Michelle Forrester ac9dxn@r.postjobfree.com

416-***-****

Professional Profile

•Extensive experience in customer service, reception, administration and data entry

•Customer focused with excellent communication and interpersonal skills

•Highly developed organizational skills with the ability to manage time effectively

•Able to prioritize and implement decisions to achieve immediate and long-term goals and meet operational deadlines;

•Self-motivated, perform well independently and able to work in a team environment

•Highly adaptable, approach new situations with a positive outlook and enjoy new challenges

•Proficient in MS Word/Excel/PowerPoint; fast typing and accuracy within work

PROFESSIONAL HISTORY

UPS Nov 2018-Present

Clerical/Customer Service

Log and control high volume packages; control supplies/inventory

Resolve, correct and re-package shipments; deal with customers, clerks and driver complaints

Complete delivery change request and other customer request; Monitor driver scanning practices

Acceptance, audit and shipment of packages; Load/unload parcels up to 70lbs

Process daily report for supervisors daily meetings; scanning of all driver packages

Various (Temp/Contract from Apr 2017-Sept 2018)

Fresenius Medical Care Customer Care Service Provider

Provide customer care to over 290,000 renal patients in over 3400 dialysis clinics

Process received orders in a timely manner; ensure data accuracy and integrity

Maintain detailed data in the applicable system; monitoring account activity as necessary.

Serve as the primary point of contact for healthcare providers to ensure the facilitation of customer requests;

Initiate communication with patients by phone to set up new or existing prescription orders

follow up calls to patients to ensure dialysis products such as dialysis machines, dialyzers and related disposables are processed and delivered

Responsible for medication profiles and entering and completing enrollment forms

Contact patients on a monthly basis to confirm current prescriptions, changes in prescriptions, or any additional prescriptions; resolve order discrepancies

Determine the best delivery method based on the customer “remaining days” supply, delivery location, cost, and product stability.

Inform customer of any changes or delays in their order due to product shortages, product changes, recalls, or backordered and discontinued products.

Review patient’s medication needs and advise of early/late refills due in Pharmacy Management

Ensure prescription validity with the patient

Other duties as assigned.

Sunnybrook Hospital Heart Failure and Rapid Cardiology Assessment Clinic

Reception/Administrative

Work in high volume clinic, assess priorities, organize workloads and allocate time effectively

Greet, register and schedule patients for all assessment and treatment appointments

Handle busy telephone system; Manage multiple booking system

Complete referral intake process and prepare clinical charts

Order entry of tests and follow-up of test results; preparation of patient charts and filing as required

Format and submit clinic reports to referral source using external electronic portal

Complete post clinic tasks including faxing of medical referrals, tracking attendances, entering follow up time frames, and faxing of summary sheets as required

Ordering supplies as needed; data entry

Communicate in clear concise manner with Doctors, nurses, patients, etc.

Iron Mountain Data Entry

Store and enter highly sensitive client information to billions of valued assets including critical business information, highly sensitive data, and cultural and historical artifacts; digital transformation, secure storage, secure destruction

Lift, load and move boxes (avg 40 lbs)

Climb stairs and use tools and equipment to maneuver materials

The Bark Zone (Animal Services) Administrative Assistant Oct 2005- June 2017

•Hold all access keys, codes, passwords, enter and keep track in Excel.

•Provide evening/weekend emergency support via cell and email client support and new client setup

•Answer phone and address daily email including schedule changes, services and client queries

•Log and communicate necessary changes to bookings and book new services via online pet-sitter application

•Coordinate walking and boarding schedules (including Christmas rush); organize keys, dog information and transportation details

•Database management and management of all client profiles and confidential security information\

•Ensures client information in database is current, up to date and accurate

•Design, implement and maintain confidential key identification system;

•Review/screen/interview potential dog walkers/boarders and office staff

•Manage and implement walker/boarder; knowledge of GTA to schedule and route walkers

•Validate license and certification of walkers

•Maintain monthly client billing/invoicing/collection and bank deposits; weekly contractor payroll

•Coordinate design/purchase/distribution of annual holiday gifts and cards

•Purchase any new pet supplies/equipment and office supplies

•Provide and organize one hour walks for groups of 6-18 dogs 2-3 times per day

•Provide overnight boarding and daycare services, private visits for puppies as well as sick or elderly dogs that are unable to join regular group walks

•Administer any and all medications as needed

•Provide taxi service as well as vet visits and grooming appointments

•Responsible for client keys and home security codes

Sunrise/Green Works) Tools (Seasonal Apr 2013-Dec 2016

Customer Service/Data Entry

•Provide customer service to clients committed to helping the environment

•Responding to customer inquiries regarding products and ensure timely response and resolve to complaints

•Parts ordering, process credit card payments, process returns

•Data entry utilizing SunServer and Persona

•Tech support; process maintenance requests with vendors

•Make outbound and follow up calls when necessary

•Directing consumer activities and respond to customer email and correspondence

•Signing up customer warranty registration

OntarioMD (OMA) Dec 2002 – May 2005

Office Manager/Admin Support

•Sole admin support to all OntarioMD staff; Executive Assistant to COO; Director of Operation and VP Technology

•Define and document common policies and procedures for the office; provide new hire orientation; manage receptionist; Securing relationships with vendors; negotiate contracts for office supplies & stationary purchase orders new stationery, business cards and insure sufficient supplies are in stock; Review and sign off on all relevant invoices.

•Provide appropriate security access to all colleagues and provide the appropriate escort to guests in order to maintain the high privacy and security standards OntarioMD has established; Manage security system, arrange for key cards and install of all key card strikers

•Social committee; assist marketing dept with major board presentations; travel arrangements

•Inventory; Procurement - Process approved purchase requests; Coordinate all corporate catering needs;

•Reconcile packing slips, invoices upon delivery; maintain records management for Petty Cash and taxi slips

•Maintain the staff Orientation Manual, employee handbooks; tracking and reporting requirements for employees (vacation, sick time, etc)

•Arrange new hire logistics (laptops, phones, security pass, parking etc)

•Assist all groups with ad-hoc requests

•Coordinate office moves, equipment transfers, delivery of equipment as well as office equipment servicing, purchasing and maintenance

•Maintain accurate and effective distribution of internal/external correspondence

•Manage facility concerns or crisis’s (e.g. temperature issues, floods in kitchens, elevator out of service, lost key fobs etc.); problem solve and communicate solutions to the employees involved

Sunnybrook Hospital (Contract) Jan 2002 – Dec 2002

Executive Assistant to COO Human Resources

•Scheduled international and domestic travel; book hotel reservations and ground transportation; prepare travel itinerary as required; arrange and confirm internal and external meetings and/or conference calls; maintain and manage calendars

•Prepare expense statements on regular basis (must be completed within 30 days); work within guidelines and obtain appropriate approvals or exceptions as needed

•Compose or edit memos; letters; working group lists, reports and other communications as requested; prepare quick edits on presentations

•Perform general tasks including, but not limited to coordination of presentations between various resources (Presentation Centre, Production Services, etc.); file organization and management; researching requested information; preparation of public information material; labeling and archiving

•Participate in additional administrative responsibilities, special projects, committees, etc. (i.e ordering supplies, fire warden, cleaning; event planning)

EDUCATION: Seneca College Office Administration 1 year

CERTIFICATIONS: Standard First Aid & CPR Level C/AED

References available upon request

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