Kerry-Ann Thompson Administrative and customer service professional

Ottawa, ON

Administrative and customer service professional who is committed to excellence, with a proven ability to work in a dynamic, fast-paced environment and build customer relationships which inspire loyalty and confidence.

Administrative/Clerical Support

*Fast and accurate typist (75 – 85 wpm) with attention to detail
*Proficient at data entry and data verification
*Entered large volumes of data into various electronic databases
*Exceptional editing, proofreading, researching and writing skills
*Intermediate proficiency in MS Office

Medical Skills & Experience
*Experienced in claims processing including analyzing information to determine eligibility
*Knowledge of Insurance, OHIP/MOH Procedures, Emergency Registration, Admissions, Outpatient Registration, Bed Control; Code Patient/Relocate Scheduling, Medical/Hospital Terminology
*Training in hospital administration combined with experience at the Queensway Carleton Hospital, Health Canada, the Medical Council of Canada and the Royal College of Physicians and Surgeons

Core Skills & Abilities
*Passion for client service
*Ability to work independently with minimal supervision, as well as work effectively within a team
*Highly developed problem solving, judgment and decision making skills required to deal with unexpected situations or issues
*Ability to work under pressure and meet tight deadlines
*Ability to adapt to changing deadlines and priorities
*Strong time management and organizational skills
*Maintain confidentiality, tact, and discretion at all times

Relevant Experience
Customer Service Representative, Scotiabank                                                               July 2017 – Present

– Accurately and efficiently process day-to-day banking transactions including wire transfers, mortgage payments, bill payments, etc. for a high volume of customers
– Balance three teller cash drawers daily/end of each shift
– Increase customer satisfaction and loyalty through service excellence
– Respond to customer inquiries and resolve customer concerts on the spot and/or escalating as appropriate
– Identify referral opportunities
– Comply with regulatory and internal bank guidelines to minimize the Bank’s exposure to risk

Intake Agent (Temporary Contract), RCPSC                                                           April 2016 – June 2016

– Printed, sorted, and acknowledged candidates’ Assessment of Training applications for examination eligibility
– Reviewed applications for accuracy and supporting documentation
– Assembled candidates’ files and processed their applications in COL and ALPHA database
– Identified duplicate files and assigned to proper Credential Agent; flagged missing universities in ALPHA; sent follow-up correspondence for missing information
– Processed credit card authorization forms and coded candidates’ assessment fees for Finance department

Co-Manager (Mat Leave Replacement), Danier Leather                             March 2014 – October 2014
– Directed training of new recruits and coached staff on how to increase KPIs – Conversion, ADS and UPT – through suggestive selling and product knowledge
– Developed and implemented strategies to increase store performance and meet daily sales goals
– Appointed Product/Visual Manager; executed and maintained visual standards and directives; ensured new products were properly featured on the sales floor and completed merchandising in line with Danier branding
– Submitted weekly market report to District Manager every Sunday
– Oversaw daily store operations, created weekly schedule, and processed payroll

Customer Service Representative (casual), Bank of Montreal                      March 2014 – August 2014
– Completed a wide range of financial transactions including deposits, bill payments, bank drafts, foreign exchange, and other account transactions quickly and efficiently
– Identified sales opportunities by engaging customers in conversation, suggesting products and services to meet their financial needs, and creating referrals for other team members when appropriate
– Ensured strict adherence to bank policies and procedures
– Consistently delivered extraordinary customer service to BMO clients and ensured accuracy of all customer transactions
– Balanced cash drawer and reconciled transaction receipts at start and end of each shift

Assistant Manager, Club Monaco                                                                 September 2012 – March 2014
– Supported the leadership of the Store Manager
– Responsible for all store opening and closing procedures, including balancing multiple cash drawers, and resolving overages/shortages
– Appointed Brand Ambassador within first six months of employment
– Motivated staff and delegated responsibilities to achieve daily store goals; sales grew consistently during 1.5 years working there
– Managed sales floor and zone coverage to maximize sales opportunities and maintain customer focus
– Created weekly schedule and processed payroll
– Coached team on ways to drive sales through promotions, suggestive selling, add-ons, and other techniques
– Consistently exceeded all personal sales goals; was top selling Assistant Manager in district
– Effectively managed customer feedback
– Ensured proper training on product and branding
– Kept team focused on priorities and communicated clear objectives
– Understood and supported the visual direction for the Club Monaco brand
– Provided a clear sense of direction for Stylists

Medical Claims Analyst, Sun Life Financial                                                          June 2008 – June 2010
– Reviewed medical plans, claimant eligibility, and guidelines to determine appropriate adjudication
– Determined correct method of payment and denial for drug and medical claims
– Sent follow-up letters for any missing or incorrect claimant/policy information
– Reviewed completed claims and enrolment forms for accuracy
– Identified questionable claims, payments or system issues and adjusted them accordingly
– Entered and verified benefit coverage, member information, and third-party provider credentials in Sun Life database

Data Entry Clerk, Medical Council of Canada                                                            Dec 2005 – Dec 2006
– Entered candidates’ information from application forms into the registration database for all Council examinations
– Identified and resolved coding discrepancies and fee adjustment issues in MCRS
– Produced complete letters for candidates, edit lists, deposit lists, file and mailing labels
– Assembled files, applications, and correspondence
– Assisted with assembly of examination entrance cards and result letters for mailing
– Prepared deposits of all payments for Finance and co-ordinated refunds with Finance
– Checked edit lists for all examinations to ensure data accuracy
– Prepared and verified microfiche records

Hospital Patient Registration Specialist Program — CDI College                                          2005

Office Administration Program — Algonquin College                                                              2002

High School Diploma — Portland High School                                                                          2001


References available upon request.