Madeeha Rafique
Brampton,Canada
Summary
An aspiring, goal-oriented individual is looking to secure a challenging career opportunity to fully utilize the training, skills and experience while making a significant contribution to the success of the company.
Overview
5
5
years of professional experience
Work History
Case Manager
Ontario Ministry of Public Health
10.2021 - 08.2022
- Provided disease-specific information to the clients over the phone
- Assessed signs and symptoms, and underlying health conditions
- Discussed symptom onset to determine the window period for contact elicitation and exposure risk for contacts
- Discussed activities to identify who may have been exposed
- Obtained information on close contacts, and assess support needs to maintain health and compliance during self-isolation
- Managed customer data, analyzed discrepancies and maintained accurate records in systems like Salesforce, called CCM
Settlement Worker
Peel Multicultural Council
09.2019 - 08.2020
- Conducted in-depth needs assessments and developed action plans tailored to individual clients
- Processed and verified documentation to facilitate seamless service delivery
- Maintained organized records and conducted data entry using OCMS and Simple CTS systems
- Collaborated with internal teams to meet client needs, including document requests and issue resolution
- Supported clients with applications, including employment documents credit notes, and other administrative tasks
- Led initiatives to improve data management and system process, including documentation creation and training support
Medical Office Receptionist
Elite Diagnostics & Imaging Associates
02.2017 - 03.2017
- Processed and verified customer appointments and documentation with meticulous attention to details
- Coordinated communication between departments to ensure seamless operations
- Responded promptly to inquire and followed up with clients regarding scheduling or changes
- Assisted with data maintenance positive client experiences through proactive communication and conflict resolution
Education
Teaching English as a Foreign Language -
TEFL Full Circle
04.2021
Social Service Worker -
Sheridan College
04.2020
Skills
- Crisis intervention and advocacy skills
- Order processing
- Validation
- Delivery coordination
- Customer service
- Cold calling
- Customer relationship management
- Identifying needs
- Resolving issues
- Time management
- Organization
- Problem solving
- Resource management
- Conflict resolution
- Process improvements
- Report generation
- Interpersonal communication
- Salesforce
- Microsoft Office
- Data entry
- Internet search engine
- OCMS
- Outlook
- Teams
- Zoom
- Gmail
- Keyboarding
- Ability to work on flexible shifts
- Individualized counseling
- MS office
- Multitasking and organization
- Data entry and analysis
- Intervention plans
- Problem-solving
- Email and telephone etiquette
- Team collaboration
- Crisis intervention
- Patient assessment
- Goal setting
- Referral coordination
- Patient assessments
- Documentation and reporting
- Care coordination
- Critical thinking
Phonenumbers
(306)880-3178, (416)244-5214
References
Available upon request
Certificatesandtrainings
- Crisis Intervention Training (Ongoing)
- Conflict Resolution (Certificate)
- Managing and Coping with Stress (Training)
- Customer Service Excellence (Training)
- Documentation Skills (Introduction)
- Interviewing Skills (Training)
Highlightsofqualificationsandskills
- Crisis intervention and advocacy skills
- Expertise in order processing, validation and delivery coordination
- More than 5 years of providing in-person and verbal customer service
- Experience in high quality of cold calling, answering the inquiries through text, email, over the phone and in-person
- Skilled in customer relationship management, identifying needs and resolving issues
- Excellent skills in time management, organization, problem solving and resource management
- Excellent skills in conflict resolution, process improvements and report generation
- Fluent in English, Urdu, Hindi and Punjabi with strong interpersonal communication skills
- Knowledge working with Salesforce, Microsoft Office, Data entry, Internet search engine, OCMS, Outlook, Teams, Zoom, Gmail, Keyboarding
- Ability to work on flexible shifts
Timeline
Case Manager
Ontario Ministry of Public Health
10.2021 - 08.2022
Settlement Worker
Peel Multicultural Council
09.2019 - 08.2020
Medical Office Receptionist
Elite Diagnostics & Imaging Associates
02.2017 - 03.2017
Teaching English as a Foreign Language -
TEFL Full Circle
Social Service Worker -
Sheridan College
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