Eli M. Doan
Toronto,Ontario
Summary
Customer-focused support specialist with a strong background in hospitality administrative operations and technical customer service. Skilled at handling complex inquiries with empathy and efficiency, ensuring positive customer service experiences in fast paced environments. Experienced in resolving escalated cases, troubleshooting technical issues, and coordinating with internal teams to drive seamless solutions. Adept at multitasking, problem solving and maintaining a high standard of service with a proven ability to adapt to dynamics and evolving work settings.
Overview
7
7
years of professional experience
Work History
Customer Support Analyst
OneHSN Childcare Registry
01.2021 - Current
- Deliver excellent customer support to parents in Ontario registering their children for childcare services
- Investigative customer support tickets using ZOHOdesk along with several proprietary investigative platforms to ensure quality and accurate results
- Provide solutions to childcare providers using the admin sites to manage child care waitlists and collect relevant data for providing placements
- Liaise between parents and child care providers as well as various municipal offices regarding payment subsidy
- Regular updates to public website CMS to ensure that images are up to date and optimized for the website
- Averaging 29-40 daily tickets through both email and phone support
- Provide patient and empathetic phone support for clients who prefer phone-in assistance
Server
Bodega Henriette
01.2018 - Current
- Generate repeat business by creating a welcoming environment for our guests by engaging folks in a genuine manner in order to build relationships and foster more business through word of mouth
- Actively participated in the constant changes brought on by the pandemic, working in tandem with management to create adaptive solutions and to maximize business during unprecedented times
- Maintain multiple areas of the restaurant including the bottle shop, dairy fridge and other grocery section as well as keeping an organized seating and bar area for guests
Patient Administrative Associate
Sunnybrook Hospital
01.2019 - 01.2021
- Provide administrative support to healthcare and allied health professionals by utilizing computer applications specific to patient care and hospital management
- Field calls regarding patients from family and friends while upholding confidentiality and referring folks to the appropriate resources in a tactful way
- Maintain patient records for current patients, as well as creating charts for newly admitted patients and organizing them effectively
- Simultaneously performing self driven tasks while also taking on new tasks as requested
- Learning new skills on the job is a part of self motivation and has made me an asset to the team
Education
Diploma - Social Service Work
George Brown College
Toronto, Ontario01.2018
Bachelor of Arts - Sociology
Algoma University
Sault Ste. Marie, Ontario01.2014
Skills
- Proficient in Microsoft Office (Word, Excel, Powerpoint)
- Intranet applications (BMS, Quadramed, Sunnycare, ESP)
- Zoho CRM
- RingCentral
- Touch Bistro
- Silverware
Languages
English
Professional Working
Hobbies and Interests
- Cycling
- Camping
- Canoeing
- Skiing
Leadership Experience
Camp McDougall, Sault Ste. Marie, Ontario, Camp Director, 01/01/14, 12/31/14, Recruited skilled staff and volunteers for summer employment., Implemented all necessary training programs along with all senior members of staff., Led daily meetings and kept a daily journal to help smooth out any possible problems., Performed staff evaluations for each staff member on a weekly basis., Organized staff and volunteers to assist in fundraising initiatives.
Timeline
Customer Support Analyst
OneHSN Childcare Registry
01.2021 - Current
Patient Administrative Associate
Sunnybrook Hospital
01.2019 - 01.2021
Server
Bodega Henriette
01.2018 - Current
Diploma - Social Service Work
George Brown College
Bachelor of Arts - Sociology
Algoma University
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