SURAYA ISSA

Social Benefits Tribunal

• Strong ability to organize workload and prioritize workload of extreme high volume of appeals and time-sensitive correspondence, using time management tools in order to work efficiently and competently under pressure of deadlines in fast-paced environment
• As part of Tribunal Call Centre, provides comprehensive information and client services to the public with regard to Tribunal's jurisdiction, appeal process and procedures, early resolution opportunities, interim assistance process, hearing and scheduling practices and Practice Directions;
• Probing clients for additional information in order to sufficiently identify, clarify and assess their information needs; interpreting and applying relevant sections of the legislation applicable to the client's situation.
• Responds to correspondence from the general public, Appellants, ODSP and OW Respondent office representatives, MPP's, and lawyers.
• Information and Protection of Privacy Act (FIPPA) in order to ensure proper release of information when dealing with sensitive and confidential matters in scheduling cases
• Improved case management efficiency by streamlining administrative processes and implementing new tracking systems.
• Maintained strict confidentiality of sensitive appellant information, adhering to ethical guidelines and protecting privacy rights.
• Contributed positively to team morale by consistently maintaining a professional demeanor under pressure.
• Monitored case progress closely to ensure adherence to deadlines and prompt resolution of outstanding issues.
• Reduced processing time for new Appeal cases by creating a standardized intake procedure and personal checklist.

LAT-AABS

• Used Microsoft Word and other software tools to create documents and other communications
• Maintained energy and enthusiasm in fast-paced environment
• Maintained excellent attendance record, consistently arriving to work on time
• Used Microsoft Word and other software tools to create documents and other communications
• Ability to acquire knowledge of relevant acts such as Freedom of information and Protection of Privacy Act (FIPPA) in order to ensure proper release of information when dealing with sensitive and confidential matters in scheduling cases
• Scheduled and confirmed Reschedules, Written/Videoconference hearings
• Exceeded goals through effective task prioritization and great work ethic
• Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
• Maintained excellent attendance record, consistently arriving to work on time

• Quickly adapted training plans for new hirers, keeping timelines, productivity desires in mind
• Coordinated with senior managers to develop and execute booking for attendants and schedulers
• Entered data into CIMS to keep all booking planner calendars updated
• Developed effective scheduling processes to achieve production objectives and reduced number of missed visits to zero
• Trained and supervised team of 3-4 scheduling coordinators
• Resolved complaints and eliminated delays by collaborating with clients/families and updating best strategies for them
• Monitored workflow and schedules to ensure timely delivery
• Set and confirmed clients' booking appointments, using CIMS
• Call Centre Support and assisted shift monitors to answer overnight calls and respond to book-offs and filling in unfilled bookings/visits for clients.
• Covered overnight shifts from 11:00pm to 7:00am
• Manager on duty for overnight shift monitors

Ontario Health atHome

• Built strong relationships with customers through positive attitude and attentive response
• As part of the Call Centre at Central LHIN, provided constructive criticism regarding quality assurance on collections team phone calls
• Call Center Supported. Answered Managed over 200 customer calls per day
• Maintained compliance with CHRIS system requirements by diligently tracking and reporting on team activities
• Offered team members expert clerical support to keep everyone on- track with operational and project requirements
• Developed open and professional relationships with team members, enabling more effective issue resolution
• Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values
• Participated in cross-functional team-building activities.
• Short assignment

• Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities
• Tracked receipts, employee hours and inventory movements
• Took on additional job duties during unexpected backlog, resulting in meeting project target date
• Established open and professional relationships with team members to achieve quick resolutions for various issues
• Coached team members in techniques necessary to complete job tasks
• Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills
• Designed strategic plan for component development practices to support future projects
• Demonstrated case management and referral skills; and ability to effectively link clients to supportive services
• Proposed and developed resource analysis strategies, to improve scheduling plans for clients/families
• Facilitated daily meetings to ensure needs and services were met and managed on-site training with client service coordinators
• Scheduled over 200 weekly appointments for clients and their caregivers using Procura scheduling system

• Provided ongoing support to volunteers throughout their tenure, addressing any concerns or issues promptly to ensure satisfaction and commitment to the organization''s goals.
• Established strong relationships with local organizations, fostering collaboration and expanding volunteer opportunities.
• Organized recognition events to show appreciation for volunteer contributions, boosting morale and promoting a positive organizational culture.
• Managed and tracked volunteer hours and progress to support accurate documentation.
• Served as a liaison between volunteers and senior leadership, ensuring open lines of communication and promoting a transparent environment where concerns could be addressed promptly.
• Collaborated with other departments to maximize impact of volunteer efforts.
• Managed a database of over 50 volunteers, ensuring accurate record-keeping and easy access to information when needed.