Christopher Duguay
North Bay,ON
Summary
- Client-focused professional willing to go the extra mile to meet customer needs, increase satisfaction and promote loyalty.
- Expertly handles diverse concerns with solution-focused mindset and attention to detail.
- Demonstrated success in team leadership, organizational problem-solving and customer service.
- Efficiency-driven, highly accurate and well-organized with an open and clear communication style and self-motivated approach.
- Demonstrates respect, sensitivity, patience and understanding towards diverse and inclusive groups and backgrounds
- Access Customer needs, evaluate customer satisfaction and optimize customer service
- Experienced in various types of computer software and programs to deliver administrative and financial requirements
- Experienced using spreadsheet software, such as excel, to reformat and analyze data using different formulas
- Excellent conflict resolution skills with proven ability to defuse high-stress situations.
- Experienced in exceeding performance goals in fast-paced call work environments.
- Dedicated and outside-the-box strategic thinker with expertise in customer relationship management, conflict resolution, time management, document control and leadership.
- Organizational skills to maintain a large amount of monthly transactions, monitoring and reporting
- Ability to determine priorities when handling multiple competing tasks
- Ability to exercise judgement to escalate complex and sensitive issues
- Consistently demonstrate a strong ability to set and successfully achieve goals and objectives
- Appreciates collaborating with all levels of management, team members and community partners towards common goals and objectives
Overview
22
22
years of professional experience
Work History
Administrative Support Clerk
Ministry of Children, Community and Social Services
North Bay, Ontario
03.2024 - Current
- Answered customer inquiries via telephone and email in a timely manner.
- Scheduled appointments and maintained calendars for staff members.
- Greeted visitors, determined nature of business, and announced visitors to appropriate personnel.
- Processed incoming and outgoing mail on a daily basis.
- Performed general clerical duties such as photocopying, faxing, scanning documents.
- Prepared documents such as invoices, reports, memos, letters, financial statements and other correspondence using MS Office applications.
- Ensured compliance with established internal control procedures by examining records, reports.
- Responsible for maintaining accurate records of all files and documents stored electronically or physically.
- Directed customer inquiries to appropriate department personnel.
- Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
- Handled incoming and outgoing correspondence, including email, mail, and package deliveries, ensuring timely distribution.
Reimbursement Specialist
Innomar Strategies
North Bay, Ontario
03.2020 - Current
- Coordinate and manage all aspects required in order to obtain prescription drug coverage for patients
- Determined medical necessity, using individual insurance carrier regulations.
- Collected coinsurance and deductibles from patients for rendered services.
- Coordinate cases with insurance companies, physician' offices and healthcare professionals in order to maximize reimbursement solutions
- Coordinate documents, submissions and all related paperwork to insurance companies, public/federal funding programs
- Implement Financial Means Test as required in an effort to maximize patient's prescription drug coverage
- Coordinate pharmacy processes required once funding has been obtained Acquire in depth knowledge of public / private and federal funding mechanisms
Pay and Benefits Specialist
Ministry Of Government & Consumer Services
North Bay, ON
09.2018 - 03.2019
- Provide transactional services in support of the OPS payroll and benefits program, including calculating and processing authorized payroll and benefits for regular, part time and unclassified employees, including new hires/re-hires
- Review and verify approved authority documents; process payroll transactions on changes related to promotions, appointments, transfers, terminations, retroactive payments, merit increases and salary revisions.
- Prepare input documents and processes related to payroll changes into WIN-Workplace Integrated Network
- Provide general information relating to benefit options, including group life and supplementary health insurance.
- Maintain a variety of computerized records ensuring accurate/timely processing of all information.
- Refer all complex queries regarding the interpretation and application of collective agreements or policies to a senior staff member.
- Improved accuracy of payroll journal entries by developing and implementing payroll reconciliation tool.
- Enforced established payroll-related policies, procedures and regulations and adherence to company and governmental policies.
- Reviewed, investigated and corrected errors and inconsistencies in financial entries, documents and reports.
- Provided assistance to plan participants by explaining benefits information to ensure educated selections.
- Worked quickly and efficiently, with minimal oversight, to accomplish assigned duties.
- Managed payroll and time and attendance systems.
- Offered subject matter expertise on employment regulations, compensation policies and personnel management procedures to optimize internal structures.
Program Support Clerk
Ministry of Children, Community and Social services
North Bay, ON
04.2018 - 09.2018
- Conduct outreach to existing Ontario Works and ODSP clients and complete applications for the Ontario Electricity Support Program (OESP) on their behalf.
- Respond to incoming telephone inquiries on the Ontario Electricity Support Program.
- Provide general information on program requirements to qualified callers.
- Maintain effective filling systems and fully utilize database information to process forms and documents.
- Demonstrate sound judgment and respect towards a very diverse client base.
- Apply and interpret knowledge of the regulations, policies and guidelines governing the Ontario Disability Support Program (ODSP).
- Collect and evaluate information to determine eligibility for the Ontario Electricity Support Program (OESP).
- Work in a fully automated environment using software such as Word, Excel and email to produce reports, forms and letters.
- Organize and coordinate workflow, access priorities, and meet deadlines G&K Services/Cintas Canada.
Market Development Representative
G&K Services
North Bay, ON
06.2015 - 10.2017
- Directly responsible for performance and strategic planning for the uniform/facility services industry.
- Set weekly and quarterly sales targets and objectives with sales team, which were reviewed quarterly.
- Organized daily and weekly sales meetings to discuss additional product penetration.
- Worked closely with sales manager and sales team to develop strategies to increase sales opportunities.
- Completed daily performance reports using Salesforce.
- Handle all incoming inquiries and provide immediate solutions Achievements.
- Very successful in achieving weekly and quarterly targets with a 75 % close ratio.
- Won several sales awards including top Canadian sales for GO-JO industrial products.
- Quarterly KPI'S (Key performance indicators) were above 80% throughout the year.
- Top Sales representative in Canada for Eco drip restroom products in Q2 of 2014.
- From the year 2007 to October 2017 achieved 30% personal increase in company profitability.
Route Sales Representative
G&K Services
North Bay, ON
08.2007 - 06.2015
- Presented various products within existing customer base along a fixed route.
- Developed strong relationships to ensure increased product penetration.
- Responsible to monitor and track inventories within customer base.
- Identified prospective customers throughout assigned territory.
- Worked very closely with all facets of industry from mining to retail Achievements.
- Accomplished longest running route sales metrics of $10 weekly for a 3 month period.
- Would consistently meet direct sale metrics of $250 during seasonal promotions.
- Would be frequently called upon to help train other reps.
Operation Supervisor
Teletech
North Bay, ON
06.2002 - 08.2006
- Responsible to provide training and ongoing support to a team of 20 agents.
- Implemented various strategies to ensure weekly performance metrics were achieved.
- Provided one on one coaching to provide constructive feedback to ensure agents would be successful in their role.
- Held weekly team meetings to give everyone an opportunity to provide some input to help the team reach the required targets.
Education
High School Diploma -
Widdifield Secondary School
North Bay, ON06.1986
Technical Diploma - Fitter/Welder
Sheridan College Institute of Technology And Advanced Learning
Oakville, ON01.1989
Internal Development Program-Management Training -
2016
Cintas-G&K Services North Bay, ON -
2006
Teletech Achievement Program-Facilitator for Effective Leadership -
2005
DuguayTeletech North Bay, ON -
2004
Skills
- Exceptional Customer Relationship Management experience
- Very strong Communication and interpersonal skills
- Work extremely well independently and in a team-based environment
- Strong documentation and administrative skills
- Ability to work under strict timeline's and in a fast paced environment
- Conscious panning and thoughtful Decision making
- Research and problem-solving skills
- Exceptionally Organized
- Workflow Optimization
- Point of sale systems proficiency
Additional Information
- Achievements , Revolutionary rings leaders March 2002 for outstanding leadership voted by your peers 2002 performance leader for exceptional agent 2002 Ambassador Award for outstanding agent
Timeline
Administrative Support Clerk
Ministry of Children, Community and Social Services
03.2024 - Current
Reimbursement Specialist
Innomar Strategies
03.2020 - Current
Pay and Benefits Specialist
Ministry Of Government & Consumer Services
09.2018 - 03.2019
Program Support Clerk
Ministry of Children, Community and Social services
04.2018 - 09.2018
Market Development Representative
G&K Services
06.2015 - 10.2017
Route Sales Representative
G&K Services
08.2007 - 06.2015
Operation Supervisor
Teletech
06.2002 - 08.2006
High School Diploma -
Widdifield Secondary School
Technical Diploma - Fitter/Welder
Sheridan College Institute of Technology And Advanced Learning
Internal Development Program-Management Training -
Cintas-G&K Services North Bay, ON -
Teletech Achievement Program-Facilitator for Effective Leadership -
DuguayTeletech North Bay, ON -
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