KASSANDRA NEVES
Kitchener,Canada
Summary
Experienced professional with a strong background in both healthcare and office administration. Skilled in managing office operations, coordinating schedules, and providing administration support. Proficient in management systems, patient records, and billing processes. Demonstrates exceptional organizational abilities, attention to detail, and a commitment to delivering quality service in fast-paced settings. Strong communication and problem-solving skills, with a proven ability to collaborate effectively with teams and clients.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Representative
Sekure Merchant Solutions
01.2024 - Current
- Provide prompt, professional and courteous assistance to customers via phone, email and live chat
- Resolve customer inquiries, complaints, and issues with a focus on delivering positive outcomes
- Maintain a high level of product knowledge to accurately answer customer questions
- Track customer interactions and document service issues in CRM software for reporting
- Stay updated on company policies, procedures, and promotions to provide accurate and relevant information to customers
- Meet or exceed individual and team performance metrics, such as response times and customer satisfaction ratings
- Monitor and manage customer accounts, ensuring correct billing, shipping, and service details
- Collaborate with team members and other departments to address complex issues
- Up-sell company products/services based on customer needs and preferences
Supportive Housing Worker
The Working Centre (UA Interim Housing)
04.2023 - 09.2024
- Maintain contact with other social service and healthcare providers involved with residents
- Provide crisis intervention and emergency shelter services
- Administer harm reduction to ensure safe using
- Administer proper medications
- Use of Narcan/Naloxone when appropriate
- Periodic bathroom and room checks to ensure safety of residents
- Encourage and support residents to participate in life skills workshop and treatment programs
- Assist residents to sort out options and develop plans of action while providing necessary support
- Participate in the collection and admission of residents
Personal Support Worker
Privately Funded Home Care
05.2020 - 04.2023
- Assists in maintaining an environment appropriate to meet the clients individualized needs
- Contributes to and follows a plan to meet clients assessed needs
- Provide daily care and assistance to the household members, ensuring a comfortable and safe environment.
- Administer prescribed medications and manage medical needs under guidance from healthcare professionals.
- Offer companionship and engage in social activities to promote emotional well-being
- Run errands, such as grocery shopping, picking up prescriptions, and other tasks as needed
- Assist with mobility and transfers, including help with walking, lifting, and positioning
- Perform light housekeeping duties, such as cleaning, laundry, and organizing household items
- Maintain confidentiality and respect the privacy of all household members
Office Coordinator
Chiropractic Practice
04.2018 - 03.2020
- Filing patient charts
- Answering telephones and booking in appointments
- Use of PMP appointment book, Excel and Microsoft word
- Greeting patients and touring the clinic
- Operating and managing all emails, faxes and processing any orders for the clinic
- Assisting the doctor with patient satisfaction
- Processing payments
Dietary Aide
Pine Haven Nursing Home
04.2014 - 03.2018
- Operated industrial dishwasher served residents juices and breakfast lunch and dinner
- Filled juice jugs and ensured fridge/freezer was always stocked
- Ensured the safety of residents
- Assisted in maintaining preparation and service areas in a sanitary condition
- Cleaned and inspected galley equipment, kitchen appliances, and work areas
- Communicated with kitchen staff, dieticians, and doctors to assure compliance with complex and frequently changing dietary needs of clients
Education
High School Diploma -
St. David’s Catholic Secondary
Kitchener, ON01.2011
Narcan/Naloxone Training -
The Working Centre
Kitchener, ON01.2023
Skills
- Problem solving
- Teamwork
- Strategic Planning
- Adaptability
- Data Entry
- Filing & Document Management
- Customer service & Client Relations
- Leadership
- Office support (multi-line phones, faxing, filing)
- Desire to learn
- Microsoft Office Suite
- Time management & Prioritization
Languages
English
Native or Bilingual
Timeline
Lead Customer Service Representative
Sekure Merchant Solutions
01.2024 - Current
Supportive Housing Worker
The Working Centre (UA Interim Housing)
04.2023 - 09.2024
Personal Support Worker
Privately Funded Home Care
05.2020 - 04.2023
Office Coordinator
Chiropractic Practice
04.2018 - 03.2020
Dietary Aide
Pine Haven Nursing Home
04.2014 - 03.2018
Narcan/Naloxone Training -
The Working Centre
High School Diploma -
St. David’s Catholic Secondary
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