Greater Toronto Area, Canada
Other skills include: -Customer service -Administrative/reception duties -Software skills: Microsoft office applications, various claims systems, computer graphics programs -Organized, adaptable & detail oriented -Creative -File management -Phone communication & correspondence -Data collection/document analysis -Over 5 years of telephone crisis counselling experience -Event planning and public speaking
• Coach staff on their observed skill strengths and areas with opportunity for improvement • Moderate support chats and provide key updates to staff regarding procedure changes • Give direction to staff on contact centre operations, Access York procedures and partner policies • Monitor CISCO system and phone queues ensuring smooth operations and the maintenance of service levels • Liaise with program area partners to validate information and to improve processes • Report concerns to management regarding call trends and staff concerns • Manage escalated customer complaints
• Provide training to the Learning and Development staff on the Ontario Works intake and Acess York email processes • Collaborate with the Learning and Development team in the development of training materials for Ontario Works Intake and Emails processes • Provide on the job training to staff through job shadowing • Facilitate huddles on various topics including the functions of Integrated Benefits Administrative Unit and the Acess York File Transfer processes • Collaborate on mapping and developing new processes • Assist in writing and revising CRM knowledge articles • Troubleshoot issues with staff for various applications including the Social Assistance Management System, the Customer Relationship Management system and Access York emails
• Performed thorough investigations and assessments of automotive claims • Corresponded with claimants and external professionals in the evaluation of claims • Authorized and negotiated payments through settlement negotiations