Zuleica João
Customer service representative
Brossard,QC
Summary
Quick learner, proficiency in administrative and client management. Excellent people skills when interacting with people of different socioeconomic backgrounds. Self-motivated and hardworking; passionate about details.
Overview
6
6
years of professional experience
Work History
Patient Care Center Representative
Vision Group Canada
06.2023 - Current
- Translated documents, forms and other materials from in English, French and Spanish.
- Met all call quality standards and daily quotas for first-call resolution.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
- Developed strong relationships with clients by offering personalized assistance tailored to their individual needs and preferences.
- Improved patient satisfaction by efficiently managing appointment scheduling and coordinating follow-up care.
- Resolved patient complaints promptly, demonstrating empathy and understanding while seeking mutually beneficial solutions.
- Coordinated referrals to specialists when necessary, ensuring seamless continuation of care for patients with complex needs.
- Increased efficiency of office operations through proper management of medical records and filing systems.
- Educated patients on importance of preventive health care and insurance coverage.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Supported clinic managers in implementing new policies or procedures for improved patient care delivery.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Kept abreast of the latest industry trends and best practices to ensure the delivery of relevant, cutting-edge services to patients.
- Implemented effective time management strategies that allowed me to balance multiple responsibilities, resulting in improved productivity and patient satisfaction.
- Managed high call volume, prioritizing urgent issues and directing calls appropriately for optimal resolution.
Owner and Operator
Liya Fe Pattiserie
02.2018 - 04.2023
- Owner and operator of personalized pastry business
- Pastry Chef teacher of Baking Day camp
- Social media management, administrative and client management.
Pastry Chef
Forno West
01.2021 - 01.2022
- Streamlined inventory management processes to minimize food spoilage while maintaining adequate stock levels.
- Prepared all pastry items in accordance with standards of quality, quantity control, taste, and presentation.
- Maintained well-organized mise en place to keep work consistent.
- Personalized creations for holidays, weddings, graduations, and personal events.
- Followed food safety standards when handling ingredients.
Education
TESL Graduate Certificate - Teaching English As A Second Language
Centennial College
Toronto, Canada12.2025
Grand Diploma in Professional Pastry Arts - Culinary Arts
The International Culinary Center
New York, NY01.2016
Bachelor of Science - Business Administration
ECPI University
Virginia, USA04.2015
High School Diploma -
Washington School
Buenos Aires, Argentina03.2009
Skills
- Client Services
- Document and Records Management
- Project management abilities
- Complaint resolution
- Proficient in Microsoft Office
- CRM Software
- Administrative and Office Support
- English, French, Spanish and Portuguese Fluency
- Creating and managing E-commerce websites
- Administrative and financial skills
Additional Skills And Experience
Experience with teaching children and adolescents, Proficient in Microsoft Office software, Invoicely, QuickBooks and Stripe, Fluent in written and spoken English, Spanish, Portuguese and French, Excellent customer service and communication skills in the hospitality industry, Administrative and financial skills, Social media management, Creating and managing E-commerce websites
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
French
Full Professional
Portuguese
Native or Bilingual
Timeline
Patient Care Center Representative
Vision Group Canada
06.2023 - Current
Pastry Chef
Forno West
01.2021 - 01.2022
Owner and Operator
Liya Fe Pattiserie
02.2018 - 04.2023
TESL Graduate Certificate - Teaching English As A Second Language
Centennial College
Grand Diploma in Professional Pastry Arts - Culinary Arts
The International Culinary Center
Bachelor of Science - Business Administration
ECPI University
High School Diploma -
Washington School
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