Susan Healy
Lyn,ON
Summary
In search of a full-time permanent position. I have extensive knowledge and experience in customer service and enjoy interacting with people.
Experienced with managing administrative tasks and providing customer support. Utilizes strong communication and problem-solving skills to enhance team efficiency. Track record of reliability and adaptability in fast-paced environments.
Offering passion for helping others, combined with strong organizational and communication skills, and eager to learn and grow in supportive environment. Brings dedicated approach to understanding and addressing client needs, with ability to quickly assimilate new information and procedures. Ready to use and develop problem-solving and interpersonal skills in Employment Coach role.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Program Support Staff - Contract
UNITED COUNTIES OF LEEDS AND GRENVILLE
02.2023 - 11.2023
- Employed outstanding organizational and time management abilities for timely client follow-ups and workload prioritization
- Addressed inquires in person, over the phone, via email and fax.
- Showcased excellent interpersonal skills while working with team members and addressing client requirements
- Operated independently and collaboratively on special projects
- Skilled in Microsoft Office Suite, Adobe products, and complex databases.
- Utilized electronic scanning and filing systems
- Strong written and verbal communication skills for interactions with clients and management
- Effective problem-solving abilities to meet client needs and resolve issues promptly
- Handled confidential information with discretion and ensured its secure storage according to company policies.
- Provided administrative support for various departments, contributing to the smooth operation of the organization.
- Answered telephone and assisted callers by providing information or directing to appropriate employee.
- Ensured smooth operation of office equipment by conducting regular maintenance checks and troubleshooting minor issues, leading to decreased downtime.
- Communicated with clients on behalf of staff to relay messages and information.
- Fostered culture of continuous improvement by soliciting and implementing feedback on support processes from team members.
- Enhanced customer satisfaction by providing efficient and timely support to clients.
- Greeted visitors professionally, directing them appropriately and ensuring a positive first impression of the organization.
- Resolved client inquiries with patience and empathy, fostering positive relationships with clients.
- Resolved client complaints with diplomatic and courteous communication.
Branch Ambassador
Kawartha Credit Union
06.2022 - 12.2022
- Contributed to the success of the Credit Union by building member loyalty and delivering outstanding service
- Assisted members in person, online, and via phone, directing them to Advisors for personalized financial guidance
- Supported members with transactions and educated them about new banking practices
- Demonstrated leadership skills by serving as an ambassador between the bank''s various departments, facilitating effective communication and collaboration to address client needs.
- Managed daily cash transactions accurately and efficiently, upholding stringent security protocols.
- Engaged with customers to establish relationships.
- Delivered exceptional customer service by identifying opportunities for cross-selling additional products and services based on client needs.
Case Manager
UNITED COUNTIES OF LEEDS GRENVILLE
11.2006 - 12.2020
- In the role of Case Manager, applied legislation and policies for Child Fee Care Subsidy, Social Housing, and Ontario Works, Managed approximately 30 incoming calls, emails and faxes per day from customers.'
- Conducted initial interviews and follow up with clients on a regular basis, in an order to understand and address client needs. While gaining insight into a client's educational background, work history, and goals to become self sufficient.
- Made appropriate referrals to our community partners to aid the client to be successful.
- Coordinated services with other agencies, community-based organizations, and healthcare professionals to provide useful benefits to clients.
- Coordinated essential services for clients, resulting in improved overall well-being and self-sufficiency.
- Educated clients on available programs, benefits, and services, empowering them to make informed decisions about their care needs.
- Collaborated with mental health professionals to address psychological needs of clients, supporting their holistic recovery.
- Negotiated with landlords and housing agencies to secure stable housing for clients, significantly reducing homelessness.
- Facilitated workshops on life skills, contributing to improved self-sufficiency of clients.
- Analyzed trends and data to inform decision-making and program development.
- Monitored program performance and outcomes for successful delivery of services.
- Worked with clients to develop action plans that matched were the client was at within their life.
- Provided crisis intervention support for clients experiencing emergencies, using appropriate techniques to de-escalate situations safely.
- Promoted a safe environment for vulnerable populations by reporting suspected abuse or neglect.
- Fostered open lines of communication with clients'' families and support networks, involving them in the case management process as appropriate.
- Advocated for client rights when interacting with external agencies or institutions, ensuring fair treatment at all times.
- Assisted clients in navigating housing, legal services and public benefits to gain access to valuable resources.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Monitored clients' progress and tracked client services to provide crisis interventions.
- Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.
- Contributed to team discussions and case conferences actively, sharing insights and expertise with colleagues to optimize client support strategies.
- Developed and implemented comprehensive case management plans to address client needs and goals.
- Strengthened relationships with community organizations to increase access to supportive resources for clients in need.
Education
College diploma - Business Management
St. Lawrence College
Brockville, ON04.1983
Skills
- Proficient in Microsoft Office
- Process documentation
- Maintaining confidentiality
- Effective team collaboration
- Proficient time management
- Problem-solving abilities
- Strong multitasking skills
- Excellent communication
Accomplishments
- Used Microsoft Excel to develop client tracking spreadsheets.
Highest Education
Business Management - College Diploma
Personal Information
Total Experience: Over 30 years
Certification
Extensive training in the use of SAMS, Yardi, Arccori, Microsoft office suite, Child care fee subsidy software, crisis intervention and conflict resolution training. mental health awareness training. occupation health and wellness training. Data management and record keeping. as well as legislation and policy training.
Timeline
Program Support Staff - Contract
UNITED COUNTIES OF LEEDS AND GRENVILLE
02.2023 - 11.2023
Branch Ambassador
Kawartha Credit Union
06.2022 - 12.2022
Case Manager
UNITED COUNTIES OF LEEDS GRENVILLE
11.2006 - 12.2020
College diploma - Business Management
St. Lawrence College
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