Customer Service Sales

RADMILA SULOVIC

*** ***** ******, *** #***

Toronto, Ontario M5R 3K6

Tel: 416-***-**** x 7715; 416-***-****

Email: **********@*****.***

Objective: To obtain a position where I can further utilize my skills and

experience

HIGHLIGHTS OF QUALIFICATIONS:

. Over ten years experience delivering exceptional customer service and

client care in banking and hospital settings

. Sound knowledge of Microsoft Office: Word, Excel, PowerPoint and

Outlook

. Fast learner- quickly adapts to specific software technologies

. Able to communicate fluently (oral and written) in four languages-

English, Serbian, Croatian, and Bosnian, as well as basic

conversational French

. Good listening and problem solving skills

. Detail-oriented, reliable and efficient

. Works well independently and as part of a team

. Effectively attends to the needs of difficult clients in order to

ensure that a beneficial resolution is achieved

RELEVANT EXPERIENCE:

Clinic Office Administration

. Making phone calls to patients reminding them of their appointments

. Preparing new charts for new patients

. Organizing existing files, typing and printing labels for referrals

and requisitions

. Sorting patients' incoming test results and distributing them to their

files

. Conducting hospital surveys by assisting visitors and patients to fill

in forms

. Stuffing paycheque envelopes, filing and photocopying

Customer Service/Collections

. Maintained and updated a large client database; served eighty clients

daily; ensured client privacy and satisfaction

. Conducted outbound calls to advise clients of services, products, and

costs;

. Delivered courtesy calls and reminders; negotiated payment due amounts

. Made arrangements for payments and took payments over the phone

. Handled inbound calls and dealt courteously with client inquiries;

prioritized and directed calls based on client needs; activated client

credit cards

. Resolved client concerns, adjusted account discrepancies, and

performed troubleshooting to correct system errors

. Connected with various departments to schedule appointments and

meetings

. Analyzed and determined statistical averages on a daily basis and

produced reports

. Collected and distributed incoming mail and written requests

Office Clerk/Medical Reception

. Welcomed visitors at front desk and directed them to appropriate

hospital departments

. Answered patient information line and connected incoming calls to

patient rooms

. Provided visitors and patients with assistive devices and helped them

to elevators and different floors

. Responded to visitor and outpatient inquiries and completed various

forms, served as liaison between visitors, patients and hospital

staff

. Input patient information into database and created labels for files

. Scheduled and confirmed appointments

. Performed clerical duties, such as filing, sorting and distributing

mail

WORK HISTORY:

Dibros Furniture, Toronto, ON Sales Administrator

2013 - 2014

Royal Bank of Canada, Miss, ON Collections Agent

2006

CITIBANK, Toronto, ON Client Services Representative 1999 -

2005

S&P Data, Toronto, ON Sales Verifier

1995 - 1999

VOLUNTEER EXPERIENCE:

Women's College Hospital, Toronto, ON Clinic Office Help

Present, 1997

EDUCATION AND TRAINING:

. Workplace Essential Skills Partnership Pre-Employment Program

July 2013

. Bachelor's Degree in Law, University of Belgrade, Yugoslavia

. Flight Attendant License, Flight Centre, Belgrade, Yugoslavia

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