Customer Service Manager
Resume:
Lori Wood
***a Twyford Street
Ottawa, Ontario K*V 0V7
***********@*******.**
Job Specific Qualifications:
Medical Terminology, Human Anatomy and Physiology
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Clinical Documents
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Health Care Documents
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Booking and Scheduling Appointments
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Health Care Software
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Health Office Procedures
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Medical Transcription
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Scheduling of employees in QHR, staffing requirements
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Microsoft Office Suite (Word, Excel, PowerPoint and Access)
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Typing: Consistency exceeded 60 WPM
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Personal Qualifications:
Daily Schedule to follow and adherence was excellent
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Strong multitasking skills
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Strong Computer Skills, MS Word, Excel, PowerPoint
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Highly Motivated and Organized individual
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Strong interpersonal and communication skills
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Able to work independently as well as an excellent team player
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Flexible and friendly
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Excellent verbal and written communication skills
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W ork History
Nursing Unit Clerk/Nursing Staffing Clerk Jan 28 2012 - present
Student Nursing Unit Clerk
The Perley and Rideau Veterans Health Centre Dec 3 2012 – Dec 28 2012
After my work placement I was hired at the Perley as a casual nursing unit clerk as well as
working in the staffing office.
Shift Schedules/Changes – software QHR
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Staffing of employees at the hospital, make sure there is sufficient coverage per work unit
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Booking days off, vacation, and sick calls, pre-booking shifts
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Filing and Stripping patient charts, maintenance of Resident’s charts
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Answering unit phone/retrieving messages
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Listen to complaints from families, staff and residents; advise them of actions to follow
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Direct residents and visitors to appropriate areas
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Emails – checking and processing
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Updating Communication Books, Unit Calendar, and Bulletin Board current
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Digipen Physician orders/processing labs, consultations and printing labels
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Taking Photographs and developing pictures and uploading to PCC/EMar
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Putting together packages – WSIB, Death, Admissions
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Stores orders and office supplies
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Resident Flow Sheets printed from Point Click Care
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Arranging appointments for Residents
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Booking Transportation
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Mail and Newspaper distribution
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Updating and photocopying Worksheets, Bath Lists, Weight Lists
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Charting when needed using Point Click Care
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Unit Safety Checklist
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Associate – Provisioning and Activation Oct 2008 – Mar 2012
Bell Canada Ottawa, ON
Took calls from Bell Technicians to solve discrepancies in installation orders and
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repairs to provide dialtone to customers
Solved order problems to ensure orders get completed on time
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Liaison with other groups such as Technicians, Sales Reps, Facilities, Business
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Office, TCLT and OMG
Provided excellent customer service to ensure short turnaround times
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Programmed and assigned multi switch phone lines
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Acting Resource Associate /Help desk
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Associate – Help Escalation Desk Oct 2008 – Apr 2008
Bell Canada Ottawa, ON
Moved orders around for Circuit Design to make sure workload was done
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Answered any design related questions on a daily basis
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Produced many reports at certain times each day
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Worked on many systems Tomi, IPAIRS, TARS, Microsoft Word, Excel,
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PowerPoint
Responsible for all IPAIRS and Activation associates by dividing up work
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production and order to be done to meet due dates
Watched all calls queues to make sure calls were answered
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Associate – Trainer/Coach Apr 2008 – May 2005
Bell Canada Ottawa, ON
Provide training and pro-active coaching to employees to improve their
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performance
Develop training packages and various job aids to assist
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Provide to team manager assessments on skill level and training needs
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Assist in the introduction of new systems, practices and procedures
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Ability to effectively present information over the phone, in person and in writing
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Associate – Circuit Design May 2005 – Sept 1999
Bell Canada Ottawa, ON
Produced circuit layouts required for the establishment of all service orders
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Analyzed requests, planned and determined appropriate equipment and options
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to be provisioned and facilities to be used
Coordinated with internal and external forces and other telephone companies
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Maintained mechanized records and issued special service orders
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Adapted workload according to changes in prioritization
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Effectively communicated verbally and in writing with internal and external
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partners
Education/Certifications
Medical Office Assistant – Herzing College May 2012 – Dec 2012
Bachelor of Arts – Ottawa University Sept 1984 – April, 1988
Computers – Toronto School of Business Sept 1988 - March 1989
Ontario Secondary School Diploma - Sir Wilfrid Laurier High School June 1984
Other - First Aid, CPR qualified
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