Administrative Assistant Customer Care
Resume:
Heather Hercules
Brampton, Ont.
L6Y 4M9
*******************@*****.***
administrative assistant, call centre supervisor, CUSTOMER CARE COORDINATOR,SWITCHBOARD, human resources
HIGHLIGHTS OF QUALIFICATIONS AND RESPONSIBILITIES
8 YEARS ACCPAC, IBM AS 400, EAP, 18000 KEYSTROKES, MERIDIAN PHONES, 65 WPM
8 YEARS WORD, OUTLOOK, EXCEL, SAP, LIMS, POWERPOINT, NORTEL
8 YEARS CALL CENTRE SUPERVISOR AND ADMINISTRATIVE ASSISTANT
5 YEARS HUMAN RESOURCES
4 YEARS CUSTOMER CARE COORDINATOR AND SWITCHBOARD OPERATOR
2 YEARS RETAIL AND MARKETING
Have excellent work ethics and very organized and pay great attention to detail I can work in a fast paced team environment work well with team.
EDUCATION: UNIVERSITY OF TORONTO
CRIMINOLOGY CERTIFICATE
PROFESSIONAL EXPERIENCE
Spectrum Health Care MARCH 2017 – PRESENT
Client Services Coordinator Maternity Leave coverage
Spectrum Health Care is a fully accredited provider of home health care services dedicated to exceptional services, quality, and professional development. The Client Service Coordinator positions helps exemplary client services and support in person and over the telephone to our internal and external customers/clients. I assist our client and staff concerns to the Home Support Supervisor. I am liaising with the LHIN representatives regarding client care, collects and entrees all pertinent client data into the computer system. I provide list, schedules and performs other administrative duties to support the personal support worker program.
BRAMPTON CIVIC HOSPITAL SEPTEMBER 2016- MARCH 2019
SIEMENS SERVICE ADMINISTRATOR Maternity Leave coverage
Process 100-150 Service Calls Order Daily
Answer 100-160 Service Calls Daily
ACCPCAC, Word, and Outlook, Backtrack Application, Excel
Assist with Reception on Dispatch Relief
Responsibility Scheduling Service Technician for Siemens CAT Scans, XRAY, CATH LAB, MAMMOGRAPHY, NUCLEAR MEDICINE, MRI departments
Communicating daily with Sub Contractors and employee staff to ensure equipment is running smoothly
Processing Orders Daily to technicians and uploading service reports daily
BOMBARDIER (4 MONTH CONTRACT POSITION SICK LEAVE)
MAY 2016-SEPTEMBER 2016 HR PAYROLL DATA ENTRY ADMINISTRATIVE
Processed Permanent Residence Cards, Citizenships Documents, SIN Cards
Data Entry Payroll Employee Timesheets, Time Entry Access Cards
Updated Scheduling Department with employee tardiness
Giving welcome packages to new employees, Assisting with Training of New Hires
Processing 500 Timecards daily for payroll.
Ensuring benefit packages are handed out in a timely manner
Answering any 100 to 200 Payroll/HR calls daily.
INGRAM MICRO (2 YEAR CONTRACT POSITION)
(DEC 2011-DEC 2013 2 YEAR CONTRACT) CLIENT SERVICE COORDINATOR
EDI order processing, entered orders into IBM AS400 Impulse system
Ensured pricing is accurate and pricing sent accurately
Investigated, and reviewed and approved stock balance
Trouble shot and expedited delinquent orders, completed follow-up on backorders
Facilitated customer reallocations, reserve inventory, sales order reallocations
Ensured lead times are met with customer satisfaction
Communicated effectively with Sales management and Account Field Reps Daily
TRILLIUM HEALTH PARTNERS (8 MONTH CONTRACT)
FEB 2014-DEC 2014 SWITCHBOARD OPERATOR
Answer over 500-1000 Inbound Calls Daily. 300 Outbound Calls to Staff/Police/Ambulance
Medtronic Systems
20 000 Keystrokes
Paging Doctors, Nurses, On Call Staff,
CODE RED, BLUE, BROWN, YELLOW, PINK ANNOUCEMENT ON PA
Completing On Call Schedules Doctors, Nurses and Medical Clinics, Patient Transfers
CITY OF BRAMPTON PART TIME CALL CENTRE SUPERVISOR
JAN 2005-JAN 2009
Supervised a team of 8-10 per schedule shift
Dispatch enforcement officers, Animal Control, and Works and Transportation Daily
Performed as primary point of conflict resolution, managed non-standard or complex inquires
Ability to handle multiple phone lines Nortel, Answered 100-200 incoming calls daily
Mapping Skills and Nortel Systems, Walkie/ Dispatcher
Human Resources Assistant, Interviewing, Maintain Employee Records, and Payroll
Dispatched service orders to Enforcement Officers, Animal Control Services, Road and Transportation Service Department
Ensured effective notification to department personnel regarding results of follow-up with customers
Coordinate appointments with the Major of Brampton and City Hall Officials
EDS CANADA CALL CENTRE SUPERVISOR CHRYSER FINANCIAL USA
JUNE 2000-JUNE 2005
Supervised a team of 15-20 call center agents
Provided weekly team meetings, managed daily metrics of call center agents AHT ACW
Assisted with daily quality and witness monitoring systems
Ensured monthly maintenance performance reviews for each call center agent
Provided HR support, payroll, benefit packages, discipline forms
SAP input daily of Chrysler Metrics and process of Quality Improvements
Troubleshoot and expedited delinquent orders, completed follow up, Human Resources, Payroll, SAP Applications Software
Short and Long Term Disability, Maintain Health and Safety Records, WHMIS Certification and First Aid
AVAILABLE TO START ASAP
REFERENCES AVAILABLE UPON REQUEST
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