Saima Shaikh

· Perform call coaching to ensure quality and accuracy of calls is maintained

· Identify staff deficiencies and determined what further training is required; Assist the Manager with quality control practices, communication strategies and service level and quality standards.

· Ensure customer service section is in compliance with operational policies, procedures and customer service standards, in conjunction with the Supervisor.

· Deliver all Customer Service staff training; created and updated new content of any program as required for approval.

· Provide training/job shadowing opportunities to newly hired and existing staff.

· Receive and respond to escalated/difficult calls; update Manager on any unresolved issues that may further escalate or may be politically sensitive.

· Handle telephone, in-person and electronic inquiries and conducts initial customer interviews; makes inquiries to gain relevant information and assesses suitability and/or determines eligibility based on legislation and program funding for York Region and Provincial programs and services (including but not limited to Ontario Works, Child Care and PLAY).
• Access information in the knowledge database to respond/resolve customer issues at the first point of contact while exercising confidentiality, discretion and adhering to Municipal Freedom of Information and Protection of Privacy Act (MFIPPA) and Personal Health Information Protection Act (PHIPA).
• Participate in team meetings and divisional and departmental task groups and committees, as required.
• Performs other duties as assigned, in accordance with Branch and Department objectives and Business Continuity Planning which may include responding to emergency situations outside of normal business hours.
• Operates when required Emergency Reception site services in locations other than the home base including non-regional facilities

• Organized and managed complex calendar of appointments, meetings, and travel arrangements for executive team.
• Maintained confidential records and files related to executive operations.
• Coordinated with internal departments on a regular basis to ensure efficient functioning of day-to-day operations.
• Developed effective filing systems for easy retrieval of information when needed.
• Acted as a liaison between the executives and internal and external stakeholders to facilitate communication flow.
• Scheduled appointments for executives with external parties such as vendors or suppliers.
• Ensured that all relevant paperwork was completed accurately prior to submission for approval.
• Maintained company confidence and protected business operations by keeping sensitive information confidential.
• Opened, read and replied to e-mails, letters and correspondence on behalf of executives.
• Coordinated meeting and work schedules for staff teams and executives.
• Managed and tracked expenses to meet company budget requirements.
• Tackled and addressed top-level, high-priority issues with professional administrative discretion.
• Screened phone calls for executives to instantly identify priority clients and filter out spam calls.
• Compiled meeting agendas and supportive materials ahead of meetings.