Johanne DiNolfo
11716 18th PL East, Bradenton,FL
Summary
An exceptional result-oriented and driven professional with 15+ years experience working in the Management and Customer Service fields. An intentional pause was taken to raise our children. It has given us the opportunity to instill core values and morals for our children to possess in these ever changing times. As I reenter the workforce, I am looking to work with like minded people and companies that have a mutual respect for each other.
Overview
12
12
years of professional experience
Work History
Work Package Lead, Project Management
Sun Life Financial Canada
Toronto, Ontario
04.2006 - 05.2007
- Project Management Lead tasked to merge 3 business units across multiple locations to single office site
- Worked with Human Resources and Business Development to ensure staffing requirements, service levels and contractual obligations were met
- Reviewed and streamlined all procedures and process' to meet new department/location needs and goals
- Prioritized seamless transition of private client information and experience
- Transitioned all staff by identifying and bridging knowledge gaps ensuring successful transitions into new roles, expectations and environment
Team Leader, Group Client Services
Sun Life Financial Canada
Toronto, Ontario
05.2003 - 05.2007
- Team successfully managed 700+ large business accounts
- Partnered with Business Development in acquiring and implementing new business accounts
- Fostered cooperative and productive relationships with internal/external stakeholders
- Supervised team of 20+ Member Client Service Representatives
Supervisor, Customer Care Center
Sun Life Financial Canada
Toronto, Ontario
05.2001 - 05.2003
- Successfully managed team of 90+ Customer Care Representatives in inbound, high volume and fast paced Call Center.
- Possessed in-depth knowledge of Health and Dental products for Group Benefits Insurance plans and claims inquiries
- Point of contact in escalation process for complex and/or escalated policyholder, plan members or service providers
- Managed specialized virtual web based correspondence and bilingual (French written/spoken) CCR's
- Monitored compliance, customer experience, and CCR's performance to meet established service standards
- Audited calls and correspondence for quality assurance and identify training needs by monitoring accuracy of information provided
- Partnered with Human Resources for recruiting needs, staff management, performance etc.
Supervisor, Health and Dental Claims
Sun Life Financial Canada
Toronto, Ontario
11.2000 - 05.2001
- Managed team of 50+ health and dental claim adjudicators
- Ensured high volume claims processed quickly meeting all service agreements and set timelines
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
- Quality control audits of health and dental adjudicated claims for accuracy
Bilingual Customer Care Rep., Customer Care Center
Sun Life Financial Canada
Montreal, Quebec, Canada
10.1996 - 11.2000
- Handled high volume of inbound bilingual (English & French) calls regarding health and dental group benefits coverage inquiries and claim payments
- Averaged 100+ calls daily while meeting all targets and goals
- Multi-tasked working with multiple systems to provide complete and accurate information
- Continuously achieved service metrix
- Listened and communicated clearly to ensure customer satisfaction and quick resolution
Education
24 Credits Towards Nursing Degree
Cégep Du Vieux Montreal
Montreal, Quebec45 Credits Towards Social Sciences Degree
Cégep Du Viex-Montreal
Montreal ,QuebecVocational Business Degree
John F.Kennedy Business Career Center
Montreal, QuebecSkills
Trilingual - English, French and Italian
Excellent communication skills
Great problem solving skills
Critical thinker
Strong work ethic
Timeline
Work Package Lead, Project Management
Sun Life Financial Canada
04.2006 - 05.2007
Team Leader, Group Client Services
Sun Life Financial Canada
05.2003 - 05.2007
Supervisor, Customer Care Center
Sun Life Financial Canada
05.2001 - 05.2003
Supervisor, Health and Dental Claims
Sun Life Financial Canada
11.2000 - 05.2001
Bilingual Customer Care Rep., Customer Care Center
Sun Life Financial Canada
10.1996 - 11.2000
24 Credits Towards Nursing Degree
Cégep Du Vieux Montreal
45 Credits Towards Social Sciences Degree
Cégep Du Viex-Montreal
Vocational Business Degree
John F.Kennedy Business Career Center