Phone: 647-628-3865
E-mail: vanessa.veevee@gmail.com
800 McCue Dr.
Oshawa, ON
L1K 0R1
Vanessa Vasquez
Objective
Summary of
Qualifications
Seeking a challenging position where I can grow professionally and personally with a reputable
organization.
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Superior in customer service
Honest, reliable, productive, and professional in appearance and presentation
Ability to interact compassionately and calmly with others
Willing to take initiative to help and learn
Excellent organizational skills and detail oriented
Great analytical, decision making, and problem-solving skills
Able to work independently and as a cooperative team member
Proven excellent interpersonal and communication skills
Demonstrated pattern of good attendance
Knowledge of Meditech patient care information system
Excels at multi-tasking in a fast-paced environment efficiently and accurately
Able to type 40-45 words per minute
Proven computer skills including Word, Excel, Outlook, and the Internet
Motivated to do more and to learn more.
February 2013 – Present
Rouge Valley Hospital (Centenary)
Scarborough, ON
Support Services (CSR)
Work
Experience
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Handle a very high volume of inbound calls by providing excellent customer service with
clear and understandable telephone voice
Input accurate data entry given by nurses, doctors, and team leaders.
Dispatch support service tasks to Personal Support Representatives, Faculty Support
Representatives, and/or Environmental Support Representatives for both Centenary and
Ajax sites.
Interact compassionately and calmly with patients, visitors, and hospital staff
Perform clerical duties as assigned
Provide helpful information to patients and visitors
Maintain the confidentiality and privacy of patient health information and personal
information of staff
November 2011 – February 2013
BMO Financial Group
Mississauga, ON
Customer Contact Agent (Everyday Banking)
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Handling a high volume of inbound calls and using the Customer Conversation Framework
to build and develop customer relationships.
Effectively manage the customer’s initial request and then through additional probing,
position solutions targeted to the needs of the customer.
Consistently met and exceeded sales targets
Acquired additional skill sets allowing me to assist customers with virtual account opening.
Analyzing client needs, resolving clients concerns, and proactively offer solutions
Successfully manage the three accountabilities required in my role: quality, sales, and
productivity.
December 2008 – October 2010
Business Service Consultant
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Rogers Communications Inc.
Brampton, ON
Provided outstanding customer service in a consistently positive and helpful manner
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Assisted customers with billing inquiries as well as processing requested account changes
and accounts receivable on high revenue business accounts
Ensure that the customers’ accounts are completed efficiently and accurately
Liaise between team manager and clients on specific issues
Implemented effective probing skills in order to extract information from customer to
ensure that they receive the best service
Consistently met and exceeded sales targets and goals
Conducted one-on-one coaching sessions with team members
Provided floor support as a Subject Matter Expert for new hire employees
March 2006 – September 2008
Erin Mills Volvo
Mississauga, ON
Service Advisor
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Oversaw and resolved customer concerns with their vehicle
Communicated with technicians to confirm nature of mechanical problems and advocated
solutions
Assisted customers with requests for repair and obtain customers written approval on all
repair orders
Booked service appointments for customers according to maintenance schedules for their
vehicle
January 2007–November 2008 Cawthra Gardens Nursing Home Mississauga, ON
Volunteer
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Assist with all activities of daily living, including bathing, toileting, dressing, mobility and
feeding
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Provide optimal support
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Clean and tidy resident rooms
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Recognized and report changes in clients’ behavior/conditions
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Work with individuals with cognitive impairment and mental issues
September 2005 - March 2006
Cooksville Dodge
Mississauga, ON
Appointment Coordinator
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Operated a multi-line telephone system to transfer all incoming calls to the appropriate
individual/department in a courteous and professional manner
Resolved customer concerns
Processed and received payments for customer transactions
Scheduled appointments with customers for the service department
Durham College (2013 - present)
General Arts & Science – Health Preparation
Sheridan College (2010-2011)
Community and Justice Studies Program
Education
Father Michael Goetz Secondary School
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Ontario Secondary School Diploma
REFERENCES AVAILABLE UPON REQUEST