Malika Lu Email & Phone Number

Ottawa, Ontario, Canada

- Provides direction, training and acts as a lead resource for the Customer Report and Contract Service Agreement Specialists;- Defines and refines processes, oversees workload distribution and ensures quality service is delivered to the sales and account management teams and ultimately customers;- Responsible for communicating, collaborating and working.

Ottawa, Ontario, Canada

- Provides support and guidance to other Customer Report Specialists, trains new hires, and documents all processes for the Customer Reporting team;- Represents the Customer Reporting Team in cross departmental planning and operational meetings as requested to support change and continuous improvement initiatives;- Provides customer reports as scheduled.

Ottawa, Ontario, Canada

- Maintain customer database, analyze data and generate reports;- Provide general administrative support to the Customer Relations team to support management of accounts;- Support in renewal and contract administration;- Maintain promotional supplies and prepare presentation materials for workshops, wellness fairs and other events;

Montreal, Quebec, Canada

- Perform an assessment of the situation or event presented;- Offer coaching to the manager requesting the service;- Organize the intervention and deploy clinicians on site;- Update the Employee Assistance Program coordinators of our client companies, as well as our internal account managers;

Montreal, Quebec, Canada

- Answer telephone calls from employees going through a variety of difficult personal and/or professional situations;- Offer empathetic listening, clarify demands, evaluate the level of urgency and take necessary actions in crisis situations;- Refer the client's request to the appropriate professional from our clinical network according to the level of.

Montreal, Quebec, Canada

- Train Intake Counselors on procedures for clients calling outside of Quebec and for calls received after hours;- Train Intake Counselors on the separate computer system dedicated for those calls;- Ensure ongoing follow-ups with intake counselors regarding procedures and offer support in response to clinical and administrative issues;- Ensure good.