Karyn Irwin
Montreal,QC
Summary
Accomplished professional with a proven track record in client relationship management and process optimization, notably at GoGen Ltd. Expert in Microsoft Office and adept at connecting with diverse individuals. Spearheaded quality improvement initiatives and strategic marketing campaigns, significantly enhancing operational efficiency and client satisfaction.
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision.
Organized and dedicated, with a proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Possesses versatile skills in project management, problem-solving, and collaboration. Brings fresh perspective and strong commitment to quality and success. Recognized for adaptability and proactive approach in delivering effective solutions.
Goal-oriented professional with the capacity to learn and apply new skills swiftly. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
25
25
years of professional experience
Work History
Ophthalmology Surgical Coordinator
Montreal Eye Care Associates
01.2022 - Current
- Ensured compliance with industry standards, maintaining up-to-date knowledge of regulations related to ophthalmic surgery coordination.
- Streamlined the surgical booking process for improved time management and resource allocation.
- Enhanced patient satisfaction by efficiently scheduling and coordinating ophthalmology surgeries.
- Supported post-operative care coordination efforts including follow-up appointments and additional treatment plans as needed.
- Participated in quality improvement initiatives aimed at enhancing overall efficiency within the ophthalmology department.
- Handled sensitive patient information with discretion, adhering strictly to HIPAA guidelines.
- Managed patients'' pre-operative requirements, reducing cancellations and rescheduling instances.
- Provided exceptional patient care by addressing concerns, answering questions, and offering emotional support throughout the surgical process.
- Facilitated seamless communication between medical staff, administrative personnel, and patients for a well-coordinated surgical experience.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Resolved scheduling conflicts to maintain high-quality patient services.
- Educated patients about surgeries and provided treatment plan documentation.
- Updated patient records to reflect upcoming surgeries and medical histories.
- Took pre-operative orders from surgeons and anesthesiologists for smooth operation planning.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Conducted patient intake interviews, recording and documenting relevant information.
Marketing Consultant & Copywriter
Self-employeed
01.2015 - 06.2020
- Developed cohesive brand messaging for charity and not for profit sector clients.
- Created marketing, fundraising, relationship management and training materials for the third sector
- Managed client relationships, providing timely updates on project progress and ensuring satisfaction with deliverables.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
- Created customized marketing materials to increase product awareness.
- Generated reports to support development and implementation of marketing plans.
- Wrote engaging and successful marketing, advertising, and website copy.
- Reviewed and edited final copy for accuracy and to correct grammar errors.
- Edited existing copy for clarity, grammar, punctuation, and overall effectiveness while respecting original author''s intent.
- Transformed complex information into easily digestible pieces tailored for specific audience segments using plain language principles.
- Wrote advertising copy for online content, adhering to employers' overarching brand identity and personality.
- Managed campaigns for various clients that consistently exceeded sales goals.
Customer Relationship Manager
GoGen Ltd
01.2005 - 07.2015
- A highly successful, motivated, skilled and experienced Customer Relationship Manager who consistently delivered outstanding process-driven results within a high volume voice-call fundraising company.
- Designed and implemented a streamlined solution to recruitment and training that enabled the company to select and train a fast-growing number of callers effectively.
- Developed and implemented the corporate induction package.
- Responsible for the management of change in caller working practices that produced consistently better results within a high volume call environment.
- Devised a training and mentoring system for callers to drive-up call quality. This resulted in a quantified improvement in results.
- Worked with supervisors to develop and deliver a consistent message around call structure, and Brand awareness.
- Instituted major change in the corporate script format which resulted in improved and more consistent results.
- Lead copywriter for client scripts: liaised with account managers to successfully interpret and translate client briefs.
- Scoped and initiated the production of a real time reporting tool used by supervisors on a day to day basis to track session-based productivity
- Worked closely with the IT and Database Management department to develop an integrated Performance Assessment Database for all employees.
- Wrote bids for, managed and wrote progress reports for head to head test campaigns which won new business from - Cancer Research UK, Royal Marsden Cancer Campaign, British Heart Foundation, Voluntary Services Overseas and Great Ormond Street Hospital Children’s Charity.
- Trained supervisory, administrative and call staff in a second centre which the company opened in Bedford (UK).
- Held overall operational management accountability for this site for two years.
- The success of the systems I created enabled the company to open a third call centre in Bristol (UK).
Fundraiser and Caller Handling Trainer
Pell and Bales Ltd
06.2000 - 12.2004
- Target driven fundraiser with mentoring, training and coaching skills.
- Customer facing call handler representing major UK charities. Consistently met and exceeded targets. Aided campaign managers with mentoring and coaching callers on my team.
- Delivered company induction package and training for 4 years.
- Training manager: scheduled and trained others to deliver induction package for three years.
- Accountable for recruitment, selection and induction for one year.
Education
Bachelor of Arts - Fine Arts
University of Ottawa
Ottawa, OntarioDEC - Arts Plastiques
Dawson College
MontrealEquality And Diversity Training -
ACAS
London, UKDiploma in Permaculture Design -
British Permaculture Association
Leeds, UKHeartsaver® CPR AED - Level C -
Heart And Stroke Foundation of Canada
Montreal03-2024
Skills
- Proficient in Microsoft Office
- Client Relationship Management
- Strong interpersonal skills and ability to connect with people from wide ranging backgrounds
- Perform well under pressure and dealing with diverse tasks
- Excellent analytical, problem-solving and decision-making skills
Languages
English
Native or Bilingual
French
Full Professional
Timeline
Ophthalmology Surgical Coordinator
Montreal Eye Care Associates
01.2022 - Current
Marketing Consultant & Copywriter
Self-employeed
01.2015 - 06.2020
Customer Relationship Manager
GoGen Ltd
01.2005 - 07.2015
Fundraiser and Caller Handling Trainer
Pell and Bales Ltd
06.2000 - 12.2004
Bachelor of Arts - Fine Arts
University of Ottawa
DEC - Arts Plastiques
Dawson College
Equality And Diversity Training -
ACAS
Diploma in Permaculture Design -
British Permaculture Association
Heartsaver® CPR AED - Level C -
Heart And Stroke Foundation of Canada
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