Mackenzie Mock
Calgary
Summary
Professional service industry expert, ready to excel in fast-paced environment. Known for improving customer relations and streamlining service processes, leading to increased team productivity. Demonstrates strong focus on team collaboration, ensuring reliability and adaptability to changing needs. Skilled in communication, problem-solving, and maintaining detailed records. Known for high standards and delivering results-driven service.
Overview
10
10
years of professional experience
Work History
Service Writer
Bowest Motors
03.2022 - Current
- Established a welcoming and professional environment in the service area, creating positive first impressions for customers upon arrival.
- Increased repeat business with exceptional customer service skills and follow-up calls to ensure satisfaction.
- Reduced wait times for customers by effectively managing appointment schedules and coordinating with technicians.
- Improved customer satisfaction by providing timely and accurate service estimates.
- Assisted in inventory management, helping maintain appropriate stock levels for parts department.
- Produced accurate customer estimates and clearly articulated charges to customers to minimize complaints.
- Logged work orders and change orders into Shopmonkey database.
- Provided consistent training opportunities for new hires, resulting in a knowledgeable workforce capable of meeting high performance standards.
Administrative Assistant
Academy Hearing Centres
06.2021 - 04.2022
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Supported the clinic's financial management by accurately processing patient payments and forms through DVA, AADL, WCB claims.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Placed stock orders, office orders, and product orders into the system
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Enhanced patient experience by efficiently managing clinic appointments and scheduling.
Security Guard
Paladin Security
09.2019 - 06.2021
- Maintained a safe environment for Alberta Health Services staff and visitors through proactive surveillance and communication.
- Responded quickly to emergency situations to assess and deflect issues.
- Enhanced hospital security by conducting regular patrols and monitoring surveillance systems.
- Responded swiftly to alarms or calls for assistance, effectively diffusing potentially dangerous situations.
- Participated in ongoing training programs to stay current on best practices in hospital security operations.
- Collaborated with law enforcement agencies to resolve incidents, ensuring proper documentation and follow-up actions.
- Maintained order during high-stress situations such as medical emergencies or evacuations, keeping all parties calm and informed.
- Wrote detailed reports of all security breaches and investigations.
Administrative Assistant
Riverside Club
06.2018 - 09.2019
- Maintained scheduling gym usage, client overflow handling and overbooking
- Managed phone and email correspondence as well as incoming and outgoing mail.
- Improved document organization by renewing and starting new memberships when needed.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Enhanced office environment, organizing spaces for better workflow and employee comfort.
Receptionist
Westside Chiropractic Center
05.2015 - 06.2018
- Handled phone inquiries professionally, directing callers to appropriate resources or scheduling appointments as needed.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Organized patient files efficiently, enabling easy access for practitioners during appointments.
- Assisted chiropractors with patient care, contributing to an improved overall experience.
- Enhanced patient satisfaction by providing a welcoming and organized reception area.
- Developed strong relationships with patients through attentive listening and compassionate support during their visits.
Education
Justice Studies Diploma - Criminal Justice
Bow Valley College
Calgary, Alberta04.2014
Skills
- Customer service
- Customer/Client relations
- Schedule coordination, and calendar management
- Office administration
- Organization skills
- Microsoft Word, Excel, Microsoft PowerPoint
- File management
- Document preparation
- Strong problem solver
- Dedicated team player
- Positive and professional
- Multitasking and prioritization
- Teamwork
- Training and coaching
Training
- AGLC certified
- WHMIS training
- First Aid/ CPR Level C
- Pro Tect Security Trained
- Class 5 License
- Security Services and Investigators Act: Individual License
- Certification of Completion: LifeArmourYYC 3 hour Self Defense Course
- Certification of Participation: The Working Mind First Responders Primary Program
- Certificate of completion for Management of Aggressive Behavior (MOAB) 2-day course, 16 hour basic training program
Languages
English
Timeline
Service Writer
Bowest Motors
03.2022 - Current
Administrative Assistant
Academy Hearing Centres
06.2021 - 04.2022
Security Guard
Paladin Security
09.2019 - 06.2021
Administrative Assistant
Riverside Club
06.2018 - 09.2019
Receptionist
Westside Chiropractic Center
05.2015 - 06.2018
Justice Studies Diploma - Criminal Justice
Bow Valley College
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