Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Emily Butterley

Bewdley,ON

Summary

Dedicated and versatile professional with a combined 11 years of experience in customer service and personal support roles. Possessing a strong foundation in customer-centric practices in various customer service environments, coupled with on-going hands-on experience as a personal support worker. Currently working towards an Honours Bachelor's Degree in Behavioural Science.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Receptionist

Home Instead
03.2020 - 06.2023
  • Greet and welcome visitors in professional and courteous manner, ensuring positive first impression of the company.
  • Resolved customer problems and complaints.
  • Managed 150 Personal Support Workers and led lift and transfer training to new employees.
  • Monitored and screened visitors to verify accessibility to inter-office personnel.
  • Answer and direct incoming calls promptly and efficiently, handling inquiries and providing accurate information or transferring calls to appropriate individuals.
  • Managed reception area, including maintaining cleanliness and organization, and ensuring all necessary supplies are stocked.
  • Schedule appointments and meetings, coordinate conference room bookings through head office.
  • Handle incoming and outgoing mail and packages, distributing them to appropriate recipients and maintaining accurate records.
  • Assist with administrative tasks such as data entry, filing, photocopying, and scanning documents to support office operations.
  • Monitor and maintain office equipment, including printers, copiers, and fax machines, coordinating repairs or maintenance as necessary.
  • Maintain confidentiality of sensitive information and adhere to company policies and procedures.
  • Provide administrative support to various departments as requested, including typing correspondence, drafting emails, and preparing reports.
  • Demonstrate excellent interpersonal and communication skills, both written and verbal, in interactions with clients, colleagues, and external stakeholders.

Personal Support Worker

Palisade Gardens Retirement Community
07.2017 - 11.2023
  • Lead role in an Alzheimer's and Dementia wing, giving medication and assisting with activities of daily living.
  • Documented on medication administration record (MAR), re-ordered prescriptions through the pharmacy and updated client Physicians.
  • Collaborated with interdisciplinary team members to develop care plans for individual patients.
  • Advocated for client rights and autonomy.
  • Implemented strategies for managing challenging behaviors in dementia patients, creating safe environment for all involved.
  • Monitored patient health status regularly, reporting any changes to appropriate medical staff.
  • Developed trust-based relationships with clients through active listening and empathetic communication skills.
  • Promoted continuity of care by communicating effectively with other Personal Support Workers during shift changes.

Contract Coordinator

Canada Care Medical
09.2015 - 03.2020
  • Coordinated medical supplies with Home and Community Care Support Services for thousands of home care clients across Ontario.
  • Resolved issues with medical supplies on back order and found appropriate substitutions from over a 100 different vendors while cataloging substitutions for future use.
  • Completed weekly, bi-weekly, and monthly reports for Home and Community Care Support Services in various degrees.
  • Reduced processing times by automating routine tasks and improving overall workflow efficiency within the contracts department.
  • Completed company audits and performance evaluations.
  • Improved office operations by automating client correspondence, record tracking and data communications.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Ensured compliance with regulatory requirements by maintaining accurate records and staying current on industry changes.

Education

Diploma - Behavioural Science Technician

Durham College
Oshawa, ON
04.2025

Certificate -

Asimco College
Cobourg, ON

Skills

  • Needs Assessment
  • Office Administration
  • Scheduling
  • Customer/Client relations
  • Supply Ordering
  • Inventory Management
  • Attention to Detail
  • Appointment Scheduling
  • Computer skills
  • Adaptibility
  • Dementia Care
  • Medical office administration
  • Complex Problem-Solving

Languages

English
Native or Bilingual
French
Limited Working
German
Limited Working

Certification

  • Standard First Aid - CPR C - AED, St. John's Ambulance - October 21st, 2023 to October 21st, 2026.
  • Unregulated Care Provider - Medication Administration, CareRx - June 2023 to June 2024.
  • WHMIS Certificate - Renewed February 2024.
  • Workplace Violence Certificate - Renewed February 2024.

Timeline

Receptionist

Home Instead
03.2020 - 06.2023

Personal Support Worker

Palisade Gardens Retirement Community
07.2017 - 11.2023

Contract Coordinator

Canada Care Medical
09.2015 - 03.2020

Diploma - Behavioural Science Technician

Durham College

Certificate -

Asimco College

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Emily Butterley