Jessica MacLeod
Newmarket,Ontario
Summary
Detail-oriented and motivated Medical Lab Assistant with a strong foundation in laboratory procedures, specimen handling, and equipment operation. Possessing comprehensive knowledge of medical terminology, safety protocols, and quality control measures. Proficient in conducting a wide range of laboratory tests under supervision, ensuring accuracy and reliability of results. Dedicated to maintaining a clean and organized work environment while adhering to strict regulatory standards. Excellent communication skills and a collaborative team player, committed to contributing to efficient laboratory operations and delivering high-quality patient care. Seeking an opportunity to utilize skills and expertise in a dynamic healthcare setting as a valued member of the medical team.
Overview
11
11
years of professional experience
Work History
Surveying Assistant
Valiant Engineering
01.2019 - 09.2023
- Supported the Surveyor with critical calculations, contributing to precise mapping and planning of projects.
- Enhanced team morale by maintaining a positive attitude and demonstrating a strong work ethic, even in challenging conditions.
- Demonstrated versatility in various types of surveys including topographic, boundary, construction stakeout, and as-built surveys.
- Expedited project timelines through efficient coordination with utility companies regarding marking underground utilities before excavation activities took place.
- Collaborated with team members to complete survey projects on schedule, ensuring client satisfaction.
Customer Service Representative
Accenture
08.2021 - 02.2022
- Proficiently managed inbound and outbound calls from customers regarding gas billing inquiries, account adjustments, and payment processing.
- Demonstrated in-depth knowledge of gas utility tariffs, rates, and billing procedures to provide accurate and timely assistance to customers.
- Effectively resolved customer concerns and disputes related to billing discrepancies, meter readings, and service charges, ensuring high levels of customer satisfaction.
- Utilized billing software and CRM systems to access customer accounts, update billing information, and generate invoices and statements.
- Identified opportunities to improve billing processes and procedures, leading to increased efficiency and reduced error rates within the call center.
- Provided personalized assistance to customers experiencing difficulty with online billing platforms, guiding them through account setup, password resets, and payment options.
Dispatcher/Call Taker
Bill&Son Towing
04.2019 - 08.2021
- Efficiently managed incoming service requests from customers, coordinating dispatch of tow trucks to designated locations in a timely manner.
- Utilized dispatching software and communication systems to assign drivers, track vehicle locations, and update customers on service status.
- Prioritized dispatch orders based on urgency, customer needs, and availability of towing resources to ensure efficient deployment and customer satisfaction.
- Communicated effectively with tow truck drivers, providing clear instructions and relevant information to facilitate prompt response to service calls.
- Coordinated with law enforcement agencies, insurance companies, and roadside assistance providers to handle emergency towing requests and accident scenes.
- Maintained accurate records of service calls, dispatch activities, and driver communications using electronic databases and paper logs.
Collections Agent
Bill Gosling Outsourcing
11.2017 - 03.2018
- Proficiently managed a high-volume portfolio of delinquent accounts, employing effective communication and negotiation techniques to facilitate repayment arrangements and resolve outstanding balances.
- Demonstrated expertise in compliance with federal and provincial regulations governing debt collection practices, ensuring adherence to Fair Debt Collection Practices Act (FDCPA) guidelines.
- Collaborated with internal departments such as customer service and legal teams to address customer inquiries, resolve disputes, and escalate complex issues as needed.
- Employed strong problem-solving skills to identify root causes of payment delinquency and implement proactive strategies for preventing future defaults.
- Provided exceptional customer service by addressing customer concerns professionally and empathetically, fostering positive relationships and encouraging voluntary repayment arrangements.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
Administrative Assistant (Co-op Position)
Toronto Police Services –Toronto North Courts
01.2013 - 06.2013
- Provided comprehensive administrative support to police department personnel, including officers, detectives, and administrative staff, during a cooperative education placement.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Managed incoming calls, emails, and correspondence, directing inquiries to appropriate personnel and maintaining confidentiality of sensitive information.
- Assisted with the preparation and dissemination of official departmental documents, reports, and memos, ensuring accuracy and adherence to departmental guidelines.
- Organized and maintained electronic and physical filing systems, records, and databases, facilitating efficient retrieval of information for investigative and administrative purposes.
- Scheduled appointments, meetings, and interviews for departmental personnel, coordinating logistics and ensuring all parties were informed of relevant details.
- Participated in ride-alongs and shadowing opportunities with patrol officers and detectives to gain firsthand insight into law enforcement operations and procedures.
Education
Ontario College Certificate - Medical Laboratory Assistant
Georgian College of Applied Arts And Technology
Barrie, ON05.2024
Ontario College Diploma - Police Foundations
Seneca College of Applied Arts And Technology
North York, ON05.2015
Skills
- Proficient in specimen collection, handling, and processing techniques, ensuring accuracy and integrity of laboratory samples
- Skilled in performing various laboratory tests such as hematology, urinalysis, and microbiology procedures under supervision
- Knowledgeable in operating and maintaining laboratory equipment including microscopes, centrifuges, and automated analyzers
- Familiar with medical terminology, laboratory terminology, and documentation practices essential for accurate reporting and record-keeping
- Experienced in preparing reagents, solutions, and stains necessary for laboratory procedures, following standard protocols and safety guidelines
- Trained in following standard operating procedures (SOPs) and protocols to ensure consistency and reliability of test results
- Proficient in performing quality control procedures to maintain accuracy and reliability of laboratory tests, identifying and resolving issues promptly
- Effective communication skills demonstrated through interactions with healthcare professionals, colleagues, and patients
- Skilled in adhering to infection control procedures and maintaining a clean and organized laboratory environment to ensure safety and compliance
- Demonstrated ability to work collaboratively in a team-oriented environment, contributing to efficient laboratory operations and patient care
- Proficient in American Sign Language
Volunteer Experience
Girl Guides of Canada, 2009, Present, Plan and supervise children’s activities and games, Provide instruction in various crafts and activities, Supervise day events and overnights
Accomplishments
- Red Cross First Aid C certification - 01/2020
- APCO Communication Certificate - 03/2021
- APCO Fire communication Certificate - 04/2017
Special Interests
- Animals and wildlife
- Volunteering and Community Service
Timeline
Customer Service Representative
Accenture
08.2021 - 02.2022
Dispatcher/Call Taker
Bill&Son Towing
04.2019 - 08.2021
Surveying Assistant
Valiant Engineering
01.2019 - 09.2023
Collections Agent
Bill Gosling Outsourcing
11.2017 - 03.2018
Administrative Assistant (Co-op Position)
Toronto Police Services –Toronto North Courts
01.2013 - 06.2013
Ontario College Certificate - Medical Laboratory Assistant
Georgian College of Applied Arts And Technology
Ontario College Diploma - Police Foundations
Seneca College of Applied Arts And Technology
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