Donna Copland
Summary
Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Receptionist
H&R Block Tax Services
02.2024 - Current
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
Post Office Manager
Shoppers Drug Mart
05.2022 - 01.2023
- Increased employee satisfaction by providing ongoing training and support in a positive work environment.
- Fostered a culture of continuous improvement by regularly seeking employee feedback and implementing suggestions for process enhancements.
- Keeping customers information confidential.
- Streamlined postal operations by implementing efficient sorting and delivery processes.
- Assisted customers in determining proper postal service to align with individual needs.
- Balancing accounts at the end of day.
- Ensured timely deliveries by closely monitoring daily routes and making necessary adjustments when needed.
Cashier/Merchandiser
Shoppers Drug Mart
11.2021 - 05.2022
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
Admitting/Switchboard Receptionist
Thompson General Hospital
02.2021 - 03.2021
- Developed strong rapport with frequent callers, fostering positive relationships that reflected well on the company''s reputation.
- Demonstrated adaptability by quickly learning new software programs for effective call management.
- Upheld a positive workplace environment while maintaining professionalism in all interactions with both internal staff and external callers or visitors.
- Provided exceptional customer service, addressing inquiries and providing company information as needed.
- Maintained a professional demeanor, handling sensitive information and confidential conversations discreetly.
- Managed multi-line phone systems, ensuring seamless communication between departments and clients.
Medical Receptionist
Northern Consultation Clinic
10.2020 - 02.2021
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Maintained strict confidentiality of patient information, adhering to regulations and medical office policies.
- Managed multi-line phone system and pleasantly greeted patients.
Clinic Receptionist
Thompson Burntwood Clinic
04.2020 - 05.2020
- Greeted patients, scheduled appointments and maintained records and accounts.
- Called patients to remind of upcoming appointments and help schedule testing for off-site services.
- Improved communication between patients and medical staff with accurate message relay.
- Efficiently managed multiple lines of communication, including phone calls, emails, and faxes.
- Increased efficiency in handling phone calls, directing them to appropriate personnel as needed.
- Enhanced patient satisfaction by efficiently managing check-in and check-out processes.
- Used Accurro to schedule new and follow-up appointments for patients.
Night Auditor/Hotel Front Desk Clerk
Thompson's Best Value Inn & Suites
12.2006 - 04.2019
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
- Controlled cash and credit card payment transactions at front desk to successfully reduce errors.
- Kept accounts in balance and ran daily reports to verify totals.
- Handled emergency situations calmly and professionally, keeping guest safety as the top priority at all times.
- Demonstrated proficiency in various software systems used for reservation management, billing adjustments, and report generation.
- Promoted a positive work atmosphere by maintaining high levels of professionalism, enthusiasm, and commitment to guest satisfaction during overnight shifts.
- Prepared detailed end-of-shift reports, highlighting noteworthy incidents or areas requiring improvement for management review.
Education
Certificate - Office Assistant
University College of The North
Thompson09.2020
Diploma - Office Administration
CDI Coll
Hamilton, ON06.2004
Skills
- Organization skills
- Time Management
- Telephone skills
- Verbal and written communication
- Punctual and Reliable
- Office Administration
- File Management
- Basic accounting
- Information Protection
- Office equipment operations
- Customer Service
- Courteous and Professional
- Multi-Line Telephone Systems
- Scheduling appointments
Languages
English
Native or Bilingual
Timeline
Receptionist
H&R Block Tax Services
02.2024 - Current
Post Office Manager
Shoppers Drug Mart
05.2022 - 01.2023
Cashier/Merchandiser
Shoppers Drug Mart
11.2021 - 05.2022
Admitting/Switchboard Receptionist
Thompson General Hospital
02.2021 - 03.2021
Medical Receptionist
Northern Consultation Clinic
10.2020 - 02.2021
Clinic Receptionist
Thompson Burntwood Clinic
04.2020 - 05.2020
Night Auditor/Hotel Front Desk Clerk
Thompson's Best Value Inn & Suites
12.2006 - 04.2019
Certificate - Office Assistant
University College of The North
Diploma - Office Administration
CDI Coll
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