Krystal Hill
Toronto,ON
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
11
11
years of professional experience
Work History
Letter Carrier
Canada Post
07.2022 - Current
- Sort and organize mail, packages and parcels for delivery
- Map out and plan daily routes for accuracy & efficiency
- Accurately deliver mail packets & parcels to over 500 points of call per day
- Navigate various routes through the downtown core
- Deescalate client/customer issues
- I.e
- Policies and procedure, lost packages, delayed mail & general inquiries
- Build personal relationships with customers in order to gain trust + organize appropriate pickup dates and times.
Lead Client Service Coordinator (WSIB Division)
Bayshore Home Health
03.2022 - 01.2023
- Managed all new WISB client referrals
- Liaison with clinical team to develop clients care plans and on-going schedules
- Provided field staff with accurate schedules on a bi-weekly basis using AlayaCare
- Worked closely with clients and their families to determine the appropriate careteam was in place to provided the best overall care
- Exercised extreme empathy and patience when dealing with client intakes & concerns
- Proceed bi-weekly payroll and billing reports
- Managed catastrophic WSIB cases meeting clients personal requirements in order to live a fulfilling life including; planning day & overnight trips, provided counseling resources, etc
- Used active listening skills in order to ensure we were providing the best care possible
- Managed all client escalations and WSIB concerns.
Scheduling Coordinator (Durham Region)
Right at Home Canada
01.2019 - 01.2022
- Provided field staff with accurate schedules on a bi-weekly basis using HomeTrack & AlayaCare
- Communicated daily with care providers to ensure schedules were being carried out
- Kept accurate records of care providers availability & client scheduling needs
- Took individual patient needs and the needs of their families when making decisions
- Collaborated with Nurse managers, supervisors and government funded organizations to ensure patients' needs are being met
- Resolved or escalated as required, client concerns/issues
- Ensure all critical and relevant information is entered into the system for appropriate follow-up and documentation
- Complete bi-weekly payroll & billing reports for all private and government funded programs
- Maintained active relationships with CBI in order to resolve any monthly billing discrepancies.
Regional Manager (Toronto West)
Steve Madden Canada
09.2012 - 01.2019
- Developed and maintained on-going working relationships with staff & management at each location (Yorkdale, Vaughan Mills, Fairview & Scarborough Town Centre)
- Oversaw all onboarding for new hires
- Liaise with store managers regularly, providing sales reviews & staffing needs, concerns & inventory levels
- Provided extensive customer service, building relationships with clients as well as deescalating any and all issues
- Monitored and controlled labor hours and budgets for all stores
- Hired, trained and monitored management staff for all sites
- Fulfilled all on and off boarding for team members & management
- Ensured all requirements of the Occupational Health & Safety Act were followed
- Ensured all requirements of the Employment Standards Act are followed.
Education
Business accounting -
George Brown
obtained -
Ontario Real-estate License
01.2008
obtained -
OSSD
01.2002
Skills
- Route Management
- Mail Sorting
- Complaint Resolution
- Call Management
- Call Triaging
- Conflict Resolution
- Professional Telephone Demeanor
- Report Preparation
- Supply Management
- Appointment Scheduling
- Troubleshooting
- Decision-Making
- Recordkeeping
- Team Management
- Friendly, Positive Attitude
- Paperwork Processing
- Scheduling
- Account Updating
- Account Management
- Problem-Solving
- Problem Resolution
- Medical Billing
- Reception Management
- Administrative Support
- Technical Support
Languages
English
Native or Bilingual
French
Limited Working
Timeline
Letter Carrier
Canada Post
07.2022 - Current
Lead Client Service Coordinator (WSIB Division)
Bayshore Home Health
03.2022 - 01.2023
Scheduling Coordinator (Durham Region)
Right at Home Canada
01.2019 - 01.2022
Regional Manager (Toronto West)
Steve Madden Canada
09.2012 - 01.2019
Business accounting -
George Brown
obtained -
Ontario Real-estate License
obtained -
OSSD
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