Amelia (Mia) Morin
St-Lin Laurentides,Canada
Summary
Motivated, passionate individual with extensive experience in customer service. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
12
12
years of professional experience
Work History
Key Account Manager
Ashfield / Inizio Engage
12.2022 - Current
- Strengthened client relationships through regular communication and effective problemsolving.
- Coordinated with internal teams to ensure timely delivery of products and services, meeting client expectations.
- Proactively identified potential issues within key accounts, taking corrective action to prevent loss of business or dissatisfaction.
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
Program Manager
Medaxis / Ashfield Engage
12.2020 - 12.2022
- Improved program efficiency by streamlining processes and implementing time-saving solutions.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Coached team members on professional development opportunities, contributing to improved overall performance.
Associate Program Manager / Reimbursement Specialist (Oncology)
Novartis/ Alio Health
07.2017 - 09.2020
- Maintaining and executing all day-to-day functionalities of the program
- Provide full training to all newly on-boarded employees
- Manage all customer complaints and/or escalations
- Maintaining an outstanding level of territory planning (nationally), organization, and administrative skills
- Developing and maintaining close interface with all components of the reimbursement process, including key hospital and cancer center departments
- Exploring opportunities for reimbursement to determine patient eligibility through both the public and private sector (all provinces)
- Assisting with the development of reimbursement policies and procedures pertinent to the area of reimbursement within their respective institution
- Launching new programs, procedures and initiatives
- Taking part in the transition of an entire PSP (patient support program) to an external provider (Alio Health)
- Creating detailed training guides for all new associates
- Providing daily, weekly and monthly reporting.
Reimbursement Specialist
Abbvie Canada
12.2014 - 05.2017
- Maintaining outstanding level of territory planning, organization and administrative skills
- Determine patient eligibility to secure coverage for Hepatitis C & Oncology medications
- Developing and maintaining close interface with all components of the reimbursement process, including key hospital departments and cancer centers
- Anticipating and responding to day-to-day health care practitioners requests
- Lead on all co-pay and financial responsibilities within program
- Assisting with improving CRM Salesforce functionalities to improve day-to-day tasks.
Reimbursement Specialist (MS)
Novartis
04.2014 - 12.2014
- Maintaining a high level of Managed Care and related Managed Markets benefit structures, reimbursement mechanisms, legal and regulatory influences, and health management programs
- Maintaining an outstanding level of territory planning, organization, and administrative skills
- Identifying and qualifying patients for indigent drug at assigned facility
- Developing and maintaining close interface with all components of the reimbursement process, including key hospital departments
- Providing assistance for reimbursement based on individual patient needs
- Assisting with the development of reimbursement policies and procedures pertinent to the area of reimbursement within their respective institution
- Launching new programs and initiatives.
Customer Service Representative / Maintenance & Project Coordinator
Groupe Dynamite Inc.
08.2011 - 09.2013
- Handling all store and customer inquiries, concerns, complaints, escalations and comments
- Increasing brand loyalty by providing effective solutions to resolve unsatisfactory service issues in accordance with established policies and procedures
- Offering exceptional first level (IT) technical and general support to stores in order for them to provide a comfortable shopping experience to customers
- Documenting, tracking and following through on all Customer Service calls
- Providing customer service support to internal sales team
- Identifying opportunities for improvement within the current Customer Service practices and system.
Education
DES -
Ecole Secondaire Félix Leclerc
Montreal, QuébecDEC (Not completed) -
Cegep John Abbott College
Montreal, QuebecAccredited Personal Shopper Certificate -
The International Association of Professions Career College
04.2018
Skills
- Account Retention
- Key Account Management
- Cross-Functional Collaboration
- Client Relationship Building
- Customer Rapport
- Effective communication
References
References available upon request.
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Key Account Manager
Ashfield / Inizio Engage
12.2022 - Current
Program Manager
Medaxis / Ashfield Engage
12.2020 - 12.2022
Associate Program Manager / Reimbursement Specialist (Oncology)
Novartis/ Alio Health
07.2017 - 09.2020
Reimbursement Specialist
Abbvie Canada
12.2014 - 05.2017
Reimbursement Specialist (MS)
Novartis
04.2014 - 12.2014
Customer Service Representative / Maintenance & Project Coordinator
Groupe Dynamite Inc.
08.2011 - 09.2013
DES -
Ecole Secondaire Félix Leclerc
DEC (Not completed) -
Cegep John Abbott College
Accredited Personal Shopper Certificate -
The International Association of Professions Career College
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