Sally Peng

Experience

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  UNUM Canada

  Sept 1993 - Mar 1998

  Supervisor

  • Supervised a customer service team of six employees.• Performed screenings under 200 lives cases based on underwriting guidelines.• Reviewed new case submission materials for accuracy.• Handled policy changes including screening materials and verifying compliance with underwriting guidelines.• Provided consulting support to the sales office on non-standard requests.

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  Standard Life Canada

  Mar 1998 - Dec 2014

  • Actively participated in delivering finalist presentations and worked with sales representatives during the negotiation process.• Acted as liaison between the sales office, intermediaries and Head Office to achieve customer satisfaction.• Coordinated the flow of information between Standard Life and plan administrator during the implementation process.• Trained plan administrators on Standard Life administration procedures.• Conducted employee meetings.• Reviewed booklets and contracts for accuracy. • Supported the sales process by efficiently and accurately providing information to clients and intermediaries on Standard Life products and services.• Participated in the development of regional and national service strategies.• Established a protocol, as required, for large, complex cases assigned and coordinated it with internal departments to ensure smooth servicing and high customer satisfaction. • Identified, implemented and maintained controls to mitigate financial and operational risks. Ensured compliance with regulatory requirements and internal policies.• Provided coaching, direction and support to other team members as required.• Participated in various projects to ensure process improvement. Show less • Actively participated in delivering finalist presentations and worked with sales representatives during the negotiation process.• Acted as liaison between the sales office, intermediaries and Head Office to achieve customer satisfaction.• Coordinated the flow of information between Standard Life and plan administrator during the implementation process.• Trained plan administrators on Standard Life administration procedures.• Conducted employee meetings.• Reviewed booklets and contracts for accuracy. • Supported the sales process by efficiently and accurately providing information to clients and intermediaries on Standard Life products and services.• Participated in the development of regional and national service strategies.• Established a protocol, as required, for large, complex cases assigned and coordinated it with internal departments to ensure smooth servicing and high customer satisfaction. • Identified, implemented and maintained controls to mitigate financial and operational risks. Ensured compliance with regulatory requirements and internal policies.• Provided coaching, direction and support to other team members as required.• Participated in various projects to ensure process improvement. Show less

  • Customer Relationship Manager

    Mar 1998 - Dec 2014

  • Customer Relationship Manager

    Mar 1998 - Dec 2014
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  Sun Life Financial

  Dec 2014 - Mar 2021

  Group Service Representative

  • Arrange service calls with clients and meet face-to-face to discuss and promote Sun Life offerings and build positive client relationships.• Train and update Plan Administrators, Plan Members and Advisors on our E-Services.• Train and update Plan Administrators and Advisors on our Administrative Practices.• Prepare for and participate in employee presentations, meetings and benefit fairs.• Understand client wants and needs and take action to meet client needs.• Provide on-going support to Plan Administrators.• Prepare revisions for plan design changes and implement new plan design changes.• Manage target dates with clients and Advisors with respect to plan design changes.• Participate in finalist presentations.• Work closely with Implementation Team and new clients during the implementation process to successfully install new business.• Build strong working relationships with other business and operational areas of Group Benefits.• Share ideas with team members that could improve service delivery and processes. Show less

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  People Corporation

  Mar 2021 - now

  Senior Account Manager

  - Manage and retain an assigned block of business in relation to plan design, cost containmentinitiatives, renewals, reporting, client questions/concerns and service deliveries.- Lead, manage, implement, and work closely with the sales consultant/broker, underwriter,customer service representative and client regarding the set-up of new groups.- Conduct in person Client meetings with all new group set up, in addition to following-up andenforcing the Concierge program.- Act as liaison among sales, underwriting and customer service representatives respectingprocesses, client needs and day to day requests/issues.- Contribute to the development and maintenance of standards, policies and proceduresregarding customer service.- Responsible for actively ensuring the retention of the organization’s customer base whichincludes promoting the organization and its products to existing clients.- Professionally build and maintain effective relationships with Clients, staff, salesconsultants/brokers, and insurance carriers. Show less