December ****

To Whom It May Concern,

With ** years’ experience in the high finance, health care, construction, real estate and retail industries, I am accustomed with coordinating schedules and managing records to documenting information and providing outstanding customer service. I excel at prioritizing tasks, collaborating with peers and management teams, encouraging effective communication, and improving overall productivity.

Highlights of my qualifications include:

1.Medical Office Administration honour student, including Medical Terminology, at the National Academy of Health & Business private college

2.16+ years secretarial, administrative assistant and clerical experience in various industries

3.Demonstrated competence in general office procedures and secretarial/ administrative/clerical skills including routine correspondence, Microsoft Office Suite of applications (Word, Excel, Power Point, Access, Outlook)

4.Strong organizational and problem solving skills including being capable of working with minimum direction in a busy environment subject to frequent interruptions

5.Skilled at interacting with varied clients/patients/families/physicians and other members of the interdisciplinary teams.

6.Experienced and knowledgeable in Client/Patient Confidentiality & Sensitive Situations (PIPEDA compliant)

My competences in general administration and organization, along with my dynamic collaborative abilities, positive attitude and work ethic, position me to excel in this role. I look forward to discussing my abilities further with you.

Thank you for taking the time to review my resume.

Sincerely,

Giuseppina De Santis

enclosure: CV of Giuseppina De Santis

Summary of Qualifications

17+ years in the retail, customer service and administration field of the healthcare industry

Keenly observant and detail-oriented; adept at multi-tasking

Keyboarding 45 words per minute

Capable of working within a team, as well as individually with minimal supervision

Knowledge in Health & Safety Regulations & ISO Processes

Computer Skills: MSWord, Excel, PowerPoint, Outlook, Pronto & Home Care Database System

Fluent in a second language

Experienced in Client/Patient Confidentiality & Sensitive Situations (PIPEDA and PHIPA compliant)

Proven ability to problem solve and initiate appropriate action

Ensured appropriate implementation of decisions made by supervisor

Exercised appropriate controls, monitored, and reconciled accounts.

Work Experience

First Canadian Title Present-2018

Title Officer – Rejections Department Present-2022

Provided superior customer service to clients via portal, email and phone responding to all inquiries within specified timeframes. Develop internal and external partnerships to enhance overall customer

Process all requests for mortgage and supporting document registration in British Columbia, Ontario, Manitoba, Northwest Territories and Yukon

Identify potential risks such as discrepancies in the documentation and/or in Teraview

Send rejected documents to the appropriate department for follow up

Respond via email and phone to internal parties regarding general inquiries concerning the registration of mortgage documents

Title Officer – Residential 2022-2021

Provided superior customer service to clients via portal, email and phone responding to all inquiries within specified timeframes. Develop internal and external partnerships to enhance overall customer service experience

Read and understood search of title from multiple provinces and make necessary amendments to internal records consistently applying -Underwriting Guidelines, as applicable, to all files

Managed all issues and title discrepancies with the Lender representative (lender, mortgage specialist etc.)

Issued Commitment to Insure (CTI) within corporate policies and guidelines within documented Service Level Agreements

Accountable for maintaining up-to-date knowledge on all corporate and lender policies and procedures and apply as applicable

Prepared applicable documents (i.e. mortgage document package, title change documents etc.) as per respective lender program requirements

Requested and reviewed payout statements from other financial institutions, calculating penalties, per diems and payout amounts due on closing

Actioned Lender Reports as required

.

Outbound Custmer Service Representative 2021-2019

Created and maintained productivity reports regarding the Outbound Customer Service Team

Assisted with completing mortgage documents and data entry as required.

• Handled sensitive material in accordance with established policies.

• Developed internal and external partnerships to enhance overall customer service experience.

• Completed daily Quality Control as per audit guidelines.

• Responded to all communications, in accordance with our best practice standards, applying STAR Qualities.

• Completed daily Quality Control as per audit guidelines.

• Responsible for handling inbound and/or outbound customer calls

Created and maintained the monthly work schedule

Particiapted in the training of new employees

Customer Service Representiative – Rejections Department 2020-2019

Quality control documents that are rejected for land title registration due to an error

Correct error when possible

Elevated the matter to the proper team when beyond the scope of the rejections department

Created a procedural manual for the province of Ontario for the Rejections Department

Communicte with lenders regarding issues and problem solve with internal and external clients

Prepared docuemtns to send to the klenders for resigning

Prepared/reviewed documents as required, including search of title; consistently applying -Underwriting Guidelines, as applicable, to all files

Office Team –First Canadian Title (Contract-6 month) March 2019 –September 2018

Junior Title Officer 2019-2018

• Assist with reports, filing and data entry as required.

• Handled sensitive material in accordance with established policies.

• Assembled, copied, collated, and disseminated a variety of documents and materials.

• Prepared incoming and outgoing mail, faxes, and courier shipments.

• Prepared/reviewed documents as required, including search of title; consistently applying -Underwriting Guidelines, as applicable, to all files.

• Completed all Requests for Insurance, as mandated and as required in individual lender Procedures, within documented Service Level Agreements

• Developed internal and external partnerships to enhance overall customer service experience.

• Completed daily Quality Control as per audit guidelines.

• Responded to all communications, in accordance with our best practice standards, applying STAR Qualities.

• Completed daily Quality Control as per audit guidelines.

• Responsible for handling inbound and/or outbound customer calls.

Office Team-Summit Housing and Outreach Programs (Contract-3 months) 2017

Reception

• Answered complex inquiries via telephone, email, and in person that are specific in nature and require a specialized knowledge of policies and procedures.

• Conducted database, literature, and web searches to find references and articles used for a variety of documents, reports, and publications.

• Provided policy and procedure information to others.

• Coordinated the calendar of supervisor and others and resolve scheduling conflicts

• Wrote a variety of formal notes and records such as meeting minutes.

• Monitored and ordered office supplies.

• Set up and maintained filing systems, both electronic and hard copy.

Hays Staffing-Timbercreek Asset Management, Hamilton (Contract -8 months) 2017-2016

Office Administrator and Leasing Agent

Leasing:

• Demonstrated excellent sales/leasing skills, continuously seeking to minimize vacancy and achieve leasing targets

• Immediately recorded all telephone and in-person visits on appropriate reports

• Greeted prospective residents and determine their needs and desires for accommodation (ask questions; utilize completed guest cards, etc.)

• Showed community and suite(s), applying product knowledge to match the client’s needs by communicating the features and benefits

• Closed the sale

• Completed application to lease with the prospect, secure deposit and other required documentation in accordance with company procedures

• Submitted application for approval and promptly advise applicant of approval review outcome

• Prepared lease agreements, secure new resident signature(s) on all required paperwork prior to move-in, and process paperwork in accordance with company procedures

• Ensured all suites are completely ready for resident to move-in on agreed date

• Maintained accurate record of monthly commission bonuses

• Completed and submitted as required Traffic, Sales & Log reports

• Stayed constantly abreast of competitive offerings by playing an active role in conducting market surveys and regularly shopping the competition

Building Administration:

• Ensureed that a superior level of co-operation, service and support is provided to residents

• Promptly responded to resident issues and service requests

• Was available to residents for general inquiries about living in their suite, building and community

• Actively managed lease renewals and retention program

• Collaborated with cleaning and maintenance teams to ensure optimal service to residents

• Followed up on work orders as needed

• Responsible for day-to-day operations of the building including but not limited to:

• Responsible for enforcing the terms of lease agreements, such as rent collection, rules and regulations, and following procedures of serving notices to residents

• Received and coordinated service requests

• Received tenancy termination notices, reviewing rent ready and vacancy reports

• Assisted with"move-in" and "move-out" procedures and surveys

Amerisource Bergen Canada (Innomar), HealthForward 2016-2011

Administrative Assistant

Patient Caseworker/Reimbursement Specialist

Coordinated and manage all aspects required in order to obtain prescription drug coverage for patients

Organized cases with insurance companies, physician’ offices and healthcare professionals in order to maximize reimbursement solutions;

Matched documents, submissions and all related paperwork to insurance companies, public/federal funding programs;

Implemented Financial Means Test as required in an effort to maximize patient’s prescription drug coverage

Synchronized pharmacy processes required once funding has been obtained;

Acquired in depth knowledge of public, private and federal funding mechanisms

Education

National Academy of Health & Business, Hamilton 2017-2018

Office Medical Administration diploma – Honour Student

Payroll & Accounting for Services

MS Suite

Document Production

Business Communication

Medical Terminology

Introduction to Phlebotomy

Transcription

Medical Health Billing

Medical Office Administration

Dental Office Administration

Red Cross, Hamilton 2020-2017

CPR, First Aid + HCP training

Mohawk College, Hamilton 2018-2004

Phlebotomy training 2018

Administrative Procedures Part II 2005

Micro-transcription 2004

Professional Development, Hamilton 2011-2004

Marchese Health Care

Priority Management Seminars

Time management

Communication

Customer service

Organization

Achievement

Control

Balance

Telephone response

SkillPath Corporate Strategies - Administrative Assistant Seminars

Communicating with tact, diplomacy and professionalism

Dealing with different, diverse and difficult people

Business writing

Hard working, Approachable, Trustworthy

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