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Customer Service Call Centre

Brampton, ON, Canada
October 21, 2019

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Shelley Lanna

* ******* ****** ********, ******* L7A4J6289-***-****


A dedicated, conscientious, professional providing excellent customer service strong in verbal, written and organizational skills. Creative and resourceful in generating new ideas and solving problems. Adept at managing demands of a corporate environment with constantly changing priorities and tight deadlines. Ability to handle irate clients in a professional manner, treating all clients and files in a highly confidential manner.


20 + years of Administrative experience in a Government Region of Peel environment

Ensure that invoices are coded to the correct Acct/Dept Id

Ensure all PO’s have enough funds left to pay invoices and have not expired

7 + years-Customer Service Call Centre-Responded to clients requests

Customer Service Excellence Award

7 + years Records Management experience –Government Offices

Records Management Course-Region of Peel

Accounting Diploma

Accounts Payable Coordinator 7 years

Ordering of office supplies

Execute Monthly Stat report on inventory

Business Administration

MS Word, Excel, Outlook, Access, PowerPoint,SharePoint

Accounts Payable experience

Oracle-People Soft Financials

Executed monthly stats reports for supervisor with cost/inventory

Create new client files, Records, filing and scanning, faxing of same

Scheduled Monthly Team Meetings/Typed the Minutes for same

Opening/Distributing Incoming Mail

20 + years Data Entry



Health Services-Immunization Clinics Coordinator October 2017-January 2019

HRMS-People Soft-Processing of Payroll, Vacation, sick days,

Panorama Mass Imms, Panorama Inventory

Call Centre-Responded to requests from parents

Create schedule and book clinics for schools in Peel

EIM-Archiving of Consents/Invoices

Book Public Health Nurses for availability for school based clinics

Manage inventory by developing inventory tracking systems – report annual use

Packing for all school clinics

Maintain all equipment (laptops, ipads, hubs, carts, etc.)

Order and maintain Dry Clinic supplies inventory

Monitor inventory

Organize and arrange monthly team meetings, including room bookings, staff notification, preparing agenda, arranging for chair and minute taking, distribute minutes at team meetings. Type and distribute team minutes to all staff after supervisor’s approval

Monthly MOHLTC reimbursement for HPV

Communicate with Coordinators and PHN’s with schedule changes

Pack out Vaccines for School clinics

Shelley Lanna

8 Antoine Street Brampton, Ontario L7A 4J6 289-***-****

Health Services-Immunization Services-Administrative Support April 2014-October 2017

Customer Call Centre-Responding to inquiries for clients

Admin Support Immunization Service Departments and to all Vaccine Preventative Disease Sections as needed

Respond to all phone inquiries regarding vaccination appointments,

Panorama Mass IMMS Coordinator Training

Panorama Immunization Core Training

Panorama Inventory Module Training

Panorama Database LRA-Register new employees into Panorama

Data Management-Immunization Services/VPD

Book Meetings

Customer Call Centre-Responding to inquiries

Monthly Avaya Stat Reports

CMS Supervisor Stat Reports

TTED Monthly Stat Reports

Take Minutes for Team Meetings

PeopleSoft/Oracle Financials-Updating client files/entering payments

Assist packing Vaccines that go out to Peel Health Clinics

Seniors Dental Program Dental Case Aide

October 2009-April 2014

IPAC Sterilization experience

Call Centre-Seniors Dental

Respond to all inquiries from prospective patients and Dental Offices regarding Pre-Determinations and payments for the Seniors Dental Program.

Update confidential patient information in our Interim Database,

liaison with Public Health Dentist to authorize/arrange treatment,

Statistical Monthly Seniors reports Follow-up with dental offices to confirm Treatment Completes/Incompletes,

Enter payments/predeterminations billed to the program using Access.

Accounts Payable Coordinator

June 2008-October 2009

Responding to inquiries from vendors for payment inquiries

Process and enter invoices/petty cash payments, check invoices have authorization

EIM-Archived Invoices

Ensure that invoices are coded to the correct Acct/Dept Id

Ensure all PO’s have enough funds left to pay invoices and have not expired

Batching invoices to enter into People Soft for payment to meet our Cheque Run deadlines,

Reconciling monthly statements and updating K drive to show payments,

Journal entries as needed, accruals at year end,

Interaction with both internal employees and vendors regarding payment status

Answering inquiries regarding payments from vendors and A/P.

Peel Living-Contact Coordinator Sept 2007-Feb 2008

Maintenance Line Call Centre-Handle all tenant complaints

Call Centre-Maintenance Line-Peel Housing

Data Entry of invoices for payment

EIM-Archived Invoices

Arrange for vendors to go to housing sites to do repairs

Ensured PO’s had enough funding to pay vendors

Created new vendor files

Arranged Team Meetings/Agenda/Minute Taking

Entered Monthly Stats

Monthly expense reports

Arranged prospective Tenancies lease signing


2017-Customer Service Excellence Course

2012-Records Management Course

1991-CDA 1 Certified Dental Assistant-Level One

2002-Business Math-Humber College

2001-People Soft Financials/People Soft HRMS

2000-Medical Office Administration Diploma

1999-Business Administration Diploma Course

1996-Accounting-Sheridan College

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