Tania Castonguay
Client Service Specialist And Administrative Systems Support
Smiths Falls,ON
Summary
Successful Client Service Representative and Administrative Systems Support Specialist with 10+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
5
5
Certificates
Work History
Administrative Systems Support - Central Intake
Lanark Leeds Grenville Addictions and Mental Health
Smiths Falls, ON
01.2021 - Current
- Offer compassionate and attentive guidance to patients during moments of crisis and trauma.
- Explain eligibility requirements, application details, payment methods and applicants' legal rights during intake assessment.
- Complete intake assessment forms and filed clients' charts via EMH Ware software.
- Answer phone calls and provided new clients with required information to initiate service.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork
Vaccine Scheduler and Trainer
Ian Martin Ltd - Ontario Ministry Of Health
Remote, ON
03.2020 - 01.2021
- Leveraged knowledge base and informational materials to offer guidance to callers and provide accurate information
- Utilized Salesforce CRM and Covaxon software to book appointments
- Promoted to Trainer and Mentor for new employees
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Collaborated with team members to achieve target results.
- Managed up to 100 calls per day.
Clinic Administrator
Hearing Center
Brockville, ON
02.2018 - 12.2020
- Coordinated patient care services with staff, physicians, patients and other practice departments.
- Processed office payments by contacting patient insurance and establishing payment arrangements with patients.
- Prepared and retained records, files and reports according to various government and practice standards. Used TELUS EMR system software.
- Performed basic hearing aid repair and maintenance. Cleaned hearing aid equipment for customers and set up new sets.
Store Manager & Volunteer Coordinator
Salvation Army
Smiths Falls, ON
10.2013 - 02.2018
- Coached sales associates in product specifications, sales incentives and selling techniques, significantly increasing customer satisfaction ratings.
- Reviewed and monitored scheduling, purchases and other expenses to maintain quarterly budget.
- Prepared annual budgets with controls to prevent overages.
- Scheduled and led weekly store meetings for all employees to discuss sales promotions and new inventory while providing platform for all to voice concerns.
- Promoted team collaboration, performance and efficiency by fostering healthy environments focused on mutual success.
Citizen Service Officer
Calgary Housing Company
Calgary, AB
09.2008 - 12.2012
- Offered friendly and efficient service to clients, handled challenging situations with ease.
- Entered customer interaction details in sales system to track requests, document problems and record solutions offered.
- Communicated with clients regarding account services, statements, and balances.
- Facilitated communications through management of inbound and outbound customer calls / in-person visits.
- Entered customer information into customized computer system with IRIMS and JD Edwards to document and organize client records.
- Educated clients on company systems, form completion and access to services, often with language and physical barriers.
Control Room Operator / Dispatcher
G4S Security
Toronto, ON
01.2003 - 01.2007
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures and goals.
- Directed dispatching, routing and tracking of 20 fleet vehicles.
- Received new orders, prepared documentation and assigned personnel.
- Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
- Responded to over 100 daily caller requests with information about assistance and timeframes.
Education
College Diploma - Office Administration - Medical and Legal
Algonquin Careers Academy
Ottawa, ON 10.2015 - 04.2016
College Diploma - Journalism and Public Relations
Humber College of Applied Arts And Technology
Toronto, ON 09.1999 - 05.2002
Bachelor's Degree - BA Law Studies
Carleton University
Ottawa, ON 09.1995 - 05.1998
Skills
Administrative Support
Client Service - phone and in-person
Microsoft Office proficient
Documentation and reporting
Organization and Time Management
Multitasking Abilities
Decision Making
Critical Thinking
Knowledgeable in CRM systems
Objection handling
Excellent Communication
Active Listening
Staff Management
Verbal and written communication
Certification
Medical Terminology Certificate - St. John's Ambulance
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Quote
The way to get started is to quit talking and begin doing.
Walt Disney
Timeline
Medical Terminology Certificate - St. John's Ambulance
02-2021
Administrative Systems Support - Central Intake
Lanark Leeds Grenville Addictions and Mental Health
01.2021 - Current
First Aid CPR/AED Level C - St. John's Ambulance
10-2020
Vaccine Scheduler and Trainer
Ian Martin Ltd - Ontario Ministry Of Health
03.2020 - 01.2021
Salesforce CRM certification
03-2020
Clinic Administrator
Hearing Center
02.2018 - 12.2020
Microsoft Office Specialist Certification - Microsoft
09-2017
Non-violent Crisis Intervention (NCVI)
01-2016
College Diploma - Office Administration - Medical and Legal
Algonquin Careers Academy
10.2015 - 04.2016
Store Manager & Volunteer Coordinator
Salvation Army
10.2013 - 02.2018
Citizen Service Officer
Calgary Housing Company
09.2008 - 12.2012
Control Room Operator / Dispatcher
G4S Security
01.2003 - 01.2007
College Diploma - Journalism and Public Relations
Humber College of Applied Arts And Technology
09.1999 - 05.2002
Bachelor's Degree - BA Law Studies
Carleton University
09.1995 - 05.1998