Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

SUSAN THOMAS

Brampton,ON

Summary

Talented Manager with expert team leadership, planning and organizational skills built during successful career. With over 10 years of experience in delivering impeccable levels of service and improving client experience .Smoothly equip employees to independently handle daily functions and meet customer needs. Providing positive customer service and management to individuals from diverse backgrounds, personal beliefs and identities. Diligent trainer and mentor with exceptional management abilities and results-driven approach. . Skilled in communication and working with team members to meet and exceed the stated goals.


Overview

15
15
years of professional experience
1
1
Certification

Work History

Service Center Representative

Foresters Financial
10.2022 - Current
  • Provide the highest level of customer service and facilitate all actions necessary through collaboration with multiple business areas, including research and follow up to positively satisfy customer needs Maximize opportunities to influence the customer relationship and build loyalty by providing excellent customer service and promoting the benefits self-service
  • Team oriented with the ability to share my expertise
  • Technical/analytical skills that fit within established systems, standards, and clearly defined procedures within the structured job environment
    Strong computer skills, including keyboarding accuracy and aptitude navigate and learn new systems
    Ability to self-manage workload volumes and changing priorities in a team environment
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.
  • Developed and updated databases to handle customer data.
  • Offered advice and assistance to customers, while paying attention to special needs or wants.
  • Updated account information to maintain customer records.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Prioritize the customer relationship at all times by listening and responding with
    empathy
  • Stay current on relevant business topics, communications and process changes
  • Proficiently determine the needs of the caller and provide support with accurate and
    timely resolution following approved escalation procedures
  • Investigated and resolved accounting, service and delivery concerns.

Manager

Montage Support Services
05.2018 - 01.2022
  • Responsible for providing leadership and direction to residential teams
  • Organized emotional and resilience group discussions for staff and individuals supported within the organization
  • Ensure and encourage active and quality participation in the community through the development and Implementation of Individualized Support Plans
  • Reporting to the Director of Operations
  • Provide knowledge and facilitate relationships to the community, families, and community partners
  • Provide leadership and support in the monitoring and evaluation of the progress on ISP plans and desired personal outcomes
  • Develop and monitor budgets, including monthly review of location budgets
  • Handled high volumes of calls and emails with consistent communication to address client inquiries and concerns.
  • Participate in the development and implementation of practices and procedures to ensure the highest possible support of compliance standards
  • Responsible for several locations and support staff
  • Ensure staff utilizes the organization policies & procedures and relevant legislation.
  • Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
  • Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
  • Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.

Developmental Disability Facilitator

Montage Support Services
05.2011 - 01.2018
  • Collaboratively case conference with team members to develop and implement Individual
  • Support Plans (ISP)
  • Administered and recorded prescribed medication to individuals supported
  • Monitored and supervised progress of ISP and assessed for appropriate adjustments
  • Followed principles of Safety and Medical Asepsis.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.

Support Facilitator

Good Beginnings, Victoria Order of Nurses VON
09.2010 - 10.2010
  • Provide ongoing support to families of newborn by teaching and instructing in care of infant
  • Refer respite service to new parents for purpose of rest and relaxation
  • Assisted clients in effective therapeutic exercises integrated from Cognitive Behavior Therapy and Dialectical Behavior Therapy (DBT).
  • Displayed sensitivity to cultural and linguistic needs of clients and families served.

Education

BBA - Business

Seneca College of Applied Arts And Technology
North York, ON
09.2024

Associate of Arts - Harmonized Life License Qualification Program

Seneca College of Applied Arts And Technology
North York, ON
03.2022

Completed The NCCP Mentorship Training Program -

CAC Coaching And Mentorship Association
Toronto, ON
04.2019

DSW Certificate, Developmental Disabilities Counsellor -

Reena & George Brown College
Toronto, ON
05.2016

ECG And MLT Diploma - Phlebotomy, Medical Laboratory Technician & ECG

Robotech Institute of Technology
Toronto, ON
09.2015

Skills

  • Excellent customer Service and Negotiation Skills
  • Expert on Policies and procedures
  • Excellent Microsoft Office/ Excel skills and ability to work with multiple computer systems, both Windows based and other
  • Strategic planning
  • Business planning
  • Coaching and mentoring
  • FLMI Level 1&2 Certificate in Insurance Fundamental
  • Experienced with CRM Platforms
  • Attentive listener and Conflict Resolution
  • Ability to empathetically support a diverse member population
  • Confident and professional speaking in group settings or electronic media
  • Improvement initiatives

Certification

  • September 2022- December 2022 Certification in LOMA 281 FLMI Level 1 Certificate in Insurance Fundamental
    Certification in LOMA 291 educated in variety of media operations, functions, and product development. Relevant to insurance organizations
  • Classify risks faced by insurance companies and learn enterprise risk

Timeline

Service Center Representative

Foresters Financial
10.2022 - Current

Manager

Montage Support Services
05.2018 - 01.2022

Developmental Disability Facilitator

Montage Support Services
05.2011 - 01.2018

Support Facilitator

Good Beginnings, Victoria Order of Nurses VON
09.2010 - 10.2010

BBA - Business

Seneca College of Applied Arts And Technology

Associate of Arts - Harmonized Life License Qualification Program

Seneca College of Applied Arts And Technology

Completed The NCCP Mentorship Training Program -

CAC Coaching And Mentorship Association

DSW Certificate, Developmental Disabilities Counsellor -

Reena & George Brown College

ECG And MLT Diploma - Phlebotomy, Medical Laboratory Technician & ECG

Robotech Institute of Technology

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