Adrienne Masseo
London,ON
Summary
Long serving case manager with 19 years of administrative experience and a strong foundation in customer service. Adept at handling high case loads, working in a collaborative environment, effective communication, and complex problem solving. Proven track record of successfully managing personal and subordinate case loads while maintaining quality output.
Overview
12
12
years of professional experience
Work History
Case-manager
Toyota Canada
2015.03 - Current
- Maintaining accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conduct thorough assessments of consumer and dealer cases, identifying issues, goals, and necessary interventions.
- Monitor ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Coordinate services with internal departments, dealership, and outside organization as necessary to provide assistance and customer resolution
- Problem solving; individual case investigations in conjunction with internal departments as well as Canadian and USA Toyota Dealerships
- Data Entry; Update and verify relative Vehicle Identification Number (VIN) details of each case-providing necessary updates to internal departments, and customers in a timely manner
- Preparing and issuing legal documents for the export of Canadian vehicles
- Managing consumer cases reported to Better Business Bureau; reviewing individual cases for customer and BBB follow up written and verbal
- Communicating written and verbal relative safety vehicle recall information to customers and internal departments in compliance with Transport Canada
- Managing a regional team of case managers; developing and executing training support to improve quality, productivity, profitability, and effectiveness with a primary focus on customer care.
Laboratory Technician
Gamma Dynacare
2013.02 - 2014.02
- Maintained a high level of accuracy in test results by following strict quality control procedures.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Operated basic laboratory equipment such as balances, pH meter, colorimeter, spectrophotometer, autoclave and evaporator.
- Performed testing and quality control using approved laboratory procedures and instrumentation.
- Communicated with internal departments, external laboratories, medical offices, and Government Agencies regarding sample collections, receiving, processing and testing
- Data Entry-inputting patient and client demographics, test orders, specimen characteristics, and collection details
- Surveyed requisitions to determine accuracy and completion of required information, chain of command maintained, and prioritizing time sensitives orders
- Organized and logged hard copy and electronic data for onsite and offsite long term storage
- Reduced errors in data entry by meticulously reviewing and validating information before submission.
Education
Medical Laboratory Technician - Medical Sciences
Westervelt College
London, ON02.2013
Skills
- Problem-Solving
- Case Management
- Case Documentation
- Organization and Multitasking
- Email and Telephone Etiquette
- Data Entry
- Written and Verbal Communication
- Strong Interpersonal Skills
- Self Motivated
- Fluent with both Microsoft and Mac operating systems
- Familiar with Personal Information Protection and Electronic Documentations Act
Languages
English
Native or Bilingual
Timeline
Case-manager
Toyota Canada
2015.03 - Current
Laboratory Technician
Gamma Dynacare
2013.02 - 2014.02
Medical Laboratory Technician - Medical Sciences
Westervelt College
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