers;
– Monitoring agents’ activities through the Real-Time Adherence tool (RTA) to ensure work schedules are adhered to;
– Actively participating in coaching and learning opportunities to improve individual and team contribution.

September 2015 – January 2016 Bilingual Customer Service Officer, Creditor Service Support (CSS) Team at RBC Insurance, Mississauga, ON

Tasks and Responsibilities:
– Responding to client needs and inquiries through the Client Interaction Management (CIM) software;
– Processing applicable paperwork for clients, ensuring accuracy and completeness of information;
– Preparing and sending client correspondence;
– Managing a Clean-Up Project for the business;
– Translating various documents and correspondence;
– Investigating problematic situations and coming up with resolutions.

2013 – 2016 Bilingual Creditor Insurance Advisor at RBC Insurance, Mississauga, ON

Tasks and Responsibilities:
– Delivering knowledgeable, accurate and professional advice and information on Creditor products and services;
– Meeting clients’ immediate needs by providing solutions and resolving issues;
– Assisting clients and RBC employees with Life, Disability and Critical Illness insurance claims and applications;
– Contributing to meeting monthly retention goals, team plans and related activities.

2010 – 2011 Two CO-OP Internships at Matson Driscoll & Damico Ltd., Montreal, QC

Tasks and Responsibilities:
– Analysing lawyers’ and clients’ claims and financial statements;
– Preparing and sending claim calculations to lawyers and clients;
– Attending regular conference calls with lawyers and clients;
– Print and file confidential documents received by lawyers and clients;
– Administrative duties: answering/forwarding calls and shipping documents.

Summer of 2009 Office Assistant at Centre d’Éducation des Adultes Outremont, Montreal, QC

Tasks and Responsibilities:
– Ensuring the accurate completion of multiple tasks by strict deadlines;
– Sorting, replacing and destroying student files and paperwork;
– Managing and organizing school correspondence.

2007 – 2009 Cashier at Maxi & Cie, Montreal, QC

Tasks and Responsibilities:
– General cashier duties;
– Processing exchanges and refunds at the Customer Service counter;
– Supervising and controlling the self-serve cash section;
– Resolving customer complaints in a proactive manner;
– Ensuring management of daily cash accounts at closing;
– Assisting in stocking shelves, rotating merchandise and marking prices.

2003 – 2013 Baby-sitter at Various family members and family friends

Tasks and Responsibilities:
– Organizing and taking part in instructive and safe leisure activities such as games, crafts, outings and exercise;
– Bathing, feeding and preparing the children for their naps;
– Time management;
– Maintaining a clean and healthy environment inside the home.