Customer Service Physician Assistant
Resume:
Shivanie Bulet
Mississauga, ON
L5W 0V1
August 9th, 2022
To whom it may concern,
I am writing to express my interest in a Bilingual Customer Service position with Ledvance. I am an International Graduate with certification in Team Management and Customer Service Management alongside exceptional customer service and management background. My attached resume will demonstrate that I have a history of success handling challenging work in environments that foster both intellectual and personal growth. I believe that a Bilingual Customer Service position would be an excellent fit for my career aspirations because of its focus on strengthening relationships with its customers and promotion of core customer experience values while offering high- quality products to its customers. I take pride in delivering exceptional customer service while giving customers an outstanding level of customer experience. I have a strong background in Customer service, I have helped my father manage his transport company for over 15 years now and worked with Bank of Montreal as a Senior Customer Service agent tackling tasks such as sales targets, dispute resolution, resolving conflicts, training agents in providing excellent customer service, coaching sessions, manage challenging situations and have strong resolutions skills in addition to my medical degree where I have gained knowledge in patient relations within a hospital setting I can work independently, collaboratively and under minimal supervision. Also, I am perfectly bilingual in French and English (Spoken and written). Key points of my background and associated competencies include the following:
• Exceptional communications skills and innovation augmented with a profound knowledge of customer experience and administration.
• Strong leadership abilities paired with a positive attitude to build strong relationships and great interpersonal skills.
• Breadth of knowledge through academic studies including public health, medicine, microbiology, epidemiology, anatomy, physiology, management and sciences give me a solid foundation to provide both qualitative and quantitative analytical skills in clinical medicine. I am most interested in a full-time Bilingual Customer Service position with Ledvance. Please find attached a copy of my resume, for additional details about my experience and qualifications. My resume is a testimony to my academic competence and my previous work experience pertinent to this opportunity. I would appreciate the chance to discuss my application for the Bilingual Customer Service further and I look forward to hearing from you. Thank you in advance for your time and consideration. Sincerely,
Shivanie Bulet
Shivanie Bulet
4166 Sunset Valley Crt Mississauga, ON, L5W 0V1
Tel.: 514-***-**** Email: ********.*****@*****.*** EDUCATION:
UFred, Sandermoen School of Business
•EMBA - September 2023
September 2013 – December 2018
USAT, School of Medicine, Montserrat
•Doctor of Medicine, December 2018
PERSONAL INFORMATION:
Spoken/written languages: French/English
SKILLS:
Strong analyzing skills, strong resolution skills, excellent communication skills, strong customer service/sales ethics, enthusiastic about medicine and pharmaceuticals, punctual, excellent computer skills, tech savvy, collaborator.
PROFESSONAL EXPERIENCE:
August 2020 – December 2021
Clearpoint Health Network
Healthcare advisor
• Answer patient inquiries through emails, phone, and live chat function, by clarifying information; costing, financing options, clinical studies, FAQ’s and physician information.
• EMR notes (Nextech)
• Gather and enter new sales leads, and prospects in management software systems (including all contact information and necessary billing information, patient profiles, etc.)
• Qualify patients by understanding client’s areas of concern and desires for improvement: build a trustworthy rapport, maintain ongoing dialogue with the patient, disseminate educational materials, recommend procedures.
• Provide daily sales reports and dashboards to management, and report on marketing channels that are leading to successful lead generation.
• Book patient consultations with physicians/surgeons.
• Close sales by overcoming objections and by explaining the benefits, financing available and collect payment.
• Meet or exceed weekly/monthly sales targets for consultations and surgeries booked.
• Develop and utilize service metrics to drive performance, patient satisfaction.
• Update process manual with new procedures, updates to systems, and processes.
• Demonstrate thorough understanding of medical procedures and the long-term health benefits and features of the services we provide at a high level, including bariatric weight loss, cosmetic, and orthopedic surgeries.
• Collaborate with business managers, supervisors, physicians and support staff to facilitate case progression.
• Partner with sales and client management to ensure ongoing support of market and patient needs.
• Met any service level commitments to all patients.
• Keep current knowledge of key competitors including location, pricing, promotions, programming and equipment.
• Hubspot – helped introduce new CRM (Hubspot) as a patient management tools
• Updating patient information in Hubspot
• Transferring data between Hubspot and EMR(Nextech)
• Data organization (meticulous) automations
January 2017 – August 2020
Medcare Clinics
Physician assistant/Clinical Rotations
• Obtain health history, including patient demographics, chief complaint, history of the present illness or injury, past medical, surgical, family and psychosocial history, medications, allergies and systems review.
• Conduct comprehensive and focused physical assessments and interpret findings. This includes assessment of vital signs and examination of all major body systems. In addition, the PA performs psychological, ob-gyn, neonatal, paediatric and geriatric assessments.
• Utilize primary and secondary assessment results to formulate a differential diagnosis and determine if further clinical investigation is required.
• Order and complete preliminary interpretation of necessary diagnostic tests, which may include, but are not limited to, haematology, microbiology, chemistry, serology, urinalysis, blood gas, ECG, peak flow and plain film x-ray.
• Completed 6 weeks of clinical clerkship in Pediatrics where I rotated between 3 offices interacting with the patients age ranging from 2 weeks to 18 years old across varying demographics. Honing my skills of patient interactions and history taking. Participated in group presentations and case reports among peers.
• Completed 4 weeks of clinical rotations in Orthopedics, becoming aware of the various degrees of treatment and management in patient care, pre/post-operatively. Assisted in surgeries and patient presentations with the attending. Participated in formal and informal presentations at rounds with frequent questions and answer sessions between the attending.
• Completed 8 weeks of clinical clerkship in Obstetrics and Gynecology where mandatory interactive patient care and management further honed my practical and clinical history taking skills.
Engaged in group presentations and peer interactions and discussions.
• Completed clinical clerkship in Family Medicine (6 weeks), Psychiatry (6 weeks), Internal Medicine
(12 weeks), General Surgery (8 weeks), Surgical Sub-Specialty in Anesthesia (4weeks), Intensive Care/Pulmonology (4 weeks) and Emergency Medicine (4 weeks), Radiology (4 weeks), Pathology and Microbiology (4 weeks), Endocrinology (4 weeks)
• Honed practical and procedural skills through hands on patient care and management.
• Engaged in formal and informal presentations throughout the various specialties and group discussions, further honing my communication and organization skills. May 2014 - August 2016
St Judes hospital, St Lucia
Clinical Assistant
• Reviewed Cases and history from patients in all aspects of the following rotations as well as present patients with their diagnosis and treatment or treatment options
• Rotated between specialties- Surgery, General Practitioner, Pediatrics, Psychiatry, Gynecology, Orthopedics and Pain Management
• Assisted in the Health Clinic with History taking and logging patient records and files and presenting patients with their current visit and/or any other medical problems June 2011 – August 2014 BMO
MasterCard
Senior Customer service agent/Management Trainer
• Sought, recognized and acted upon opportunities to expand customer relationships.
• Trained other agents on customer service ethics, values and sales.
• Answered inquiries and provided accurate information about MasterCard products.
• Responded to information requests and followed established protocols.
• Resolved escalating issues as required.
• Processed client service requests and administrative requests according to established procedures and policies, and submits as required for approval.
• Analyzed data and information to provide insights and recommendations.
• Supported change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• Examined all official documents in advance of completing required forms to ensure appropriate authorization is available and follows established guidelines and procedures.
• Performed defined policy administration tasks and submits for approval as required.
• Supported the development of tools and delivery of training focused on delivering business
• Integrated information from multiple sources to enable more efficient processes, enhanced analysis and/or streamlined reporting.
• Followed established procedures in all communications with clients – by phone, e-mail or written – to ensure that compliance requirements are met for all scenarios. Created and maintained computer records on all systems to ensure accuracy of client information. Recommended workflow improvements to deliver a more efficient operation.
• Completed complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
• Analyzed issues and determined next steps.
ACTIVITIES
American Medical Student Association (AMSA), USAT, School of Medicine President, USAT Chapter, January 2014-May 2014
• Planned and organized blood drives, Health fairs and clinics for aiding in good community health in different parts of the island; by linking with different organizations, obtaining and maintaining good relations for our successors, planned and organized transportation to and from venues established for community clinics and health fairs
• Planned and organized our AMSA Bonfire Barbeque for welcoming new students, cooked and organized a Jamaican Jerk cuisine on the beach and arranged transportation to and from the venue for all students and faculty who attended
USAT, School of Medicine, Monserrat
USAT Student Association “Taste of USAT”, March 2014 Master of Ceremonies
• Planned and organized as a team effort between the Spartan Students Association (SSA) and AMSA; a multi-cultural event where all students and faculty participate in bringing their different ethnic background and foods to one table, organized the scheduled events and hosted and entertained the audience between each performance and dinner
USAT, School of Medicine, Monserrat - Graduation Ceremony Committee Co-Chairman
• Recognized for my leadership abilities I was given the responsibility of planning and managing the modest budget for the 2013 school leaving ceremony (accommodation, catering and formalities) for 100+ participants inclusive of faculty, students, family and friends. Academic Awards REFERENCES
Available upon request.
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