Sandra Bisikita Kisangala
Bilingual Patient Care Specialist
Stoney Creek,ON
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Organized and dedicated Administrative Assistant with proven track record of providing exceptional customer service in fast-paced environments. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
8
8
years of professional experience
2
2
years of post-secondary education
2
2
Languages
Work History
Bilingual Patient Care Specialist
Speciality Health Network (Shoppers Drug Mart)
11.2021 - Current
- Inbound Outbound calls to Patients, Pharmacies and Insurances Companies
- Generating. Pre-filling and Creating Documents
- Emailing, Faxing Documents to Patients,Insurances Companies and Doctors
- Maintained accurate records of all patient interactions, including medication administration, treatments provided, and observations made during shifts.
- Reduced patient wait times by efficiently managing schedules and appointments.
- Assessed patient needs during admission interviews, accurately documenting pertinent health history information for clinical decision-making purposes.
- Assisted in development of individualized care plans to address each patient''s unique needs and goals.
- Developed strong rapport with both internal team members and external partners such as referring physicians or other healthcare professionals involved in patient's care plan.
- Provided emotional support to patients and their families during challenging moments, fostering trusting relationships throughout their healthcare journey.
- Collaborated with interdisciplinary care teams during patient rounds, contributing valuable insight and expertise to facilitate optimal treatment outcomes.
Bilingual Customer Service Rep
Concentrix Technologies
12.2018 - 12.2020
- Greet customer in courteous, friendly, and professional manner
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with customer
- Clarify customer requirements; probe for understanding
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Troubleshoot basic and routine customer issues that are technical in nature; including hardware, software, networking, or other designated client products
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Assisted in development of training materials for new hires, promoting culture of continuous learning within team.
- Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity
Bilingual Customer Service Rep (contract)
Santa's Choice
01.2017 - 01.2018
- Providing Superior Customer Service & Creating Quality Relationships with Customers
- Efficiently processed customer orders, returns, exchanges, and refunds according to established guidelines while maintaining accuracy and thoroughness
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers
- Demonstrated cultural sensitivity when interacting with international customers, adjusting communication style as necessary for optimal understanding
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction
- Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity
- Proactively identified areas for improvement in processes or procedures, implementing changes that led to enhanced service delivery
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and French-speaking customers
- Maintained and managed customer files and databases
- Developed training materials for French-speaking customer service representatives
- Translated documents, forms and other materials from English to French
- Contributed to positive work environment by fostering collaboration and open communication among diverse team members
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise
Loan Underwriter Officer (contract)
Goeasy
01.2016 - 01.2017
- Manage outbound contacts to new and existing applicants via email
- Assisted in implementation of new technology solutions designed to streamline workflow processes for faster decision-making capabilities across organization''s underwriting department
- Negotiated favorable terms for clients within established guidelines while adhering to sound risk management principles
- Improved loan approval rates by conducting thorough risk assessments and evaluating borrowers'' financial capabilities
- Conducted regular audits of approved loans to ensure adherence to established guidelines and identify areas for improvement
- Managed diverse portfolio of mortgage loans, maintaining strict attention to detail when reviewing applications for accuracy and completeness
- Streamlined underwriting processes for increased efficiency, implementing automated tools and software
- Assessed loan portfolios for compliance with underwriting policies
- Analyzed potential risks and evaluated loan products to identify suitable options for customers
- Identified opportunities to cross-sell and upsell loan products to customers
- Obtained copies of applicants' credit histories and reviewed paperwork to determine feasibility of granting loans
- Created strategies to develop and expand existing customer sales, resulting in increase in annual sales
- Established plans and payoffs for customers' loans, prioritizing control of overall costs
- Evaluated loan requests and documents to verify accuracy and completeness
- Prepared and submitted detailed reports regarding assignments and ongoing investigations
- Completed patrols in assigned areas to identify and deter criminal activities
- Provided exceptional customer service throughout loan origination process, addressing inquiries and concerns promptly
- Managed diverse portfolio of mortgage loans, maintaining strict attention to detail when reviewing applications for accuracy and completeness
Administrative Assistant (co-op)
Adjuvantz
01.2016
- Updating internal documents with branding and styling
- Managed expense reports for executive staff members, ensuring accurate documentation of spending for budgeting purposes
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed
- Sorted and distributed office mail and recorded incoming shipments for corporate records
- Ensured accurate record-keeping with diligent data entry and database management for vital company information
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions
- Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks
Education
GED -
Cefor
Republic Of Congo 09.2000 - 06.2002
Skills
Strong customer service skills, both written verbal
Greeted customers upon arrival to office, ensuring customer felt welcomed
Started loan applications, pre-qualified application, followed up on status of applications and closed applications
Efficiently entered data and files into company computer system
Provided administrative support
Multi-Lingual; French, English, Lingala
Proficient using MS Office Suite, Power Point, Accuro, Abelmed, Oscar as well as company databases
Highly motivated professional with strong ability to grasp new concepts
Excellent organizational, time management, analytical teamwork skills
Strong customer service skills, both written verbal
Documentation proficiency
Patient confidentiality
Care Plan Development
Patient Relations
Excellent Communication
Attention to Detail
Education And Certifications
- Medical Office Administration Diploma, Mohawk College 2016
- Level C CPR/First Aid 2016
- Home Support Worker 2018
References
REFERENCES AVAILABLE UPON REQUEST
Timeline
Bilingual Patient Care Specialist
Speciality Health Network (Shoppers Drug Mart)
11.2021 - Current
Bilingual Customer Service Rep
Concentrix Technologies
12.2018 - 12.2020
Bilingual Customer Service Rep (contract)
Santa's Choice
01.2017 - 01.2018
Loan Underwriter Officer (contract)
Goeasy
01.2016 - 01.2017
Administrative Assistant (co-op)
Adjuvantz
01.2016
GED -
Cefor
09.2000 - 06.2002