Shafeena Hanif
Toronto,Canada
Summary
Customer Care Associate with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
14
14
years of professional experience
Work History
Customer Care Associate
Life Labs
Mississauga, Canada
07.2018 - Current
- Communicate critical test results to hospitals and physicians promptly.
- Successfully handle approximately 100 calls every day.
- Manage filing processes for confidential documents from public health sources and medical facilities.
- Deliver daily reports to medical directors swiftly and accurately.
- Certify and trained new employees following established policies and procedures.
- Transmit ECG, Holter, and ABP reports to practitioners upon request.
Floor Supervisor
Shoppers Drug Mart
Toronto, Canada
05.2011 - 09.2020
- Ensured customer satisfaction through strong communication and interpersonal skills.
- Supervised cash office to ensure cashier balances were accurate after daily closing.
- Demonstrated comprehensive understanding of product and service offerings to support customer needs.
- Demonstrated strong decision-making skills by offering alternative solutions to concerned customers.
Medical Office Administrator
Urgent Care Clinic
Mississauga, Canada
05.2016 - 06.2018
- Facilitated submission of claims for WSIB, FAF, and IFH programs.
- Completed ECG assessments and urine testing for patient and provide results.
- Collaborated with medical staff to prepare vaccines promptly.
- Completed various clerical tasks including appointment scheduling, data inputting and copying documents.
- Organized and dispatched lap reports, consult letters, and other essential paperwork to healthcare providers.
- Coordinated the distribution of third-party requests for clinical records essential for insurance claim assessment.
- Completed daily chart transfer requests post-payment receipt.
Education
Pharmacy Technician Certificate -
Humber College
Toronto, ON04.2011
Chemical Laboratory Technician Certificate -
Seneca College
Toronto, ON04.2009
Skills
- Dispute resolution
- Coaching and mentoring
- Active listening
- Time management
- Customer education
- Call center experience
- Quality assurance
- First call resolution
- Documentation and reporting
- Attention to detail and accuracy
Certifications And Achievements
- Membership with OSMT May 2018 - Medical Laboratory Assistant/Technician Certificate
- Phlebotomy Certificate of Completion, 07/18
Volunteer Experience
Volunteer Assistant|William Osler Health System Hospital 02/2015-07/2017
- Coordinated day surgery and cardiology patient appointment reminders through calls.
- Organized appointment scheduling in collaboration with the secretary.
- Assisted patient families in finding designated areas.
- Assisted patients and families by addressing their questions.
- Performed administrative tasks such as filing documents, sorting medical records and answering calls
Work Study Student|Humber College 09/2010-09/2011
- Managed and organized lab inventory
- Prepared necessary tools for upcoming compounding sessions.
- Prepared labs with necessary instruments to meet operational standards.
Timeline
Customer Care Associate
Life Labs
07.2018 - Current
Medical Office Administrator
Urgent Care Clinic
05.2016 - 06.2018
Floor Supervisor
Shoppers Drug Mart
05.2011 - 09.2020
Pharmacy Technician Certificate -
Humber College
Chemical Laboratory Technician Certificate -
Seneca College
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