Micaela Daniel-Mendes

• Provided guidance and recommended coping mechanisms for youth in in-patient unit
• Maintained strict confidentiality in all situations unless abuse, neglect, or threats identified.
• Regularly assessed progress and provided feedback to support continued development of activities in Teen Lounge.
• Served as role model for mentees by demonstrating strong values and ethical standards.
• Shared lived experience as in-patient and out-patient at Holland Bloorview

Responded to family requests for programs, services and company information.

• Followed up with customers about resolved issues to maintain high standards of customer service.
• Promptly responded to inquiries and requests from prospective customers.
• Maintained up-to-date knowledge of program and service changes.
• Delivered prompt service to prioritize client and familly needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Followed-through on all critical inter-departmental escalations to increase client satisfaction
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Investigated and resolved customer inquiries and complaints quickly.
• Collaborated with staff members to enhance client and family service experience and exceed team goals through effective client satisfaction rates
• Delivered exceptional customer service to every client family by leveraging extensive knowledge of programs and services and creating welcoming, positive experiences.

• Consulted with families and staff regarding their Family Support Fund application
• Ensured all staff and family inquiries were responded to in a timely fashion
• Processed Family Support Fund Applications promptly
• Distributed Family Support Fund applications to the appropriate number of reviewers
• Ensured all transactions and filing were completed promptly
• Consulted with reviewers regarding questions about Family Support Fund applications which were sent to them
• Experienced with processing applications in RedCap
• Experienced with MediTech Expanse
• Received recognition awards from families for supporting them throughout their application process
• Consulted with the finance department regarding inquiries about the status of cheque requests
• Experienced filing paper applications with transactions
• Experienced in creating cheque requests
• Optimized customer experience by delivering superior services and effectively troubleshooting issues.
• Evaluated customer needs and feedback to drive product and service improvements.
• Gathered, organized and input information into digital database.
• Maintained database systems to track and analyze operational data.
• Collected, arranged, and input information into database system.
• Cultivated positive relationships with vendors to deliver timely equipment and services

• Prepared and edited documents to produce precise, accurate and professional communication.
• Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
• Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.
• Edited and proofread documents for accuracy and completeness.
• Processed incoming and outgoing mail and packages according to established procedures.
• Fostered operational efficiency and compliance with company policies through effective coordination of office activities.
• Promptly received and forwarded incoming communications, such as phone calls, emails, and letters, to appropriate staff.
• Supported staff on special assignments and ad hoc projects.