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Adrienne Masseo
Customer Service;Case Management Specialist
London,Ontario
Summary
Dedicated Customer Advocate, with over 15 years experience in Customer Service. Actively serving in Case Management. History of exceeding company goals utilizing consistent and organized practices to deliver solution based assistance. Skilled in verbal and written communication, working with minimal supervision and adapting to new situations and challenges to best enhance the organizational brand.
Overview
9
years of professional experience
Work History
Assistance Services Group (Toyota Canada Inc)London, Ontario
Customer Service: Escalations Case Manager
05.2015 - Current
Job overview
- Use critical thinking to identify and break down problems, evaluate solutions and make decisions.
- Daily consultation with both internal and external parties to resolve discrepancies and create expert solutions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Respond to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Participate in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Cross-trained and provided back up for multiple roles within the customer service department.
- Prepare and issue legal documents for vehicle export.
- Manage Better Business Bureau cases.
Dynacare Laboratory and Health Services CentreLondon, ON
Laboratory Technician
02.2014 - 10.2015
Job overview
- Tracked collected specimens by initialing, dating and noting times of collection.
- Operated basic laboratory equipment such as balances, pH meter, colorimeter, spectrophotometer, autoclave and evaporator.
- Completed quality documents and input and saved quality data in appropriate locations.
- Processed patient specimens according to priority and documented results.
- Registered and prepared samples for general analytical testing through data entry, weighing and physical homogenization.
- Entered quality test results, scanned paperwork into SAP and monitored SAP for completion of inspections.
Education
Westervelt CollegeLondon, ON
Medical Laboratory Technician Honours Diploma from Medical Laboratory Science
10.2014
Skills
- Customer Service
- Case Management
- Data Entry
- Conflict Resolution
- Collaboration
- Records Management
- Self-motivated professional
- Fluent in Microsoft Office and Mac Operating Systems
- Flexible and Adaptable
- Decision Making
- Responsible
Accomplishments
- Conflict Resolution - Handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Collaborated on development, and supervised implementation of Vehicle Safety Recall Outreach Program
- Used Microsoft Excel to develop fulfillment tracking spreadsheets.
- Post Secondary Honors Graduate
- Advanced Phlebotomy Certificate
- First Aid / CPR Trained
- Canadian Society for Medical Laboratory Services Certified (CSMLS)
Timeline
Customer Service: Escalations Case Manager
Assistance Services Group (Toyota Canada Inc)
05.2015 - Current
Laboratory Technician
Dynacare Laboratory and Health Services Centre
02.2014 - 10.2015
Westervelt College
Medical Laboratory Technician Honours Diploma from Medical Laboratory Science