EMMAH CANNING
Surrey,BC
Summary
Motivated and driven individual with experience in customer service, sales and one on one support service within the human service field. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Overview
8
8
years of professional experience
Work History
Customer Service Representative (CSR)
Pacific Blue Cross
11.2022 - 12.2023
- Handle up to 75-100 incoming calls and emails per day in this hybrid position from health-care providers, members (insured subscribers, whether purchased an insurance plan through us or plan through their employer/retiree pension etc.), administrator and government agencies regarding; Dental and/or Extended Health Care plans and claims.
- Assisted in the mailroom/office services when they needed help which gave me the opportunity to be trained in how we process and scan claims, pre-authorizations which helped me to better assist with our providers and members calling in.
- Help mental health providers with their clients inquiries.
- Listen to customers and analyze their needs in a courteous and professional manner and offer solutions that are adapted to caller needs based on their situation.
- Demonstrated ability to respond to telephone and e-mail inquiries while performing various administrative functions in a high-volume and high-paced environment.
- Working in a structured, fast paced environment with measurable targets and tasks to maintain in order to successfully complete.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Show strong listening and communication skills, both written and verbal.
- Navigate and use a variety of various software applications.
Family Navigator
Metis Family Services
01.2024 - Current
- Works with families referred by ICYSN Social Workers from a strengths-based, goal-oriented and culturally appropriate approach.
- Works in collaboration with ICYSN Social Workers and care teams to support children and their families to establish eligibility for supports and services, and then facilitate the uptake of said supports/services.
- Paying attention to the person's spiritual, physical, emotional, and mental well-being; working in ways that foster and honor relationships in a supportive and interactive manner.
- Develops and supports family-based intervention plans; participates in the development of client service plans with the care team and other professionals.
- Provides crisis-intervention and ongoing assessment as required.
- Provides parenting skill-building to clients on issues such as parent-child interaction, child development, discipline and guidance, and behavior management.
- Provides support with life transitions for child/youth/family including assisting with changes to existing supports.
- Maintains up to date related records and statistics.
- Produces reports such as intake, progress, and discharge in accordance with established policies and guidelines.
- Consistently remained professional and poised when dealing with all personnel, even during moments of extreme stress.
Clinical Support Worker (CSW)
Lookout Housing & Health Society
06.2022 - 10.2022
- Responsible for client intake and providing support services and assessment.
- Trained in emergency crisis situations (e.g overdoses, relapses, missing person report).
- Support male individuals from ages 18-50+ with mental illnesses & substance use addictions.
- Identify challenges for clients and develop service plans, crisis intervention, administer finances and medication for clients. Also providing support and guidance through life-skills
- Ensure basic needs are met by working closely supporting the client on a long-term, ongoing basis when in the program working on their recovery.
- Complete required paperwork and maintain statistical and evaluate data on their confidential information and recovery process.
Student Assistant in Counseling Psychology
KPU Surrey
12.2021 - 04.2022
- Assist in department-related events (e.g develop and organize presentations, information sessions, group meetings, etc.).
- Assist in department promotion (e.g develop and update posters, brochures, website; develop and conduct surveys).
- Perform other related tasks (e.g research, document preparation, photocopying, emails, invitations, etc.).
- Assist in collecting information for student programs.
- Assist in reading publicity and public relations material for mailing.
- Work with the department to stay up to date on events to ensure time and accurate social media posting through the department's digital newsletter.
Deli Clerk (Customer Service)
Fresh St. Market
06.2016 - 07.2022
- Responsible for preparing fresh and exclusive items such as salads, meals, deli sandwiches and paninis and able to access my creativity on assembling one of the many party tray platter orders that we get.
- I have some experience in helping on the grill alongside my fellow coworkers when they were in need of help and learned alongside them.
- This job requires multitasking, enthusiasm in serving customers and being able to prepare meals and party trays at a quick pace to succeed in having happy customers through retail service, even under high pressure situations.
- Precisely measured, weighed, sliced, and packaged deli products according to customer requests while minimizing waste.
- Required to help train new employees who are new to the job once I've become experienced and proficient at the position.
- Making sure our customers receive excellent customer service in hopes we see them again soon.
Education
Bachelor of Arts - Psychology
Kwantlen Polytechnic University
Surrey, BC04.2022
High School Diploma -
Surrey Christian School
Surrey, BC06.2016
NEW WESTMINSTER, BC
08.2022
NEW WESTMINSTER, BC
07.2022
NEW WESTMINSTER, BC
07.2022
NASPA CERTIFIED PEER EDUCATOR PROGRAM - KPU SURREY THROUGH PEER WELLNESS PROGRAM -
08.2021
BURNABY, BC
06.2015
TRINITY WESTERN UNIVERSITY
LANGLEY, BC04.2017
Skills
- Adaptability and Flexibility
- Time management abilities
- Organizational Skills
- Decision-making capabilities
- Excellent verbal and written English communication skills; basic French and Spanish
- Reliability
- Written and Effective Communication
- Hardworking, driven, disciplined, committed and goal-setter
- Problem-solving aptitude
- Sensitive, empathetic, experienced and comfortable in cross-cultural settings and with all age groups
- Can work well independently and work well alongside with a group of people and/or teammates
- Proficient in Microsoft PowerPoint, Excel, Sharepoint, Outlook & Word to name a few but quick to learn new software's easily Creative within web design, social media & creating eye-catching and valuable content
Volunteer Experience
Kwantlen Polytechnic University (KPU) Peer Wellness Volunteer Program, from 08/01/21- 04/30/22
Welcoming KPU students to join our resource sessions and social events to offer social support and opportunities for social connection to KPU students from current KPU students themselves., We provide students with a chance to come visit us or reach out to us and we help them to navigate to relevant health and wellness resources on campus as well as tools and resources that they are in need of finding and we help them by giving answers to their questions., We are dedicated advocates for student health and wellbeing on campus and making sure that students have the proper resources they need to succeed within their university academic career., Certified Peer Educator: I successfully completed the training requirements for the Certified Peer Educator Program., Creating Microsoft PowerPoints for our Social Events, creating and providing social media content through our Facebook & Instagram pages and right now hosting Instagram Lives for our Resource Events (due to the pandemic and restrictions currently going on).
Languages
English
Native or Bilingual
Timeline
Family Navigator
Metis Family Services
01.2024 - Current
Customer Service Representative (CSR)
Pacific Blue Cross
11.2022 - 12.2023
Clinical Support Worker (CSW)
Lookout Housing & Health Society
06.2022 - 10.2022
Student Assistant in Counseling Psychology
KPU Surrey
12.2021 - 04.2022
Deli Clerk (Customer Service)
Fresh St. Market
06.2016 - 07.2022
Bachelor of Arts - Psychology
Kwantlen Polytechnic University
High School Diploma -
Surrey Christian School
NASPA CERTIFIED PEER EDUCATOR PROGRAM - KPU SURREY THROUGH PEER WELLNESS PROGRAM -
TRINITY WESTERN UNIVERSITY
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