• Extensive experience providing care, guidance and counseling clients
• Proficiency with Ms Office applications: Word, Power Point, Excel, Internet and Access
• Strong customer issues are resolved at the first instance.
• Knowledge of office duties: reception, archiving, data entry, filing and scheduling
• Enthusiastic team player with ability to work independently with minimal supervision
• Bilingual: fluent in English and French language (spoken and written)
• Flexibility: ready and able to work every shift.
Bilingual Clinical Case Coordinator & CSR
From August 2010
Coordinating day-to-day project activities (i.e., responding to client/internal inquiries and troubleshooting) and communicating effectively and on an ongoing, scheduled basis program status to account manager/project director.
Managing production of training materials and participate in training activities for new and existing employees/projects and participating in business review meetings with the client.
Responding to clients concern regarding actions, side effects of medications and providing emotional supports
Processing documents related to physician and health professional registration/initiation, as assigned and Coordinating, processing the assembly, receiving and Inventory tracking.
Helping new agents to do online search of Pharmacists, Medicals Officers, Nurses and other health care providers and making calls to institutions and to the boards then updating into the companyfs data base system.
Supporting collection and performing data entry for projects on going in department and maintaining clinical data accuracy through review of case report forms for completeness and consistency.
Maintaining the study supplies areas neat and organized and Filing of project related documents. Managing and participate in the project technical set up (i.e., telephony, data collection tools and processes, reports and project reporting requirements).
Managing production of training materials and participate in training activities for new and existing employees/projects also performing translations of documents from English to French language and vice-versa. Creating project specific working instructions.
Bilingual Customer Service Representative
Golden Capital Telecom. Inc.
July 2005 - September 2008
Responded to telephone inquiries regarding products in an efficient and professional manner, in compliance with overall performance standards and departmental service standards.
Resolved clients concerns regarding their orders, deliveries and technical supports.
Assisted the Assistant Manager in creating new scripts, Quick Reference Guides and Questions- Answers Documents pertaining to both new and current products offering, processed, procedures and legislatives changes.
Reviewed and responded to written inquiries from clients, compiles and distributed data for resolution and clients issues and escalated issues that were beyond their scope.
Worked with internal clients, to improve the flow of information and implement any procedural changes.
Trained, oriented, guided and monitored new employees at work place (call centre)
Qualifications & Certifications
Bachelor Degree of Education
University of Ottawa