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Administrative Assistant Customer Service

Toronto, Ontario, Canada
April 06, 2018

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** ***** ******* **. ***: 416-***-****

Toronto ON M1C 5H7 email:

Mervat Malak


A highly organized Administrative Assistant/Receptionist, having great experience working with a broad range of client groups. I thrive in a demanding and fast-paced environment as I have great organizational skills and the ability to function under stress. A committed team-player, I have a strong work ethic and excellent communication skills and would be an excellent candidate for any organization with a focus on efficiency and strong customer relations.

Key Strengths:

Totally committed to providing superior customer service.

Results oriented with highly developed problem-solving skills.

Excellent communication skills, ability to deal professionally with people at all levels.

Easily multi-tasks projects without losing focus.

Strong organizational capabilities.

Highly focused, efficient and accurate.

Able to meet difficult deadlines and easily adapt to changing situations.

Team player; works well with fellow employees and supervisors.

Strong customer service with readiness to help out effectively

Computer proficiencies: MS Office applications, typing speed 50 WPM with accuracy.

Core Competencies:

Customer Service Focus

Creative / Innovative

Responsible / Accurate


Building Relationships

Training / Coaching

Task & Results Driven

Initiative / Resourceful

Data Entry / Bookkeeping

Professional Experience:

MINISTRY OF HEALTH & Long-Term Care June – Mar. 2018

Administrative Assistant

Serve as the focal point for the Unit, assist with ad hoc tasks

Maintain calendar and schedule meetings for manager and track the incoming requests

Process expense claims, credit card reconciliations and all correspondences

Cover the reception and answer all telephone inquiries courteously

Send out correspondences via online Purolator and track shipments

Prepare and proofread correspondences to ensure accuracy.

Prepare correspondences using mail merge and draft routine letters

Update the clients’ database and alert the team with changes

Mervat Malak Page 2


Administrative Assistant

Maintain calendar, oversee and track office correspondences

Answer telephone calls and redirect accordingly, cover reception during lunch

Flag important meetings and deadlines for manager’s approval

Check the generic e-mail account and respond to requests

Update the database system with clients’ information


Administrative Assistant

Schedule meetings, maintain calendar and prepare all the related documents

Answer telephone inquiries and provide support to customers in a timely manner

Process invoices and claims and update the CRM data base system

Update the Physicians/Patients’ lists and handle confidential documents

Receive consent forms, verify information and process them in a timely manner

Draft routine correspondences and prepare packages to new clients.

MINISTRY OF HEALTH, Toronto Aug. 2012 – Sept. 2014

Administrative Assistant

Schedule meetings and prepare pertaining materials and all logistical requirements

Handle numerous correspondences on the online tracking (OCMS), follow up till completion

Compose routine letters, edit/proofread correspondences to ensure accuracy before signature

Act as a receptionist to the office, answer telephone calls and provide information to clients

Archive old files and create new filing system, soft and hard copy

Process invoices and update the data base system

Input data entry on spreadsheets, review and send out to participants.

TD BANK FINANCIAL GROUP, Toronto ON 2009 –2012

Administrative Assistant

Handled a large number of telephone calls from clients and visitors from senior staff, always demonstrating a calm, courteous and professional manner.

Supported the Director and the team, scheduling meetings, ordering catering, preparing materials, etc.

Made travel arrangements and prepared expense claims for the team.

Maintained / reconciled the vacation schedules, worked on data entry as needed

Paid invoices & monitored budgets, followed up with vendors & AP and updated the tracking sheet.

Followed up with clients and escalate major problems to the appropriate persons.

Processed and prepared paperwork for new hires, assisted with events planning and inventory.


Administrative Assistant

Responded to telephone enquiries and provided information in an efficient and professional way.

Provided full range of administrative support for managers & staff of two units.

Managed managers’ calendars, including scheduling meetings, booking boardrooms, preparing relevant materials for meetings and organizing catering

Processed the ministry’s online tracking system for document approvals.

Mervat Malak Page 3

Organized numerous events and conferences, selected venue, updated distribution list, organized catering, tracked expenses for each event and tracked receipt of all the invoices.

Proofread documents to ensure accuracy of format, grammar and punctuation.

Processed invoices and tracked expenditures for the units.

Maintained staff vacation records.

Assisted in hiring and training the volunteers and update their weekly schedule.


Telefundraiser, Inbound Call Centre - Part Time

• Call a list of new and existing donors to raise funds for charitable organizations

• Maintain a tracking sheet effectively and update all the information required

• Follow up with the donors and process payment for their donations

Work on different programs, explain the cause and all procedures required.


Administrative Assistant, High Blood Pressure Dept. 2006 – 2008

Handled sensitive phone calls, maintained Director’s calendar, screened e-mails, scheduled meetings, arranged catering, etc.

Organized several events, prepared participants’ list, selected venue & menu, made hotel reservations, purchased token gifts, prepared packages, ordered supplies, etc.

Maintained and monitored budget and prepared expense claims for the whole dept.

Proofread all correspondences before the Director signed off.

Trained and supervised volunteers and updated database for volunteers & clients.

Assisted the Board of Directors by preparing packages, sending materials, etc.

Drafted acknowledgement letters and thank you letters

Recruited, trained and supervised volunteers.

Education: Bachelor of Arts, Faculty of Arts and English Literature.

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