Summary
Overview
Work History
Education
Skills
Additional Information
Languages
Certification
Timeline
Generic

Grace Unuane

Richmond Hill,ON

Summary

Compassionate and detail-oriented Professional with experience in both healthcare and customer service environments. Leveraging one year of experience as a Personal Support Worker and 3+ years as a Customer Relations Manager, I excel in managing complex client cases, coordinating care plans, and advocating for client well-being. Skilled in effective communication, problem-solving, and working collaboratively with interdisciplinary teams to ensure comprehensive and personalized care.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Personal Support Worker

ParaMed Home Health Care
11.2023 - Current
  • Assist with feeding and monitored intake to help patients achieve nutritional objectives.
  • Maintain accurate records of patient care, progress, and concerns, contributing to effective communication among healthcare team members.
  • Support clients with mental support and physical activities to accomplish quality of life and sustain needs.
  • Collaborate with healthcare professionals to develop customized care plans for individual patients.
  • Educate family members on best practices for supporting their loved one''s needs at home.
  • Assist clients with daily living activities, including mobility, transfers (mechanical lift), medication administration, and personal hygiene.
  • Build strong relationships with clients to deliver emotional support and companionship and families to foster trust and ensure care goals are aligned with their needs and preferences.
  • Collaborate with healthcare professionals to monitor and document health status, adjusting care plans based on client needs.
  • Implemented physical therapy to support patient improvement in muscle tone, range of motion and injury recovery.

Customer Relations Manager

Wyre Energy
09.2020 - 10.2023
  • Managed complex customer issues, including complaints and escalations, by providing personalized solutions that enhanced client satisfaction.
  • Led a team of customer service representatives, offering coaching, training, and performance evaluations to improve service delivery.
  • Analyzed customer feedback and data to identify trends and implement changes in customer care strategies, resulting in a 20% improvement in client retention.
  • Worked closely with cross-functional teams to streamline processes and improve service quality, reducing case resolution times by 15%.
  • Developed and maintained strong relationships with key clients, acting as their main point of contact for addressing concerns and ensuring ongoing satisfaction.
  • Collaborated with the finance department on invoicing accuracy for applicable products, services, software, and logistics.
  • Maintained statistical database of customers using CRM Software for types of customer complaints, resolutions offered by the organization, and satisfaction rating by customers.
  • Partnered with business leaders to deliver services that support company objectives and areconsistent with corporate values.
  • Assisted customers with opening accounts and signing up for new services.
  • Leveraged data and analytics to make informed decisions and drive business improvements.

Customer Service Representative

Globacom Limited
08.2019 - 09.2020
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Graduate Certificate - Project Management

Canadore College
09-2024

Bachelor of Science - Biochemistry

Ambrose Alli University
09-2017

Skills

  • Highly organized
  • Social support
  • Relationship Building
  • Care Plan Management
  • Excellent ability to work with Youths
  • Microsoft Office proficiency
  • Strong interpersonal skills
  • Articulate and well-spoken

Additional Information

  • Ontario's driving license.

Languages

English
Full Professional

Certification

  • PCW - Personal Care Worker
  • First Aid. & CPR, Canadian Red Cross - 2024

Timeline

Personal Support Worker

ParaMed Home Health Care
11.2023 - Current

Customer Relations Manager

Wyre Energy
09.2020 - 10.2023

Customer Service Representative

Globacom Limited
08.2019 - 09.2020

Graduate Certificate - Project Management

Canadore College

Bachelor of Science - Biochemistry

Ambrose Alli University

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Grace Unuane