Allison Jonassen Email & Phone Number

Ottawa, Canada Area

Manage a team of 12, including on-boarding, coaching, absence management, amongst orther activities,

• Answering and directing queue driven enquiries from workplace parties, internal business partners, injured workers and others in response to telephone enquiries. • Prompting callers for needs, taking action to resolve enquiries with a first call resolution focus.• Identifying and taking appropriate action when dealing with callers that require special call handling. • Completing and sending out letters and forms to workers and employers. • Completing on-line memos for referral to appropriate staff. • Checking database for availability of staff and referring enquiries when appropriate. • Allocating claims to Adjudicators and Case Managers. • Maintaining and updating internal databases for workers as required. • Providing information and assistance to workplace parties, internal business partners, injured workers and others by accessing various internal computer systems. • Responding to general enquiries from clients regarding their claim. • Generating and sending forms to workers and employers.• Partnering with other departments to provide accurate and timely responses to enquiriesComputer systems: CICS, TPX, Website, Microsoft Outlook, YES Database, KM Tool, Microsoft Office

Ottawa, Canada Area

Customer Service Representative 2000 -2009• Investigated and cleared order discrepancies as well as adjusted order information and client profiles to reflect correct data • Responsible for clearly explaining services and processes in written format via e-mail• Able to form an effective partnership with clients, helping them to analyze their requirements and assisting them in arriving at the best solutions for their needs• Facilitated groups of between 10 – 20 people, in leader led training with respect to ergonomics and the principles involved in ergonomics• An energetic and dedicated individual with a logical approach to analysis; troubleshooting quickly and accuratelyWorkforce Management 2009-2013• Maintained various systems; updating and inputting data, with a strong attention to detail• Created and maintained absence records; analyzing trends• Maintained employee skills matrix• Received, organized and assigned workload to associates• Analyzed data and results to produce reports, revise workload volume, explained results and justified discrepancies. • Followed up on outstanding work to determine time to completion.• Scheduled meetings and training sessions for multiples queues.• Determined repercussions of unexpected situations and took action. • Create job aids for processes in order to maintain consistency. • Act as a resource person by providing guidance to end users regarding payroll and paid days off.Trainer/Coach 2013• Plan and create a comprehensive training package for processing payroll in the entire RRT. • Establish step by step job aid for Workforce Management team in Toronto using snag-it application. • Run preliminary training session to reduce errors and knowledge gaps. • Involve key players to determine roadblocks and implement proper process in order to meet needs.• Train auto dialler process, payroll process. Assisted in training new version of NICE IEX• Develop and Maintain job aides and training documents

Diploma, Business Administration And Management, Information Systems

Activities and Societies: President of class, Senior year

Business Administration - Information Systems