Maria Palacios

• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Carried out day-day-day duties accurately and efficiently.
• Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.
• Demonstrated respect, friendliness and willingness to help wherever needed.
• Worked flexible hours; night, weekend, and holiday shifts.
• Resolved problems, improved operations and provided exceptional service.

Example:

While working as Health Surveillance Screener, there are many situations that require caution-like thinking because there are many ways that a situation can escalate, from your tone of voice to the way you look at a patient/customer.

One example of my customer service skills at TGH would be when I was screening on a Saturday, which meant that there were fewer screeners working on my shift. A couple came through the Elizabeth entrance desperately looking for their loved one whom they have been looking for, for a long while. The parents informed me that they have been to two hospitals already, and haven't been able to locate their daughter. Immediately I let the parents know that I would do my job in locating the patient, and provide as much support and help as I could. The parents were having a difficult time speaking to me in English, but thankfully I am also fluent in Spanish, therefore I was able to communicate with them and make them feel more comfortable and have the ability to express freely.

Throughout the entire process, the father of the patient began to grow impatient, and began to raise his voice. I took the time to express my understanding of the situation, and that I can comprehend his concern for his daughter . Thankfully the father calmed down and apologized for his outburst.

At the end of the day, Thankfully the daughter was admitted at Toronto General Hospital, and they were both allowed to visit alternating one at a time. I truly appreciated this experience and benefited from the ability to help people who are in emotional pain.

• Assisted with special events or programs.
• Maintained clean, neat and operational facilities to serve program needs.
• Used strong interpersonal communication skills to convey information to others.
• Supported engaging, fun and smooth-running events by helping with organization and planning.
• Supported staff with clerical work and other office tasks.
• Helped with office tasks, taking messages, scanning documents and answering phone inquiries.