Eugene Tam
Bilingual Customer Care Specialist at OPTA Information Intelligence- Claim this Profile
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English Native or bilingual proficiency
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French Full professional proficiency
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Cantonese Professional working proficiency
Topline Score
Bio
Credentials
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Certified Employee Benefit Specialist
Dalhousie UniversityJun, 2010- Oct, 2024
Experience
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OPTA Information Intelligence
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Canada
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Insurance
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1 - 100 Employee
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Bilingual Customer Care Specialist
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Jan 2019 - Present
• Provide inbound and outbound customer support via phone and email to all stakeholders regarding their lease insurance compliance issues. • Meet call center team statistics and objectives effectively. • De-escalate situations with uncooperative inquiries. • Update system information accurately and efficiently. • Take initiative and proactive measures to improve current system processes and work collaboratively with management and team members to attain these objectives. • Provide inbound and outbound customer support via phone and email to all stakeholders regarding their lease insurance compliance issues. • Meet call center team statistics and objectives effectively. • De-escalate situations with uncooperative inquiries. • Update system information accurately and efficiently. • Take initiative and proactive measures to improve current system processes and work collaboratively with management and team members to attain these objectives.
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Combined Insurance
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United States
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Insurance
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300 - 400 Employee
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Bilingual Insurance Call Center Specialist
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Jan 2017 - Dec 2018
• Provide professional customer service for inbound and outbound phone support for all insurance policyholder inquiries and insurance claims issues. • Handle call inquiries from insurance agents and all stakeholders regarding details of insurance products while maintaining the strictest confidentiality in compliance with company standards. • Generate sales leads for insurance products based on customer contact. • Update policyholder data changes on internal technology systems accurately and efficiently. • Create and investigate case files on technology systems for administration and compliance teams. • Meet call center team statistics and objectives effectively. • Take initiative and proactive measures to improve current system processes and work collaboratively with management and team members to achieve these objectives. Show less
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J&D Benefits Inc.
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Canada
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Insurance
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1 - 100 Employee
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Bilingual administrator
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Apr 2015 - Nov 2016
• Communicate with employees, insurance carriers and other third parties via inbound and outbound calls pertaining to group benefits issues, group insurance claims and benefits eligibility. • Help customers face to face with completing group insurance forms. • Troubleshoot and navigate online benefits enrollment for all employees and company websites. • Enroll, update and terminate employees on group benefits systems as per client or internal requests. • Create written procedures for company internal processes. • Perform basic administrative duties such as filing, back-up reception and support when needed. Show less
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Aon Hewitt
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United States
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1 - 100 Employee
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HR Delivery Specialist
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Jan 2012 - Apr 2016
Human Resources Delivery Specialist Aon Hewitt, January 2012 to present • Investigate client issues concerning data management issues in relation to group benefits, payroll, pension and compensation issues including terminations, new hires, leaves, retirements and other situations. • Respond via all facets of communication to internal and external clients including phone, fax, email, and instant messaging techniques in fluent English and French. • Manage and ensure that all client issues are resolved within the Service level Agreements (SLAs) with provided case management tools. • Prepare and issue Records of Employment for client employees. • Process data updates for client escalations and urgent situations. Show less
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Advisor Service Representative
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Jan 2011 - Jan 2012
Advisor Service Representative Fidelity Investments Canada, January 2011 to December 2011 • Respond to customer and broker inbound inquiries via telephone and email on group financial and investment products. • Make data and information updates for investments and group benefits policy plans. • Assist in testing of voice and information communication systems for offsite production and disaster recovery facilities. • Participate in ad hoc and other team based projects as requested. Show less
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Canada Protection Plan
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Canada
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Insurance
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100 - 200 Employee
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Insurance Claims Specialist
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Jul 2010 - Jan 2011
• Process life insurance claims. • Communicate the adjudicator’s decision to beneficiaries and appropriate external parties. • Ensure life insurance premiums are being paid by the appropriate policy owner. • Process life insurance claims. • Communicate the adjudicator’s decision to beneficiaries and appropriate external parties. • Ensure life insurance premiums are being paid by the appropriate policy owner.
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Encon Group
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Construction
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1 - 100 Employee
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Group Benefits Customer Service Specialist
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Apr 2008 - Jul 2010
• Respond to client and broker inquiries for information on insurance claims, medical underwriting, benefits and policies for a national group insurance organization using the AS400 system and other carrier interfaces. • Create and maintain client profiles for insurance groups ranging from 1 to 250 lives. • Prepare internal submission of short term and long term disability forms to third party carriers. • Update group benefits rates when required in accordance with established processes. • Process cost-plus claims and ensure appropriate payments are made to the requester. • Coordinate and quality review proper procedures and administration for client teams. • Escalate insurance benefit claims and inquiries with insurance carriers and pension trustees. • Track and maintain accounts receivable and aging reports ensuring clients pay their overdue premiums within 90 days. Show less
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Education
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1993 - 1995
McGill University
International Business, Internatinal Business -
1988 - 1993
Concordia University
Bachelor of Commerce (BCom), Management Information Systems, General -
1993 -
Concordia University
Bachelor's Degree, Business/Commerce, General
Community
