Samantha Rem Nuguid
Scarborough,Canada
Summary
Seeking a position in which exceptional customer service skills can be utilized to address customer needs and provide a positive experience. Pursuing a career within a dynamic and progressive organization which will apply and develop my skills, knowledge, education, and experience. Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Client Service Administrator
HearingLife
Vaughan, Ontario
06.2024 - Current
- Resolved customer concerns with friendly and knowledgeable service.
- Communicated and delivered great customer service to patients through the telephone, written correspondence, and walk-ins
- Organizing timetables and schedules for the audiologist using Blueprint
- Analyzing and evaluating financial reports and data that need to be submitted by the end of the day, and completing daily sales reconciliation.
- Handling and following up with third-party billings and forms for submission, such as WSIB, VAC, ODSP, etc.
- Scheduling and confirming appointments.
- Maintaining inventory by ordering new supplies and equipment as needed for the clinic.
- Completion of the Client Excellence Certification Program.
- Resolved customer complaints in a timely manner, providing appropriate solutions that meet customer needs.
- Assisting our clients with our walk-in services, such as cleaning, changing receivers, domes, wax guards, pairing Bluetooth, and a walkthrough on how to clean the hearing aids.
- Access to FUSE for learning.
- Generated weekly and monthly performance metrics to track progress against goals set forth by management.
Medical Administrator/Assistance (Part Time)
Children's After-Hours Clinic
North York, Canada
01.2021 - 08.2024
- Overseeing and managing daily operations of the walk-in clinic location, ensuring that excellent service is consistently delivered to patients
- Serves patients by greeting, assisting, scheduling appointments/follow ups, and maintaining records and accounts
- Maintaining a professional, clean, and safe environment for employees, members and guests
- Comforts patients by anticipating patients anxieties, answering patients questions, and maintaining the reception area
- Registering patient information into computer system using P&P EMR
- Interview parents regarding their child in order to complete forms, documents, and case histories
- Answering 20+ incoming calls to assist on booking appointments
- Preparing requisitions for doctors for specimen to be sent to LifeLabs
- Billing for Non-OHIP and OHIP patients
- Process invoices, bills, and payments
- Maintains confidential medical files and records
- Maintains operations by following policies and procedures, reporting needed changes
- Supervise and train other new staff in procedures and in use of current software
- Prepare patients, sterilize or disinfect instruments and prepare rooms for upcoming patients
Financial Advisor Collections Agent
Citibank Canada/US
Markham, Canada
01.2019 - 07.2020
- Communicated and delivered great customer service to customers through telephone and written correspondence
- Monitored customer accounts and provided time and effective resolutions to collection issues
- Analyzed and evaluated financial reports and data to better accommodate for each customers unique needs and circumstances
- Utilized several trace tools, techniques, and databases to determine suitable repayment plans
- Adhered to strict security policies and procedures while accurately updating customer account information
Shift Manager
McDonalds Canada
Scarborough, Canada
11.2013 - 06.2019
- Provided the highest level of customer service by maintaining in-depth knowledge of brand and goods; provided customers with an outgoing and dynamic experience, consistently exceeded sales goals
- Resolved all client problems quickly and effectively, ensuring customer satisfaction
- Trained, lead, and supported team members to achieve store sales goals; ensured positive team morale
- Maintained payroll to meet company labour cost standards; assumed responsibility for cash, including bank deposits
Education
Police Foundations -
Centennial College
Scarborough, ON07-2015
Skills
- Strong communicational skills
- Organizational skills
- Time-management
- Team Player
- Leadership capability
- Interpersonal skills
- Customer relations
- Strong leadership
- Professionalism
- Honesty
- Trustworthiness
- Fast learner
- Ability to work under pressure
- Ability to meet deadlines
- Self-motivated
- Ability to work independently
- Ability to work in a team environment
- Training and mentoring
- Multitasking
Certification
- Client Excellence Certification Program
Timeline
Client Service Administrator
HearingLife
06.2024 - Current
Medical Administrator/Assistance (Part Time)
Children's After-Hours Clinic
01.2021 - 08.2024
Financial Advisor Collections Agent
Citibank Canada/US
01.2019 - 07.2020
Shift Manager
McDonalds Canada
11.2013 - 06.2019
Police Foundations -
Centennial College