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Customer Service Manager

Location:
Sherwood Park, Alberta, Canada
Posted:
May 30, 2017

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Coreena Gordon

**-* ****** *********, ** T*E *A* 780-***-**** (cell) ac0j2h@r.postjobfree.com

1

Objective

To hold a position that is challenging, rewarding and allows my extensive experience to be utilized. Profile

Successful business professional with 18+ years of office administrative experience and 25+ years customer service experience. Extensive knowledge of MS Excel, MS Word, Access, Outlook, Visio and PDF documents. Detail orientated with ability to multi task multiple projects at one time. Motivated, dependable and versatile with a focus on team building to generate an efficiently run department. Employment History

CLAIMSPRO LP, by its general partner

SCM INSURANCE SERVICES GP INC. – Feb. 18, 2014 to Mar. 1, 2016 Supervisor – Administrative Services (Edmonton Branch)

Oversee 11 administrative staff.

Coordinate and work with the 7 administrative district staff to offer coaching, training and ensure district continuity in all processes is being maintained.

Responsible for new hires including candidate selection, interviews and coordinating offers.

Perform annual staff reviews.

Reviewed staff personal appointment process where time was paid. Changed process to not paid and time must be made up. Time used was drastically reduced saving the company time and money.

Review and streamline all administrative positions, duties and responsibilities of all staff to ensure optimal performance is achieved.

Created process for cross district admin coverage.

Created internal processes and procedures:

- cross training of staff for multiple positions to ensure seamless coverage

- created training manuals for each position

- revised process for the handling of claim evidence and salvage to be more efficient

- created process for the handling of file destruction

Managed the day to day office requirements such as office supplies, kitchen supplies/schedules, office equipment, maintenance work orders etc.

NATIONAL HOME WARRANTY GROUP INC. AN AVIVA COMPANY - 1998 to 2013 Home Warranty Generalist (Aug 2010 to June 2013)

Responsible for control and maintenance of all policies and procedure manuals and dissemination of changes.

Maintain library/control of all contractual documents including policy wordings ensuring all changes follow corporate governance and protocol.

Maintain library/control of all printed forms and material; internal forms and documents including ordering, changes and usage logs.

Assist in the development of companies self review/quality assurance processes. Perform audits of divisions to ensure they are in compliance with policies, processes and authorities.

Perform annual internal audits to ensure all departments and staff perform within the set guidelines

Administrator of security held by the company to include administration, entering, releasing and reporting.

Assist in the development and maintenance of all public facing initiatives including brochures, website and advertising. Assist clients with the usage of the company logo for advertising and website usage.

Responsible for all monthly reporting and reconciliations. Coreena Gordon

52-3 Avenue Ardrossan, AB T8E 2A2 780-***-**** (cell) ac0j2h@r.postjobfree.com 2

Senior Compliance Officer (2007 to 2009)

Develop, initiate, maintain and revise policies and procedures for the general operation of the company and its related activities to prevent illegal, unethical or improper conduct.

Perform annual internal audits to ensure all departments and staff perform within the set guidelines.

Developed departmental procedure manuals to ensure the day to day operations are in compliance with the policies of the company and all regulatory organizations.

Ensure all required licenses and courses are up to date for staff.

Administrator of the company’s new database system, working closely with the developer to design, test and initiate the system. Ensure that any current system changes or any future system phases met the functionality required for data collection and reporting.

Performed quarterly commission reporting for commission based staff.

Prepare monthly bordereaux reporting for the company’s insurer. Business Development Trainer/New Builder Representative (2005 – 2007)

Work with builders on compliance of National’s processes and procedures.

Offer training of filling out forms and instruct on timelines to submit paperwork.

Handle prospective new single family builder members and stand alone warranty product: explain the program, membership requirements and application process.

Work with the Underwriter to finalize the application process of builder’s rate and security requirements.

Make customer service call to existing clients.

Administrator of the company’s database system.

Performed quarterly commission reporting for commission based staff.

Prepare monthly bordereaux reporting for the company’s insurer. Manager – Administrative Services (2002 – 2005)

Oversee all administrative staff in multiple offices.

Review and streamline positions, duties and responsibilities of staff to ensure optimal performance is achieved.

Manage the day to day office requirements.

Maintenance of office library, including cataloging, distribution, and record keeping.

Assuring office is neat, and stocked with necessary tools for functionality.

Recruited, hired and supervised administrative staff, reception and general office operations.

Revitalized underperforming procedure to ensure optimal performance is achieved. Resulted in a 75 % increase in productivity and drastically reduced labor costs associated with the out of date process.

Liaison with IT for maintenance and company requirement. Administrator of the company data base.

Create and maintain form and document creation.

Responsible for vendor selection, ordering and purchasing inventory and supplies.

Set up client mail merge system for mass mail outs, faxes and e-mails.

Administrator of the company’s database system.

Performed quarterly commission reporting for commission based staff.

Prepare monthly bordereaux reporting for the company’s insurer. Renewal & Security Administrator (2001 – 2002)

Perform daily/monthly duties regarding client annual renewals.

Create invoices, letters and correspondence to clients.

Perform system data entries.

Monitor and maintain client security requirements including letters of credit, cash deposits and financial guarantee bonds.

Create monthly security reports for company’s insurer.

Administrator of the company’s database system.

Performed quarterly commission reporting for commission based staff. Coreena Gordon

52-3 Avenue Ardrossan, AB T8E 2A2 780-***-**** (cell) ac0j2h@r.postjobfree.com 3

Prepare monthly bordereaux reporting for the company’s insurer. Renewal & Enrollment Administrator (Nov/1998 – 2000)

Perform daily/monthly duties regarding client annual renewals.

Create invoices, letters and correspondence to clients.

Perform system data entries.

Process enrollment registrations payments.

Create the daily deposit paperwork.

Perform daily bank deposits for company.

Prepare monthly bordereaux reporting for the company’s insurer. File and Data Entry/Warranty Clerk (Feb/1998 – Oct/1998)

File all client paperwork on a daily basis.

Perform data entry of warranty information.

Issue warranty documentation to homeowners.

Education

1978 – Salisbury Composite High School – Completed grade 11 1997 – Grant MacEwan University – Extensive computer training course 2003 to 2004 – Leadership 1 & 2 Course

2004 – Power Communication Course

2015 – L.E.A.P. Manager training program (Leadership Excellence Advancement Program - Through ClaimsPro) Volunteer Experience

Navy League of Canada (Cadets) – President for 4 years, Vice President for 1 year & Fundraiser/Liaison for 3 years

Duties: Oversee all aspects of the organization, organize special events, camps and fundraisers, liaison with the Department of National Defense

Interests

Camping, reading, spending time with family, crosswords/sudukos and exercising References:

Janelle Ryerse – Branch Manager, ClaimsPro – Phone (780) ***-**** Cell 780-***-**** Sarah Hirst – District Manager, ClaimsPro – (780) ***-**** Colleen Wilson – Operations Manager, National Home Warranty Group Inc. – (604) ***-****



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