Customer Service Representative

Serena Graham

*-*** ******** ***

London, On

N*B 1Z4

*************@*****.*** Cell: 226-***-****

Dedicated Customer Service Representative with 9+ years of experience in the public sector, dental and medical service settings. Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and referrals.

Respected builder and leader of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and company operations policies.

Areas of Expertise

Customer Service Management

Medical Terminology

Complaint Handling & Resolution

Case Management Customer Satisfaction Enhancement

Sound Decision Maker

Interpersonal Skills

Sales skills Teambuilding & Training

Maintain Accurate Records

Detail Oriented

Laboratory/ECG Technician

Professional Experience

Dove Dental Centers – London, ON 08/10 to present

Patient Coordinator/Business Assistant

Foster an environment in which patients enjoy high levels of service and satisfaction with Dove Dental Centers. Business assistant for two dentists to ensure the highest level of patient services, including financial options and agreements, booking appointments, treatment planning, post-op follow up, processing insurance claims and predeterminations, ordered supplies, end of day balancing and bank deposits, organizing patient charts, filing, and mail.

Selected Contributions:

• Developing Patient Coordinator manual

• Training new staff

MINACS – GENERAL MOTORS Oshawa, ON

05/08 to 08/10

Case Manager

Customer Service Representative

Foster an environment in which clients enjoy high levels of service and satisfaction with General Motors and their chosen dealership. Manage front-end operations to ensure optimal customer service level. Managed large case loads with tight time-lines. Resolved disputes, enforced warranties, policies, recalls, advised and assisted with client purchases for client retention.

Selected Contributions:

Won “Service Excellence Award” for instrumental role in driving record-high sales increases, customer satisfaction, and time management.

Member of “Marketing Focus Group” for improvement in staff training, discuss employee-development and morale-building programs.

Preserved customer loyalty while complying with company policies.

BEACHES CO-OP PRE-SCHOOL Toronto, ON 7/95 to 8/98

Treasurer, Board of Directors

Maintained daily operations, hired two full-time teachers, participated in a management role with a focus for future success of pre-school. Directed and maintained high standards in sanitation and safety and complied with regulatory guidelines.

Selected Contributions:

• Manage daily operations of a non-profit organization, with an operating budget of over $100,000.

• Organize and implement new school programs (generated a 40% increase in enrollment – ensuring the success of the co-operative for years to come).

• Coordinate board of director meetings

DR SHELDON NADAL, DPM Toronto, ON 06/91 to 8/94

Surgical and Office Assistant,

Performed all medical office administration, maintained medical equipment, ordered supplies, and trained staff.

Selected Contributions:

• Assisted in all Surgical procedures

• Collection of blood samples

• Sterilization of instruments

• Pre and post-op set ups

• Plaster moulds

• Ordered and maintained stock

• Patient education

Education and Training

DURHAM COLLEGE OSHAWA, ON 2008

Certificate; Concentration in Canadian Law & Legislation

COLLEGE OF BUSINESS TRAINING – TORONTO, ON

Accredited

Honors Diploma; Concentration in Medical Office and Laboratory Assist, Anatomy, Veni-Puncture, Medical Terminology and Script Writing, Record Keeping 1991

Training: Completed numerous Veni-Puncture and Laboratory Tests, Course in Inter-Personal Skills, Group Dynamics/Critical Thinking, Time Management, Leadership, Patient Education, and CPR.

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