KATELYN LABELLE
St. Albert,AB
Summary
Organized and dependable candidate with nineteen years of customer service experience. Highly successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to achieve company goals and excel in personal career growth.
Overview
19
19
years of professional experience
Work History
VOLUNTEER POSITION
St. Albert Food Bank
03.2024 - Current
- Responsible for creating food hampers for for pick up at designated times.
- Consistently demonstrate respect, friendliness and willingness to help wherever needed.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working in a team environment.
- Proven ability to learn quickly and adapt to new situations.
Case Manager
Workers' Compensation Board of Alberta (WCB)
10.2018 - 09.2022
- Determined on-going entitlement to wage loss payments with support of appropriate medical documentation.
- Focused on building strong relationships with providers, claimants and employers with a return-to-work goal in mind.
- Effectively used problem solving skills and critical thinking while involving all parties in the return-to-work process
- Received and interpreted medical reporting while coordinating and authorizing medical treatment for claimants.
- Mitigated appeals and resolved complex issues through effective communication and negotiation.
- Utilized policy and procedure in decision making process and effectively communicated policy/procedure.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
Adjudicator
Workers' Compensation Board of Alberta (WCB)
03.2017 - 11.2017
- Collected and documented information on work related incidents in order to make appropriate entitlement decisions.
- Made appropriate and timely decisions on work related incident claims using the collected medical information and claimant/employer interview reports.
- Ensured appropriate policy and procedure is utilized when determining acceptable claims.
- Effectively communicated decisions to all parties with a return to work focus in mind.
- Ensured the claim is effectively managed and the correct information is on file before sending to Case Management.
- Ensured accurate determinations with meticulous research and thorough investigation of disputes.
- Continuously updated personal knowledge on relevant laws, regulations, and policies affecting the adjudication process within the jurisdiction served.
Case Assistant
Workers' Compensation Board of Alberta (WCB)
06.2014 - 03.2016
- Assisted Case Managers and Adjudicators with the management of claims that require non care planning.
- Referred for Permanent Clinical Impairment exams (PCI) and ensured an accurate percentage rating is made.
- Evaluated and made proposals for on-going entitlement to wage loss once tax documents were received from claimants.
- Booked and communicated travel arrangements for claimants.
- Troubleshooted and explained pay discrepancies to stakeholders.
- Contributed to a positive work environment by fostering strong relationships with colleagues and demonstrating a proactive approach to problem solving.
- Developed expertise in various practice areas through ongoing professional development opportunities.
Human Resource Administrator/Coordinator
Workers' Compensation Board of Alberta (WCB)
09.2012 - 06.2014
- Assisted Human Resource Consultants with the recruitment of new hires.
- Posted jobs on recruitment sites such as monster, eluta and indeed.
- Scanned and sorted resumes of interest for potential interview candidates.
- Contacted and booked candidates for interviews.
- Sent new hire packages and communicate next steps with new hires.
- Performed reference checks as needed.
Manager's Assistant
Workers' Compensation Board of Alberta (WCB)
11.2011 - 09.2012
- Assisted the Manager in all areas of business including schedules and statistic reporting.
- Sent meeting invites and schedule meetings as required for various teams and departments.
- Attended meetings and write meeting notes for distribution.
- Created weekly and monthly reports as needed to show return to work performance statistics.
- Ran errands to support daily needs of management.
- Responded to and directed incoming calls and other communication.
Customer Service Representative
BC Liquor Board
12.2010 - 11.2011
- Provided customers with exceptional service and knowledge regarding products.
- Ensured quick and efficient cash handling upon check out.
- Followed safety regulations and rules surrounding liquor distribution in BC.
- Handled customer inquiries and suggestions courteously and professionally.
- Successfully performed the necessary clerical duties for daily operations.
Corporate Administrative Assistant
Pounce Communications
01.2011 - 10.2011
- Handled client inquiries and questions regarding accounts and services.
- Opened and monitored accounts for new and existing clients with efficient follow-up.
- Accurately edited newsletters, marketing materials and presentations.
- Demonstrated exceptional attention to detail and organization at all times.
- Effectively handled multiple projects and transfer priorities when necessary.
- Created and developed administrative practices to improve systems for daily use and efficiency.
- Performed all administrative duties including filing, reception, calendar management and scheduling and travel arrangements.
Front Desk Attendant
UBC Conferences and Accommodation
01.2005 - 01.2008
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Maintained a clean and organized workspace, contributing to the overall professionalism of the front desk area.
- Ensured consistent and exceptional customer service.
- Provided accurate, detailed information regarding conference related activities and events.
- Maintained accurate and balanced cash floats.
- Ensured consistent liaison and communications with reservations office, night/day staff and conference coordinators.
Education
Business Management Diploma -
British Columbia Institute of Technology (BCIT)
Burnaby, BC01.2009
Bachelor of Arts Degree, Social Sciences Major -
University of British Columbia (UBC)
Vancouver, BC01.2008
Skills
- Nineteen years of customer service experience
- Business Management Diploma- BCIT (British Columbia Institute of Technology - 2009 graduate)
- Bachelor of Arts Degree, Social Sciences Major - University of British Columbia - 2008 graduate)
- Five years experience as a Case Manager for the Workers' Compensation Board of Alberta
- Skilled and highly focused on the complete resolution of complex problems as they arise
- Proven ability to successfully deliver/communicate complex decisions and rationale
- Very focused on client/customer satisfaction which results in relationship building and trust
- Highly detail oriented; works well under pressure to ensure timely decisions and outcomes
- Demonstrates a positive, professional, proactive work ethic in all areas of work
- Advanced working knowledge of MS Office (Word, Excel, PowerPoint) and Outlook
- Adaptable to work environment - proven ability to work remotely for over four years
Languages
English
Native or Bilingual
Timeline
VOLUNTEER POSITION
St. Albert Food Bank
03.2024 - Current
Case Manager
Workers' Compensation Board of Alberta (WCB)
10.2018 - 09.2022
Adjudicator
Workers' Compensation Board of Alberta (WCB)
03.2017 - 11.2017
Case Assistant
Workers' Compensation Board of Alberta (WCB)
06.2014 - 03.2016
Human Resource Administrator/Coordinator
Workers' Compensation Board of Alberta (WCB)
09.2012 - 06.2014
Manager's Assistant
Workers' Compensation Board of Alberta (WCB)
11.2011 - 09.2012
Corporate Administrative Assistant
Pounce Communications
01.2011 - 10.2011
Customer Service Representative
BC Liquor Board
12.2010 - 11.2011
Front Desk Attendant
UBC Conferences and Accommodation
01.2005 - 01.2008
Business Management Diploma -
British Columbia Institute of Technology (BCIT)
Bachelor of Arts Degree, Social Sciences Major -
University of British Columbia (UBC)
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