Customer Service Management
Resume:
Loretta McLaughlin
Coquitlam BC V3J 3C3
Phone: 604-***-****
Email: *******@*******.***
Career Objective: To obtain employment to enable me to use the skills and customer service experience I have acquired in previous employment.
EMPLOYMENT HISTORY
Coast Powertrain Ltd – February 15,2010 to Present
Accounts Payable/Accounts Receivable
8 Line Switchboards
Invoicing
Filing
Maintain Data Base
General Office Duties/Procedures
Escan – August 4, 2009 to October 1, 2009 (Contract)
Scanning documents
Answering Phones
Stocking Shelves
General Office Duties
Vancouver Coastal Health Authority – July 30, 2000 to August 30, 2007
Duty to Accommodate Regional Advisor – November 17, 2003 – August 30, 2007
Apply extensive knowledge of early intervention strategies
Effectively collaborate and negotiates with disabled employees, unions representatives, WorkSafe BC and management and employee engagement team members to obtain commitment and recommended return to work initiatives.
Apply knowledgeable investigation and assessment techniques when establishing employee rehabilitations status, return to work and addressing Duty to accommodate issues.
Provide information and support to the duty to accommodate employees
Utilize expert analytical skills and research abilities in monitoring and tracking duty to accommodate positions within Vancouver Coastal health
Communicate with managers, external agencies (including WorkSafe BC and HBT) as well as all Healthcare Unions
LTD and ICBC Associate November 4, 2002 – November 16, 2003
Served as the main contact for internal employees for LTD and ICBC applications
Provided information to employees and external clients
Corresponded with Great West Life and Health Care Benefit Trust
Recruitment and Retention Associate October 2001 – November 3, 2002
Setup and maintained database/spreadsheets to compile statistics
Served as the main contact person for external applicants
Administration of the hiring process for external applicants
Processing of the plan member records for superannuation
Knowledge of all collective agreements
Benefits Clerk July 2000 – October 2001
Provided information and support for employees applying for LTD or LOA
Coordinated all necessary correspondence with Employee Health Unit, Payroll and the Insurance Carrier
Provided information relating to the benefits options available while on LOA and forwarded the completed package to the requestor.
CANADA LIFE ASSURANCE COMPANY
Call Centre Representative/Claims Examiner October 91 – September 99
Supervised Staff, including staff orientation and training
Processed/administered disability and creditor claims
Provided clients and customer with Benefit Information
Maintenance of monthly Call Centre statistics
Handled inquires for accounting administration
Processed medical and dental estimates and claims
EDUCATION
Rehabilitation Management Simon Fraser University
Department of Applied Sciences
Diploma Program
Completed June, 2007
WCB Educational Seminars Employers’ Advisers Services
Claims management
Disability Management for WCB claims
Appeal Process
Assessments
Richmond BC 2004-2005
Disability management BCIT
OH&S Program
Certificate Program
Completed April, 2004
Loma One and Two
Canada Life Assurance Company
Completed April, 1996
Medical Office Assistant Course Vancouver Community College
Vancouver BC Completed December 1988
Cariboo College First Year University College Courses
Kamloops BC
September 1985-April 1986
Columneetza Senior Secondary Grade 12 Diploma
Williams Lake, BC
September 1983 – June 1985
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