Tishana Erwin
Kelowna,Canada
Summary
Highly motivated and empathetic professional with over 15 years of experience delivering exceptional customer service in fast-paced business environments. Dedicated team player who thrives on collaborating with others and possesses excellent communication, computing, and goal-oriented skills. Demonstrated expertise in client intake and case management, ensuring smooth service initiation and ongoing client support. Utilizes strong organizational abilities to maintain meticulous records and streamline client processes. Possesses extensive knowledge of effective communication techniques and problem-solving strategies to enhance the client experience and optimize operational efficiency.
Overview
16
16
years of professional experience
Work History
Intake Officer
Government of Canada
07.2024 - Current
- Receives, screens and forwards/ processes applications and supporting documents on behalf of the Department and its partners
- Verifies and authenticates client identity and or supporting documentation
- Receives and processes requests from clients to change information or apply for services; clarifies discrepancies; and amends the databases or refers information to partners accordingly
- Responds to questions from clients on programs and services and provides value added information, advice and guidance on program and service requirements
Pharmacy Assistant
Lakeside Medicine Centre Pharmacy
02.2022 - 07.2024
- Managed telephone calls according to the established standard and operating procedures
- Prepared and packaged medications timely while adhering to Pharmacy Standards of Practice
- Researched alternative products for unavailable ones to satisfy customer needs
- Planned and ordered additional stocks via inventory management in coordination with the procurement team
Pharmacy Clerk (Part-Time)
Loblaw Pharmacy
07.2014 - 03.2022
- Processed payments promptly using point of sale, employing a sense of urgency to facilitate quick and efficient client service
- Verified insurance status and assisted with the prescription refill process
- Coordinated with associates, working collaboratively to achieve the organization’s mission and vision
- Maintained clean and orderly work environment
Front Desk Supervisor/Part-time Night Auditor & Front Desk Agent
Manteo Resort Waterfront Hotel and Villas
04.2014 - 02.2022
- Leveraged multitasking skills to engage customers while managing the check-in process to enhance the client experience
- Resolved customer complaints amicably via problem-solving while adhering to best practices
- Trained and mentored staff to determine skill gaps for improvements in service delivery
- Minimized operational risks by handling cash payments according to resort policy thus increasing accountability among associates, and supporting the financial goals of the organization
- Produced end-of-day reports, and ensured all accounts were balanced and reconciled
- Managed a high volume of guests within a fast-paced environment
- Provided information regarding local events and activities
Procol Administrative Assistant/ “Telsel” Operator
IGT Foreign Holdings Corporation Ltd
05.2012 - 12.2012
- Monitored purchase order logs, reconciled invoices, contacted customers and suppliers promptly for adjustments
- Drafted detailed ad hoc and scheduled reports using written communication to relay sales for management decisions
- Coached new employees via impactful communication and presentation skills on company policies, and performance standards to augment service delivery
Dispatcher
IGT Foreign Holdings Corporation Ltd
02.2012 - 05.2012
- Responded to 100+ calls daily for troubleshooting and service requests, redirecting calls to different departments for quick order actualization to assure client satisfaction
- Updated call records and other documentation using written communication to capture vital information for future analyses
- Organized calls according to the urgency by monitoring the dispatch board to meet different competing client priorities efficiently
Marketing Assistant
IGT Foreign Holdings Corporation Ltd
06.2009 - 01.2012
- Streamlined database maintenance via organizational skills, guaranteeing efficient and easy retrieval of files, contacts, and project materials
- Developed event strategies in collaboration with the marketing teams to ensure the achievement of set marketing goals
- Performed all assigned duties ethically and professionally, adhering to the regulatory guidelines
Education
Bachelor of Business Administration - Finance and International Business
University of Technology
Diploma - Criminal and Social Justice
Okanagan College
Skills
- Proficient in Microsoft Office Suite
- Customer Focused
- Professional Phone Communication
- Results-Driven Problem Solver
- Effective Communication Skills
- Efficiently Organized
- Effective Time Management
- Collaborative Team Engagement
- Meticulous Attention to Detail
Timeline
Intake Officer
Government of Canada
07.2024 - Current
Pharmacy Assistant
Lakeside Medicine Centre Pharmacy
02.2022 - 07.2024
Pharmacy Clerk (Part-Time)
Loblaw Pharmacy
07.2014 - 03.2022
Front Desk Supervisor/Part-time Night Auditor & Front Desk Agent
Manteo Resort Waterfront Hotel and Villas
04.2014 - 02.2022
Procol Administrative Assistant/ “Telsel” Operator
IGT Foreign Holdings Corporation Ltd
05.2012 - 12.2012
Dispatcher
IGT Foreign Holdings Corporation Ltd
02.2012 - 05.2012
Marketing Assistant
IGT Foreign Holdings Corporation Ltd
06.2009 - 01.2012
Diploma - Criminal and Social Justice
Okanagan College
Bachelor of Business Administration - Finance and International Business
University of Technology
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