Tyrone Kim

• Thorough knowledge of pension with 8 years of experience
• Excellent communication and presentation skills
• Analytical, a problem solver and strong attention to detail
• Organized, self-starter, flexible, highly independent and great at working under pressure
• Proficient with Excel, Word, PowerPoint, Teams, Prism and Strata
• Efficient and able to prioritize multiple objectives effectively
• Canadian Institute of Financial Planners - Registered Retirement Consultant Certification (Achieved in June 2021)

WORK EXPERIENCE

Ontario Pension Board – Client Service Associate                                            (Mar 2020 to Present)

200 King St. W, Suite 2200, Toronto, ON M5H 3X6

• Educating members about their pension and providing exceptional customer service.
• Calculating commuted value estimates and retirement estimates.
• Explaining the positive impact of buybacks and transfer-ins.
• Helping members with retirement planning and projecting income taxes.
• Working as the Product Lead for Pension Transfers and Advisory Services.
• Liaising with Employers, Team Leads and Advisors to resolve escalations.
• Going over the different options in pension packages (Retirement, Termination, etc.).
• Replying to emails and Advisory Service bookings in a timely manner.
• Contacting clients, employers, pension administrations and financial institutions to facilitate the transfer of funds in and out of the Public Service Pension Plan.
• Attending meetings with Team Managers to review and improve company processes.
• Discussing insured benefit plan rules with retirees and helping them choose a coverage level. 
• Processing pension income tax deduction changes and personal information updates.
• Reviewing incoming documents for errors and applying corrections.
• Consistently achieving the highest productivity stats in the Client Care Centre.

LifeWorks – Pension Analyst                                                                                     (Oct 2019 to Mar 2020)

16 York St, Toronto, ON M5J 2Z2

• Completed standard and complex pension benefit calculations for Retirements, Terminations and Family Law Value.
• Processed pension payment and transfer authorizations.
• Replied to pension related queries through phone and email.
• Prepared year-end annual pension statements.
• Calculated and verified pension adjustments.
• Updated pension databases (Ariel DB and MS Access).
• Reviewed pension packages for errors.
• Took on special projects such as calculating and reporting to Revenue Québec years of missed pension payments to surviving spouses, which included indexation, plan interest and penalties.

LifeWorks – Senior Quality Assurance Analyst                                   (May 2017 to Oct 2019)

16 York St, Toronto, ON M5J 2Z2

• Collaborated with business and technology stakeholders to identify the appropriate data for testing and the acceptable range for test results.
• Did presentations of online applications for new clients.
• Participated in the requirements gathering process.
• Designed manual test plans by referring to business and system requirements. 
• Developed and executed manual test plans using HP Application Lifecycle Management.
• Tested (unit, smoke, system, performance and end-to-end) pension and savings web applications (VB.NET, C#.NET, ASP.NET). 
• Reviewed test results to report defects and ensured they were fixed.
• Performed regression tests to verify that website updates did not have adverse effects.
• Revised test scope and sequences based on test results or changes in product design.
• Complied with QA standards and submitted daily test progress reports.
• Analyzed databases to confirm accuracy.
• Facilitated the User Acceptance Testing process.
• Coordinated component and system testing with the Release Management Team.
• Partnered with Developers, Data Managers, Programmers and Pension Analysts to maintain the reliability of online services.

LifeWorks – Senior Client Service Representative                                           (Mar 2015 to May 2017)

16 York St, Toronto, ON M5J 2Z2

• Responded to client inquiries about pensions, benefits and savings.
• Explained how plan policy changes affected pensions and group benefits.
• Worked as a team with Pension and Benefit Consultants to resolve client escalations.
• Helped members with pension packages (Retirement, Termination and Family Law Value).
• Created, reviewed and updated knowledge base resources and procedure guides.
• Provided technical support of online applications.
• Participated in call reviews to improve performance.

University of Toronto – Honours Bachelor of Arts                                            (Sep 2013 to May 2018)

27 King's College Cir, Toronto, ON M5S 1A1

Graduated with a Major in English and Minors in Psychology and Philosophy