Workplace Safety and Insurance Board (WSIB)

-	Quickly and accurately answer contact centre Automatic Call Distributor telephone system; provide information and assistance to workers, employers, representatives and other government partners 
-	Receive and respond to general telephone enquiries re: WSIB claims, health care benefits, return to work/work transition services, prevention, access, appeals, e-services, compliance, revenue or policies
-	Redirect calls to appropriate area and staff; take messages and place outbound calls when necessary 
-	Consistently promote OPS values and principles by maintaining courtesy, professionalism, diplomacy, confidentiality and sensitivity to diversity in all interactions with staff, clients and employers
-	Maintain optimal service levels by providing coverage for receptionist counselor, records and mailroom staff
-	Perform clerical duties such as photocopying, sending faxes, scanning documents, printing materials
-	Respond to diverse clients with disabilities; provide information while maintaining privacy standards.  
-	Use effective listening and conflict resolution skills to determine urgency and de-escalate situations with clients in difficult and emotionally charged situations including severe health issues
-	Work independently to adjudicate COVID claims by, reviewing form 6, and 7, ensuring accurate completion, create eligibility status update template to determine claim status, sending correspondence if information is needed or approved, update claim files on ACES guidewire program, create payment memo, or redirecting claims to appropriate queue
- Gathering of return to work and earnings information for COVID claims by obtaining, and verifying outstanding payment information by placing an outbound call to accident employers following an earnings checklist
-	Perform database searches to retrieve, process, select and present data to create documents and reports
-	Maintain manual and computerized filing and retrieval systems for records and documents

Claims Specialist

Serco

-	Answered telephone, email, in person inquiries regarding procedures and regulations; recorded, input, retrieved and interpreted data in databases; reviewed work for accuracy and conformity with regulations, policy and procedures 
-	Supervised daily operations and provided leadership, guidance, training, coaching, motivation and direction to staff 
-	Monitored volume of inquiries and service requests; anticipated fluctuations in volumes; scheduled staff and adjusted service delivery mechanisms to ensure optimal service delivery and use of resources
-	Liaised with other municipalities to co-ordinate activities, share information, identify new and emerging issues, trends 
-	Responded to escalated complaints, service requests; identified recurring issues; ensured accurate documentation
-	Audited application forms for accuracy and completeness; investigated and corrected  problems, omissions, errors
-	Administered and processed tests, scheduled and dispatched road test appointments, provided applicants with results, issued temporary driver’s licenses; processed licensing changes; collected fees and issued receipts
-	Assessed foreign license eligibility and test requirements; reviewed translations, and letters of authentication 
-	Contacted members of the public to communicate information and redirected them to other government agencies

Customer Service Supervisor

1-800-GOT-JUNK?

-	Answered telephone, email, in person inquiries, complaints and requests; created service requests 
-	Explained policies and procedures, guide and advise customers on appropriate services and fees
-	Contacted other departments to respond to inquiries and developed service options to expedite resolution 
-	Redirected calls, took messages and provided callers with updates re: estimated timelines for services 
-	Recorded, input, retrieved and interpreted data in database; created, recorded and processed invoices 
-	Reviewed work for accuracy and conformity with regulations, policy and procedures; corrected any errors 
-	Participated in quality assurance initiatives; assisted management to improve policies and procedures 
-	Answered inbound phone calls, make outbound calls, responded to e-mail, and managed chat sessions 
-	Handled customer experience complaints; clarified root causes of problems, researched solutions

Inbound Customer Support Specialist

WestJet airlines

-	Provided in-person customer service at various locations including responding to questions, resolving issues, educating the public on airport services, distributing information / materials
-	Solicited and documented customer feedback in the Customer Relationship Management (CRM) system, 
-	Greeted and responded to phone and in-person inquiries in a prompt, friendly, and courteous manner
-	Used airline computer systems to provide flight arrival and departure information; registered passengers, 
-	Checked in baggage; ensured compliance with regulations re: size and weight; collected excess charges
-	Provided passengers with information on Customs and Immigration requirements; compiled statistical data
-	Coordinated boarding of passengers onto the aircraft and ensured safety procedures were followed
-	Handled passengers affected by irregular operations; prioritized situations by determining urgency; provided resolution in accordance with guidelines by accommodating guests with referrals to hotels, food vouchers 
-	Collaborated with other departments to investigate and resolve customer issues and recommend  changes

guest service agent

I am a Claims Specialist with a strong foundation in claims processing, health care benefits, and workplace safety. For over a year and a half, I worked at the Workplace Safety and Insurance Board (WSIB), where I provided information and assistance to workers, employers, and other stakeholders, and handled a high volume of inquiries and service requests with accuracy and professionalism.

Currently, I am pursuing a certificate in Occupational Health and Safety (OH&S) from the University of Toronto, as I aspire to transition into the role of an OH&S specialist. I am passionate about fostering safe and healthy workplaces, and I am dedicated to acquiring the necessary skills and expertise to make a positive impact in the field. I have completed courses on leading teams through change, delivering bad news to customers, and project management communication, and I have earned multiple certifications from LinkedIn. I am eager to connect with professionals who share my vision for creating safer work environments.

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