Kathy Nguyen
Toronto,Canada
Summary
With over 5 years of customer service and administration expertise, notably at Sherbourne Health Centre, I excel in engaging diverse communities and resolving conflicts with empathy and efficiency. Proficient in Microsoft Office, I adeptly manage high-volume tasks, fostering strong community relations and achieving seamless service delivery through excellent communication and problem-solving skills.
Overview
19
19
years of professional experience
Work History
Client Engagement Worker
Sherbourne Health Centre
Toronto, Canada
01.2022 - Current
- Managed the front desk of a busy hub, welcoming diverse community members and conducting one-on-one assessments to refer clients to appropriate services
- Maintained regular communication with caseworker, settlement counsellor, and community navigator to facilitate referrals and follow-up appointments, ensuring a seamless flow of services
- Collaborated closely with the caseworker and occasionally served as an interpreter during house visits for senior mother and son
- Developed a good understanding of the diverse needs and concerns of community members through interactions with clients and conducting intake assessments
- Cultivated strong relationships with external partners including Young Street Mission, SEAS Centre, Dixon Hall, and TNO, ensuring updated information for proper referrals
- Oversee the resource centre, assisting clients with troubleshooting computer issues, and effectively de-escalate situations involving volatile individuals or disrespectful behaviour
- Developed good awareness of recognizing and addressing individuals with mental health and substance abuse concerns calmly and respectfully, ensuring the safety of individuals, and the centre
- Maintained a monthly calendar of events and special programs, actively involved in conducting intake for special programs, including toy and back-to-school drives
- Regularly worked under pressure to manage the high volume of walk-ins and phone calls, multitasking to perform administrative tasks such as copying, printing, faxing, and scanning documents
Office Administrator
New Canadian Drain & Plumbing Ltd
Toronto, Canada
01.2009 - 01.2011
- Answered phones, scheduled appointments and dispatched technicians to appointments
- Attended to clients as needed and responded to clients’ issues and concerns respectfully and professionally
- Assisted with marketing aspects of the company
Quality Assurance
Vision Coaters
North York, Canada
01.2008 - 01.2009
- Communicated with customers on quality issues
- Prepared PPAP documents
- Conducted chemical tests on water and wastewater
- Maintained quality ISO-9001 MD EMS, ISO-14001 records
Extended Health Care Accounts Receivable
York Rehab Center
North York, Canada
01.2007 - 01.2008
- Filled and sent out insurance claims on behalf of patients
- Organized weekly appointments for clients
- Ensured that patients accounts were updated daily
Newcomers & Foreign Students Volunteer
Calvin Huong Law Office
Toronto, Canada
01.2006 - 01.2007
- Assisted foreign students with legal aid
- Assisted Vietnamese Canadians with their applications for sponsorship of their spouses
- Assisted in the preparation of divorce papers
Education
Settlement Worker -
Seneca College
Toronto12.2024
Gemologist -
George Brown College
Toronto12.2018
Dental Office Administration -
George Brown College
Toronto12.2010
Ontario Secondary School Diploma -
Notre Dame Secondary School
Scarborough12.2001
Skills
- Over 5 years of experience in customer service and administration, including over 1 year as a client engagement worker at the Sherbourne Health Community Hub
- Extensive experience engaging with diverse members of the community, including newcomers, seniors, 2SLGBTQ individuals, those with mental health and substance use issues, and individuals experiencing homelessness, providing them with empathic support and services
- Developed a comprehensive understanding of the diverse needs of the community and various resources to address those needs
- Strong communication and problem-solving skills to effectively intervene in tense situations, calm agitated service users, de-escalate conflicts, and regularly solve problems respectfully
- Highly efficient in completing tasks in a high-volume and fast-paced environment, such as handling large quantities of new intakes, conducting referrals, follow-ups, and paperwork
- Established strong rapport with clients, staff, and community partners, maintaining relationships within the community
- Proficient in Microsoft Word, PowerPoint, Excel, and Outlook, as well as in maintaining up-to-date records and internal databases
- Organized, patient, flexible, and always willing to learn new processes
References
Available upon request
Timeline
Client Engagement Worker
Sherbourne Health Centre
01.2022 - Current
Office Administrator
New Canadian Drain & Plumbing Ltd
01.2009 - 01.2011
Quality Assurance
Vision Coaters
01.2008 - 01.2009
Extended Health Care Accounts Receivable
York Rehab Center
01.2007 - 01.2008
Newcomers & Foreign Students Volunteer
Calvin Huong Law Office
01.2006 - 01.2007
Settlement Worker -
Seneca College
Gemologist -
George Brown College
Dental Office Administration -
George Brown College
Ontario Secondary School Diploma -
Notre Dame Secondary School
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