Customer Service Support Worker
Resume:
Edmonton, AB
********@*****.***
Isaias Nguala
An enthusiastic professional individual who is seeking a new, challenging career after many years working directly with patients. I am a determined individual who strives to achieve the best in all areas, and I am always eager to learn new skills and advance my career. SUMMARY OF QUALIFICATIONS
● Exceptional broad background in customer service
● Exceptional communication skills: with the ability to build strong relationships with customers, patients, and colleagues.
● Office management systems familiarity
● Highly effective active listening skills demonstrated through careful understanding and consideration of customers, patients, and colleagues wants and needs.
● Bilingual French and English
RELATED SKILLS
● Critical thinker, one who can recognize and respond effectively and appropriately in emergency situations.
● Counsel, advise, and support decisions made regarding patients’ cases.
● Strong team player with ability to perform duties independently.
● Provide and exchange information with various departments to ensure optimal care for patients and or customers.
● Ensure confidentiality is respected for all clients and records.
● Perform all administrative and investigative duties with great attention to detail.
● Proven ability to meet the objectives, and deadlines, as set out by employers.
● Empathetic professional with a great ability to build trusting relationships.
● Excellent customer services and ability to provide patients and customers options to assist them in making informed decisions.
● words and excel
● Logibec,clinibase and oasis
● Google Drive
● Microsoft Office Suite.
● Outlook/Teams
● Sharepoint
RELEVANT WORK HISTORY
Social Work Experience
Catholic Social Services
Child Youth Care Support Worker - Zeno House
March 2022 to today
● Monitoring, supervising, and providing on-site support to children and youth located at the program facility
● Maintaining and adhering to established client service plans for children and youth
● Supporting children and youth through life skills teaching and in-the-moment learning, with a hands-on approach
● Performing routine and scheduled cleaning tasks throughout the facility in accordance with established standards and infection control practices such as, general cleaning and disinfecting, collection of waste and recycling materials, laundry, making beds, dusting, vacuuming, etc. Heavy duty cleaning of walls, ceilings, windows, doors and light fixtures, floors, etc.
● Complying with Health & Safety (OH&S) and Workplace Hazardous Material Information System (WHIMS) and other safety procedures, regulations, and policies.
● Completing scheduled client bed checks and program security checks to ensure client safety, responding to concerns in a timely manner.
● Purchasing grocery supplies and preparing meals according to the menu plan.
● Administering medication as required, while monitoring, recognizing, and responding to medical concerns
● Completing and filing required program documentation with established time-frames
● Other duties as required.
Shelter Support Worker
The Mustard Seed Dec. 2021 - May 2023
Commonwealth Shelter, Edmonton, AB
● Worked with community members in active addictions, homelessness, concurrent disorders, disabilities, and health concerns
● Welcomed all clients with kindness and without judgment
● Maintained a safe, clean, well-ordered environment.
● Offered clients emotional support and empathy while maintaining professional boundaries
● Performed a variety of non-clinical assessments with clients to determine their primary needs
● Provided clear relevant information, including referrals to other community services
● Observed, documented, and reported important occurrences on the worksite, including changes to the building, security matters, and changes in client behaviour
● Established peace in the community by solving conflicts Special Needs Teacher’s Assistant Nov. 2016 - June 2021 École Sainte Jeanne d’Arc/École Gabrielle-Roy, Edmonton, A
● Provided one-on-one tutoring support to children attending elementary schools, in French language, Math, Social Study and Arts
● Created and prepared lessons and resources to teach each child
● Assisted children with developing study skills and organization techniques to help improve their academic performance
● Managed a caseload of students that receive special education services
● Carried out administrative duties in keeping and maintaining records of each child’s progress
● Looked after children’s social and emotional needs
● Observed children to find out changes in behaviour or in other areas and reported such observations to the classroom teacher
● Helped children in personal care, such as hygiene and clothing if needed
● Attended parent-Teacher meetings and communicated effectively with staff, and/or parents regarding needs and concerns
Community Support Worker
Oct.2020-Apr.2021
Bissell Centre-ECC Shelter, Edmonton, AB
● Worked with community members in active addictions, homelessness, concurrent disorders, disabilities, and health concerns
● Welcomed all clients with kindness and without judgment
● Maintained a safe, clean, well-ordered environment.
● Offered clients emotional support and empathy while maintaining professional boundaries
● Performed a variety of non-clinical assessments with clients to determine their primary needs
● Provided clear relevant information, including referrals to other community services
● Observed, documented, and reported important occurrences on the worksite, including changes to the building, security matters, and changes in client behaviour
● Established peace in the community by solving conflicts Medical Experience
Medical Office Clerk (CL 2) Oct. 2010 – Sept.
2016
McGill University Health Center, Montreal, QC
● Received and answered over 50-70 incoming calls from clients on daily basis for medical appointments and information
● Booked all appointments as required via telephone, and sent appropriate preparation and appointment information to patients
● Communicated directly with patients on behalf of physicians by arranging appointments
● Developed and maintained a recall system to ensure patients’ tests and further follow-ups were booked and reports completed and distributed
● Distributed clinical letters and other documentation to appropriate individuals via either Electronic Medical Record (EMR) system, manual fax or by regular mail
● Ensured appropriate lab work and tests were ordered and patients’ EMR chart had all information such as correspondence, reports, and results required prior to patient’s appointment
● Communicated with referring physician’s offices and followed up with the referral status(accepted or declined)
● Provided administrative support to the grant application process, ensured that documents were prepared appropriately, secured signatures and distribution of the grant within deadlines
Other work Experience
Customer Service Representative, 2007-2009
Videotron, Montreal, QC
• Provided excellent customer service to customers visiting the videotron Booth
• Promoted the available products, phone packages and increased company sales.
• Provided advice regarding the phone packages, ensuring that it corresponds to customer’s MS Officers
EDUCATION
Nursing C Courses (level 4 )
Faubourgs Jobs school Montreal Qc
Early Childhood Education Certificate, Level 1
Edmonton, AB
Bachelor’s Degree in Education
Pedagogical University of Kinshasa, Kinshasa, DRC
References available upon request
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