Wannie Chow
Canada
Summary
Detail-oriented individual with exceptional communication skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
31
31
years of professional experience
Work History
Program Clerk
Fraser Health Services Authority
03.2020 - Current
- -Prepares and posts staff rotations and schedules for units by reviewing master rotations/flow sheets and transferring and extending information from master rotations; adjusts schedules to account for leaves of absences, vacancies, terminations and vacation and adjusts hours according to applicable collective agreements; identifies staff shortages and notifies units and/or Supervisor, Staffing Services
- -Makes arrangements for relief staffing by receiving notification from staff and/or Staffing Services, recording calls and making any necessary calculations such as staff/patient ratios to determine availability of existing staff according to established procedures; contacts relief staff and forwards information to the Program Manager and Staffing Supervisor; responds to inquiries related to staffing issues and refers complex problems to the Staffing Supervisor, as required for resolution.
- -Allocates and calls in relief staff to fill vacancies resulting from unfilled positions such as shift changes, vacation, leaves of absence and sick leaves by utilizing a computerized staff scheduling system; processes requests in accordance with applicable collective agreements, prepares revised relief staff schedules and forwards to the Program Manager and Staffing Supervisor
- -Prepares vacation charts for the program(s) and performs related duties such as gathering information related to staff vacation time; processes requests such as vacation, leave of absence, termination. maternity and parental leave by preparing documentation, making necessary calculations and forwarding to Program Manager for approval in accordance with unit procedures; enters approved vacation time into the computerized staff scheduling system, notifies staff of approved vacation time and requests further information from employees when vacation time is denied; identifies vacation and statutory days that must be used by year-end and notifies staff and the Program Manager, as required
- -Maintains timekeeping records for the program(s) staff utilizing a computerized payroll system and submits information to Payroll; liaises with Payroll regarding inquiries and makes payroll adjustments, as required; responds to employee inquiries regarding the application of collective agreements such as vacation accumulation and pay policies.
- -Maintains related records and documentation such as attendance records, paid leave forms and relief staff availability; assists the Program Manager and Business Support Assistant to complete forms ensuring position control tracking on documentation is correct, submits to the Program Manager for approval and forwards information to Human Resources, as required
Staffing & Unit Clerk
Fraser Health Services Authority
01.2018 - 01.2020
- -Scheduled, replaced, and called in care staff
- Maintained timekeeping and other staff related records by coding/entered hours into the computer database, transcribed rotation hours by copying information onto required forms and entered into the appropriate database accordingly
- -Scheduled and coordinated transportation, companions, and external health care appointments for residents
- Performed record keeping related to residents, staff scheduling, time keeping and unit statistics
- -Filed Staff Leave Requests and editing Care Department vacation planner
- -Ensured information pertaining to employees’ schedules is accurate and consistent for both computer (EMS) and hard copies
- Maintained a current telephone list of Care Departmental personnel
- -Followed established procedures for admissions and discharges by setting up the Health Record, labelling items, notifying appropriate departments, etc
- -Ordered, monitored, and stocked medical and paper supplies in delegated storage areas
- -Acted as receptionist for the Care Department by answering phones, directing visitors/residents, etc
- -Updated work lists, resident documents, database entry, etc
- -Performed clerical duties such as typing, filing, and photocopying.
Staffing Scheduling Clerk
Provincial Health Services Authority
09.2014 - 04.2018
- -Called in regular and casual staff for daily staffing requests and/or long and short term staffing vacancies according to established procedures, contractual requirements, and staff availability
- -Performed timekeeping duties for designated staff utilizing an integrated computerized staff scheduling program by generating daily staff schedules
- -Received, reviewed, edited and entered data based on scheduling input documents for the Hospital
- -Maintained various computerized and hard copy records utilizing spreadsheet and word-processing software
- -Processed approved requests for vacation and or leave of absences, drafts and updates a variety of materials
- -Compiled statistical data from electronic scheduling tool for reporting purposes
- -Performed a variety of clerical functions
Timekeeping Clerk
BC Ambulance Services
09.2013 - 05.2014
- -Entered timekeeping information into the Scheduling & Timekeeping system
- -Checked information for accuracy and completeness, and updates data as appropriate in the Timekeeping system
- -Maintained timekeeping records and submits to appropriate stakeholders
- -Processed content of transaction forms and applies applicable codes in the scheduling & timekeeping system
- -Tracked timekeeping exceptions and communicates findings to management
- -Resolved problems identified during daily data edit routines by investigating time entries, completing time coding adjustments to correct errors or omissions, totals hours and refers complex issues to appropriate authority
- -Supported payroll processes by performing routine calculations and completing documentation for approval
- -Responded to payroll related inquiries from departments and employees regarding items such as vacation accumulation, leaves, statutory holiday banks, and determines discrepancies, adjusting hours if applicable
- -Performed other related duties as assigned
Client Service Specialist (Scheduler)
Revera Home Health
04.2012 - 09.2013
- -Intake of all referrals / service changes from multiple sources
- -Filled and scheduled shifts through the availability and allocation of qualified staff with skills to match client needs
- -Entered service codes and pay rates with absolute precision
- -Communication changes in staff hours / days to clients and referral sources and advise staff of changes in service schedule
- -Maintained and updated GoldCare client and employee files including discharges
- -Managed client and employee service changes, availability and overtime
- -Tracked all clients and staff concerns, complaints and compliments electronically when supervision staff is not on site
- -Provided exceptional customer service to current clients and prospective clients by responding to issues and resolved scheduling problems
- -Ran weekly reports as stated in each branch and take appropriate action based on the data
- -Confirmation of employee schedules and travel time
- -Monitored telephony records and reconcile errors
- -Investigated billing rejections and follow up according to branch process
- -Worked in compliance with the provision of the Occupational Health and Safety
Customer Accounts Representative
Accenture BPO Utilities Inc.
05.2011 - 03.2013
- -Provided excellent customer service in an inbound customer contact environment
- -Quickly analyzing and interpreting customer inquiries to identify customer needs
- -Listened attentively to customer concerns; demonstrate empathy
- -Asked questions as appropriate to discover needs while effectively keyboarding to capture information
- -Fulfilled customer expectations in a way that also complies with policies, practices and procedures
- -Identified and resolved complaints, influence to achieve a solution mutually satisfactory to the customer
- -Clarified customer requirements; probe for and confirm understanding of requirements or problem
- -Contributed ideas on ways to resolve problems to better serve the customer and /or improve productivity
- -Participated in activities designed to improve customer satisfaction and business performance
- -Maintained broad knowledge of client products and services
- -Solved problems that are sometimes unstructured and that may require reliance on conceptual thinking
- -Provided customer service and make payment arrangements, deferrals, etc for accounts that are in arrears
- -Excellent communication, listening and interpersonal skills
- -Technically savvy
- -Detail oriented
- -Ability to work independently and exercise good judgment
- -Ability to adapt to quickly to changing situations
- -Dedication to continuous improvement and customer service excellence
Piano Teacher
Self - Employed
05.2010 - 05.2011
- -Taught children and adults of all ages (piano and theory)
- -Prepared students for Royal Conservatory of Music exams, piano recitals & festivals
Financial Service Advisor
JP Morgan Chase Bank
05.2004 - 03.2010
- -Provided customers with solutions and options
- -Executed transactions promptly and accurately respond to client requests and inquiries
- -Researched customer inquiries concerning billing errors, disputed transactions, misapplied payments and other general inquiries
- -Upon completing the customer's service request, we will transition the conversation to offer additional benefits, services, and products for their Chase Visa or MasterCard account
- -Passionate about providing quality customer service and enjoy working in a sales-focused environment
- -Results oriented and enjoy the challenge of meeting or exceeding sales goals
- -Key role in helping Chase retain and grow our business through your ability to provide high quality customer service and offering products that enhance our customer’s experience.
- -Responsible for providing superb customer service to our callers, reviewing security information and account activity with the customers
Piano Teacher
Self - Employed
06.1994 - 06.2004
- -Taught children and adults of all ages (piano and theory)
- -Prepared students for RCM exams, piano recitals & festivals
Education
Music composition and Senior Concert Band
Burnaby North Secondary School
Chinese History & Literature
Mon Keong Chinese School
Skills
- 15 years of Staffing Scheduling experience within healthcare
- Sound Knowledge of Collective Agreements (BCNU, HEU, BCGEU & IUOE)
- Ability to speak fluently in English Cantonese & some Mandarin
- Excellent customer service, able to multi-task, good telephone manner
- Proficient in the following Scheduling Systems: (Kronos ESP, Procura, GoldCare, eMVS / Work Brain, Comvida)
- Typing speed 70 wpm
- Ability to use Microsoft Word, Microsoft Excel, Microsoft Outlook Express, Internet Explorer
Languages
English
Native or Bilingual
Chinese (Cantonese)
Professional Working
Chinese (Mandarin)
Limited Working
Timeline
Program Clerk
Fraser Health Services Authority
03.2020 - Current
Staffing & Unit Clerk
Fraser Health Services Authority
01.2018 - 01.2020
Staffing Scheduling Clerk
Provincial Health Services Authority
09.2014 - 04.2018
Timekeeping Clerk
BC Ambulance Services
09.2013 - 05.2014
Client Service Specialist (Scheduler)
Revera Home Health
04.2012 - 09.2013
Customer Accounts Representative
Accenture BPO Utilities Inc.
05.2011 - 03.2013
Piano Teacher
Self - Employed
05.2010 - 05.2011
Financial Service Advisor
JP Morgan Chase Bank
05.2004 - 03.2010
Piano Teacher
Self - Employed
06.1994 - 06.2004
Music composition and Senior Concert Band
Burnaby North Secondary School
Chinese History & Literature
Mon Keong Chinese School