Jennifer Inniss

*** - * ******** *****, ******* M4H 1C7

Res: 416-***-**** E-Mail: ac8yl3@r.postjobfree.com

SUMMARY OF QUALIFICATIONS

Proven record with 15+ years of experience in customer service, records management and office support in fast paced environments

Committed to a “People-First” attitude; genuinely enjoys serving the public with a demonstration of excellent interpersonal skills and a professional telephone manner

Specializes in IT Project Management, Database & Records Management as well as Training & Development with a proven record of helping end-users achieve operational goals

Advanced computer skills; knowledgeable in Microsoft Office Word, Excel, PowerPoint, Project, Outlook, Access, SAP, Adobe Photoshop, Internet/Intranet applications and E-learning programs

Highly organized with excellent multi-tasking skills; recognized for efficiency, attention to detail and the ability to exceed customers' expectations

Skilled in the use of all office equipment including telephones, fax machines, photocopiers, scanners, shredders and calculators

Dependable and co-operative team player; excels in both independent and collaborative projects

Adheres to all internal policies and procedures; maintains client confidentiality

Exceptional verbal and written communication skills; skilled in active listening with the ability to articulate information effectively and refer customers to the appropriate person or services

PROFESSIONAL EXPERIENCE

Customer Service Representative Toronto, ON April 2017 – February 2019

SUMMERHILL GROUP INC.

Receive inbound call centre customer inquiries on multiple program offerings

Answer general questions and educate customers related to program

Handle complaints, provide appropriate solutions and alternatives and/or escalate calls

Maintain records of customer interactions

Meet personal call handling targets

Pharmacy Assistant (Contract)

MCKESSON CANADA Toronto, ON Jan 2015 – Feb 2017

Filled prescriptions in numerical order ensuring that clients receive medication in a timely manner

Booked and confirmed appointments, responded to patient inquiries and maintained confidentiality

Entered prescriptions and updated patient information into the database accurately

Organized requisitions and filed them to appropriate medication bins

Cleaned up office filing system by organizing records chronologically for easy retrieval

Sales Representative – Membership Services (Contract)

Front Line Professionals Toronto, ON Sept 2013 – Sept 2014

Contacted Personal Support Workers from both leads and cold-calls to determine qualification for membership services

Helped members gain access to full-time work and various benefits to enhance career satisfaction

De-escalated customer complaints by providing active listening and meaningful solutions

Collections Officer (Contract)

COM CREDIT COLLECTIONS Toronto, ON Feb 2013 – Aug 2013

Initiated outbound calls to customers demonstrating empathy and resourcefulness in establishing realistic payment plans

Analyzed credit bureau information to advise customers regarding the status of their debt and to equip them with strategies for rebuilding credit

Manager Volunteer Services

Mile Post Homecare Toronto, ON Jan 2012 – Dec 2012

Assisted in the planning and delivery of the organization's programs and services based on an assessment of client needs

Developed and implemented goals and objectives reflective of the mission of the organization

Screened and trained volunteers to determine their suitability for various roles and to ensure successful integration into programs

Operations Customer Service Rep

CNA INSURANCE Toronto, ON Jan 2011 - Nov 2011

Responded to customer inquiries and processed new business and cancellations

Fostered positive relationships with both external and internal customers

Modified insurance policies based on customer needs ensuring loyalty and satisfaction

Analyzed underwriters' reports to ensure accuracy in the delivery of services

Coordinator Donor Records & Business Systems

CANADIAN BLOOD SERVICES Toronto, ON July 1989 - April 2010

Reported to Director of Donor & Clinic Services to supervise an IT staff of 7 who provide services to over 600 employees within the organization

Promoted 4 times during tenure at Canada Blood Services performing roles such as data entry clerk, assistant supervisor and acting coordinator

Managed records for unionized staff within Central Ontario Region contributing to Standard Operational Procedures governed by Health Canada

Reviewed financial reports for variances taking corrective actions to meet budgetary requirements

Confirmed all daily patient records ensuring that database contained accurate client information

Established a process for the timely shipment and retrieval of records

Created strong relationships with internal and external customers by demonstrating expert knowledge of products and services

Trained all staff in call center procedures, database management and customer service excellence

Delegated workload according to operational needs, performed staff performance reviews and mentored for continuous improvement

Responded to inquiries, provided information and investigated complaints while fielding a high volume of inbound and outbound calls

Collaborated with Key Stakeholders to support various projects such as: IT hardware & software upgrades for over 30 departments, as well as 6 remote sites

Helped create and implement an effectiveness report in order to improve Records Management processes and organized patient information into Excel spreadsheets for easy retrieval

Implemented system validation projects resulting in department cost savings of 10%

Established and maintained productivity training for both unionized staff and end-users to support the use of software applications including MS Word, Excel, PowerPoint, and SAP

Engaged end-users and key stakeholders in change management policies and procedures

Managed electronic inventory system of equipment to ensure that each office is functional

Prepared Health Canada audit reports, communicated to key stakeholders established results and monitored information to establish collaborative relationships

Attended and prepared Board Rooms for staff meetings and workshops

EDUCATION & PROFESSIONAL DEVELOPMENT

Project Management Program, Canadian Management Centre 2011

Records Management Certificate, University of Toronto 2010

Computer Applications Diploma, Academy of Learning College 2005

Computer Certificate, Algonquin College 2002

Business Administration Degree, Seneca College, Toronto 1992

Grantley Adams High School, Diploma, Barbados 1983

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