Heather Hercules

** ********* ******

Brampton, Ont.

L6Y 4M9

416-***-****

adc4dm@r.postjobfree.com

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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