● Provides exceptional customer service support to a diverse group of clients from diverse backgrounds for Licensees (Vendors/ Builders), Homeowners, Citizens, and the public via telephone and email ● Respond promptly to inquires from Vendors/ Builders regarding licensing process, license renewals, and new license applications ● Demonstrate strong problem- solving skills by effectively escalating reinstatement requests, late fee waiver requests to Upper Management and ensuring a timely follow-up with Vendors and Builders ● Actively contribute to process improvements initiatives by participating in the development of process documents and email templates used by the entire team ● Manage the info-inbox answering real-time Call Centre inquires in addition to returning voicemails within 24 hours to assist in trouble shooting issues by responding in a timely manner ● Assist new, seasoned applicants trouble shoot issues with new application, renewal application process and providing client walkthroughs seeking HCRA services

• Provides customer service support to a diverse group of clients from different backgrounds and life experiences, as well as staff and the public• Provides information, documents requests/findings for information and directs inquiries to appropriate staff to answer questions/handle requests, consulting with the ClinicalCoordinator or Clinical Lead Nurse Manager/Supervisor as appropriate • Assists with monitoring lines and responds to clients who require information about the MIC• Responds to clients in line who require a more in-depth assessment of eligibility to receive vaccine• Maintains confidentiality in accordance PHIPA and MFIPP • Follows all Health & Safety policies and procedures, including infection control

• Act as a primary first point of contact providing exceptional customer service• Act like an owner by taking accountability for client issues by probing and finding an effective resolution• Focus on each client experience and connect on a personal level to make every interaction meaningful • Batch, scan, process documents and provide administrative support to the team • Maintain well informed knowledge of the Ontario New Home Warranties Act• Follow documented policies and procedures to execute day to day transactions, activities, processes and ensure all Service Level Agreement (SLAs) are met or exceeded

• Support and deliver excellent customer service experiences to our valued members by responding in a timely fashion to all emails, calls, ensuring all Service Level Agreements (SLAs) are met or exceeded• Create accurate statistic (membership numbers, customer service statistics, etc.) reports for Senior Leadership Team (SLT) monthly• Liaise with other departments to ensure Gold Standard of Customer Service is exceeded and setup new Chapter / Individual Profiles in AMS• Ensure Key Performance Indicator (KPI) goals are achieved on a quarterly basis and identify Individual Membership program improvement opportunities and present ideas to Senior Leadership Team (SLT)• Assess and analyze current customer service methods and determine opportunities to improve processes and service levels

• Represented the city of Edmonton while answering inbound calls ensuring a welcoming and professional caller experience• Responded to inquiries and determined services required by listening and probing skills in finding a resolution to the callers needs• Applied problem solving by using multiple systems to handle inquiries researching answers entering service for requests, comments or complaints for investigation and other purposes • Identified and relayed emergency calls to 9-1-1• Responded appropriately to incoming e-mails ensuring consistent service standards

• Contacted potential volunteers via telephone promoting our mission to recruit for canvassers for annual “February and June is Heart Month” campaign• Attained customer satisfaction by understanding and meeting client needs • Took ownership when clients experienced a problem and took the appropriate steps to resolve the problem

• Promoted and showcased Bell products and services at selected retail outlets [such as Best-Buy, Wal-Mart, and Future Shop] • Solidify the customer/Bell relationship and take initiative to go the extra mile to exceed the customers' expectations• Greeted customers, answered calls and provided information on products/services