Abby Salamot Mustapha
Summary
Client service professional with robust background in delivering high-quality support and fostering client relationships. Known for reliability and adaptability in dynamic environments. Proficient in communication and team collaboration, consistently achieving positive outcomes.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Client Service Representative
ProResp Toronto
11.2023 - 09.2024
- Provided excellent customer service by promptly responding to product inquiries and taking orders for Home Oxygen supplies & CPAPs
- Received and responded to high-volume incoming calls and emails in a timely manner
- Responded to complaints and resolved issues while providing high-quality customer service
- Performed administrative duties such as filing paperwork, updating databases and preparing documents
- Processed payments accurately, including cash handling, credit card processing and check deposits
- Used company software like CRM to navigate, maintain record of services performed and progress notes.
- Monitored, tracked, and conveyed important client information to healthcare staff to help optimize treatment planning and care delivery
- Coached employees through day-to-day work and complex problems
- Facilitated timely month-end closing activities by completing accurate journal entries and account adjustments.
Acting HR
Paramed Home Health Care
06.2023 - 08.2023
- Provided comprehensive administrative support to the human resources department, including coordinating recruitment activities and managing employee records
- Monitored progress of new hires during their probationary period through regular check-ins
- Performed routine administrative audits to verify integrity of data
Intake/Assignment Coordinator
Paramed Home Health Care
02.2022 - 08.2023
- Handled clients, employees & funders (HCCSS) inquiries and suggestions courteously and professionally
- Assisted clients & employee with their schedules
- Actively listened to clients, employees, handled concerns quickly and escalated major issues to supervisor
- Managed over 30 telephone calls promptly to avoid on-hold wait times
Personal Support Worker
Paramed Home Healthcare
09.2020 - 01.2022
- Assisted residents in and out of bed and wheelchairs, using safe lifting and transferring techniques
- Coordinated medical appointments, errands, and social events
- Engaged clients through conversation and companionship, promoting independence and meeting social requirements
- Developed strong interpersonal skills through providing compassionate care to clients
- Assisted residents in activities of daily living to maintain health and dignity
Caregiver
Home Instead Senior Care
02.2018 - 09.2020
- Helped clients with daily tasks, such as laundry, housekeeping, and shopping
- Demonstrated excellent communication skills while interacting with clients, families and other healthcare professionals
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot
Customer Service Representative Advisor
Concentrix
01.2016 - 12.2018
- Built long-term customer relationships and advised customers on promotions and new products offered
- Specialized on Partner's account, payment and trips
- Made at least 50 calls with average handled time of 8 minutes to solve and escalate situations in a day
- Cross-trained and provided backup support for organizational leadership.
Education
DIPLOMA IN HUMAN RESOURCES MANAGEMENT -
CANADIAN COLLEGE
08.2024
COLLEGE DIPLOMA IN BUSINESS MANAGEMENT -
CDI COLLEGE
Mississauga, ON01.2022
CERTIFICATION IN PERSONAL SUPPORT WORKER -
CLI COLLEGE
09.2020
Skills
- Payment Processing (Cheques, POS or Cash)
- Scheduling
- CRM, Procura trained
- Call center experience
- Advanced Knowledge in Microsoft application
- Excellent written and oral communication skills
- Proficient with using multiple screens
- Excellent Attention to detail
- Client Relationship Management
- Assisting with Daily Living
Certification
CPR Safe Management
Languages
English
Timeline
Client Service Representative
ProResp Toronto
11.2023 - 09.2024
Acting HR
Paramed Home Health Care
06.2023 - 08.2023
Intake/Assignment Coordinator
Paramed Home Health Care
02.2022 - 08.2023
Personal Support Worker
Paramed Home Healthcare
09.2020 - 01.2022
Caregiver
Home Instead Senior Care
02.2018 - 09.2020
Customer Service Representative Advisor
Concentrix
01.2016 - 12.2018
COLLEGE DIPLOMA IN BUSINESS MANAGEMENT -
CDI COLLEGE
CERTIFICATION IN PERSONAL SUPPORT WORKER -
CLI COLLEGE
DIPLOMA IN HUMAN RESOURCES MANAGEMENT -
CANADIAN COLLEGE
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