ISABELLI FERNANDES
Toronto,Canada
Summary
Client-focused and detail-oriented professional with over 3 years of experience in account management, client coordination, and administrative support across international and multicultural settings. Proven ability to manage policy documentation, review and organize sensitive information, and support internal workflows in compliance with industry standards. Experienced in Property & Casualty–related operations, including policy issuance support, credit control communication, and claims documentation. Adept at interpreting source materials, gathering critical data, and supporting accurate delivery of documentation. Recognized for exceeding KPIs, excelling in fast-paced environments, and contributing to process improvements. Ready to thrive as an Underwriting Technician, bringing strong communication, time management, and analytical skills to support Allianz’s mission.
Overview
7
7
years of professional experience
Work History
Genetic Counselling Assistant - Oncology Department
Sunnybrook Health Sciences Centre
Toronto, Canada
03.2024 - Current
- Act as a key point of contact between patients and genetic counselors, ensuring accurate and timely communication across a cross-cultural patient population.
- Collect and clarify sensitive documentation required for assessing patient risk and eligibility for genetic testing under Ministry of Health policies.
- Conduct patient intake independently, reviewing family cancer histories, and organizing medical test records with attention to accuracy and compliance.
- Use Progeny Software to enter and manage patient genetic data, maintaining confidentiality and data integrity.
- Prepare routine documentation and reports for physicians to expedite assessments and support interdepartmental workflows.
Customer Success Representative
Booking.com
Toronto, Canada
05.2021 - 09.2023
- Managed a portfolio of international hotel accounts (including Canada, Brazil, Portugal, Australia, and New Zealand), demonstrating account management experience through daily operations, issue resolution, and contract optimization.
- Supported partner liability insurance processes by collecting required documentation and facilitating communication between clients and insurance providers regarding claims, damage assessments, and coverage policies.
- Served as a point of contact between partners and credit control, ensuring that payment issues were addressed in alignment with internal policies.
- Provided guidance on property-specific policies, including cancellation terms and booking policies, ensuring compliance and consistency across platforms.
- Achieved 98.5% customer satisfaction and consistently surpassed KPIs, resulting in recognition and selection to train new team members. Reduced onboarding time by 40% by designing streamlined training protocols.
Administrative Assistant
Casacon Engenharia Ltda
São Paulo, Brazil
06.2018 - 01.2020
- Delivered comprehensive administrative support by managing documentation, scheduling stakeholder meetings, and maintaining internal databases for efficient information tracking.
- Collaborated closely with internal teams (including engineers and project leads) to ensure complete and timely submission of documentation aligned with compliance standards.
- Acted as a liaison between clients and internal departments to facilitate clear communication, resolve documentation gaps, and meet project and reporting deadlines.
- Maintained accurate records and streamlined administrative workflows, contributing to improved service delivery and timely project milestones.
Education
Bachelor of Science - Neuroscience & Molecular Biology, Immunology and Disease
University of Toronto
Toronto, ON06-2025
Skills
- Microsoft Office Suite (Word, Excel, Outlook)
- Oracle Business Intelligence
- Tableau
- Kronos
- Empower
- Progeny Software
- Client & Account Management
- Document & Data Review
- Insurance Process Support
- Regulatory Compliance
- Policy & Claims Administration
- Cross-Functional Coordination
- KPI & Performance Optimization
- Healthcare & Genetic Risk Documentation
- Documentation accuracy
- Team collaboration
- Time management
Languages
- English : Fluent
- Portuguese : Native
- Spanish : Intermediate
Timeline
Genetic Counselling Assistant - Oncology Department
Sunnybrook Health Sciences Centre
03.2024 - Current
Customer Success Representative
Booking.com
05.2021 - 09.2023
Administrative Assistant
Casacon Engenharia Ltda
06.2018 - 01.2020
Bachelor of Science - Neuroscience & Molecular Biology, Immunology and Disease
University of Toronto
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