De'Shante' Grant
Clayton Park,Nova Scotia
Summary
Dedicated professional polished in prioritizing and meeting customers needs. Proven ability to efficiently multi-task in a fast-paced working environment. Successfully works as part of a team to reach personal and business goals. Strong communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
9
9
years of professional experience
Work History
Integrated Service Associate
Workers Compensation Board Of Nova Scotia
Halifax
2023.05 - Current
- Facilitated communication between various parties involved in a claim, including workers, employers, healthcare providers, representatives and case managers through WCB's internal messaging system, fax and phone.
- Provided workers with information about their rights and responsibilities and updated them through the claims process as necessary.
- Collaborated with medical professionals, employers, and other stakeholders to facilitate a smooth return to work for clients through ensuring claims were opened correctly, providing relevant information to medical professionals on status of claims or connecting them with case manager when necessary. This often involved taking detailed notes of the concerns of workers or medical providers may have and noting them on the claim - ensuring the case manager is made aware.
- Feilding through WCB's online system to ensure messages from workers, medical professionals and other stakeholders are delivered to case manager.
- Processed hundreds of confidential documents a day through sorting and assigning relevant medical documents or correspondence to the correct claim through working with company software.
- Assisted Physiotherapy clinics with establishing a claim through communicating with them through company portal, receiving patient files and establishing claim so that workers can begin the road to recovery.
- Ensuring workers are provided with the treatment they need to return to work through facilitating requests for taxi or advance travel funding and accommodations so that workers could go to their appointments to various medical professionals such as Physiotherapists, Occupational therapist, specialist ect. This is done through taking the requests through phone or online portal and assigning it to the Case Managers for approval.
- Exercising strong empathy and customer service with workers who are anxious to return to work and often emotional about the process of rehabilitation and recovery, through calmly explaining claims process at WCB and next steps as well as ways we may be able to help them rehab and return to work.
Customer Service Associate
IOCS Cosmetics and Beauty Bahamas
Nassau , Bahamas
2021.05 - 2022.10
- A Customer Service Role where I assisted customers with making payments or establishing payment plans for customer various cosmetic products as needed.
- Maintained customer privacy and protected company operations by keeping credit care, debit card information private and confidential.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
Underwriting Clerk
BAF Bahamas
Nassau , Bahamas
2021.05 - 2021.10
- Liaised with field, gathering information to base and defend underwriting decisions.
- Worked with colleagues to review, accept or deny new and renewal business.
- Sort through medical files and placing it in underwriters file to facilitate the finalization of insurance policies.
- Assemble physical insurance contracts by meticulously ensuring that each policy is assembled according to rules and regulations of insurance law within the Bahamas, having disclosures, address, client phone number, policy description all places in order in contract for agent to present to client.
- Work with detailed office records, using computers to enter, access, search or retrieve data.
Financial Customer Service Representative
CIBC
Halifax , NS
2018.06 - 2019.11
- A Strong Customer Service Role where I demonstrated first client resolution by solving customers complaints and meeting clients needs within first interaction.
- Managed, met and exceeded customers expectation around, fast service measured through industry metrics. More specifically, required and often resolved client request within the 3 minutes CIBC industry standard.
- Promoted available products and services to customers during service, account management and order calls.
- Strengthened customer retention by offering discount options when necessary.
- Prevented key account losses by researching discrepancies and correcting problems.
- Competent in engaging in confidential interaction with the public. For example, completing transactions using credit card, debit card, line of credit information from clients on their behalf.
Residence Service Officer
Saint Mary's University
Halifax , NS
2015.06 - 2018.06
- A Strong Customer Service role required to engage with public to provide a high standard of seamless service when checking into the university.
- Served high volume of students efficiently through school year and international visitors and tourists to Nova Scotia during the summer months as Saint Marys University doubled as a hotel.
- Required a high degree of accuracy and confidentiality while receiving payments for check-ins.
- Processed payments and transaction with credit cards, debit cards, cheques and cash.
- Balance cash at end of shift, prepare bank deposit. Manage attendance, completion and compliance for all training programs
- Create and manage all required training reports.
- Working knowledge of microsoft office software, computer literate and advanced multitasking skills.
- Promoted to Team Lead which required me to supervise when head staff was not available.
- Created templates using Excel to help company run smoothly.
- Required to be aware of school safety policy and to obtain first aid certification which would be used to help visitors on campus in case of a medical emergency.
- Promoted to full time administrative support after graduation.
Education
Bachelor of Arts - Psychology
Saint Marys University
Halifax, NS05.2017
Skills
- Understanding Customer Needs
- Verbal and Written Communication
- Needs Assessment
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Customer Service
- Courteous with Strong Service Mindset
- Customer Support
- inbound and outbound calling
Timeline
Integrated Service Associate
Workers Compensation Board Of Nova Scotia
2023.05 - Current
Customer Service Associate
IOCS Cosmetics and Beauty Bahamas
2021.05 - 2022.10
Underwriting Clerk
BAF Bahamas
2021.05 - 2021.10
Financial Customer Service Representative
CIBC
2018.06 - 2019.11
Residence Service Officer
Saint Mary's University
2015.06 - 2018.06
Bachelor of Arts - Psychology
Saint Marys University
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