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Customer Service/Administration

Mississauga, Ontario, Canada
January 02, 2018

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Kathy Finn 905-***-****

**** ********** ****** - ***********, ** L5V 2L2

Administrative Operations ~ Customer Service ~ Business Support


Performance-driven leader and collaborative team player offering vast business experience, with specialization in administrative operations and customer service backed by solid background in human resources, sales support, accounting, payroll, data entry, and information systems

Expertise in steering high-volume call center operations, with track record of boosting customer satisfaction and retention levels

Effectively hire, train, develop, and direct top-performing teams

Experienced in developing and implementing standard operating procedures and managing workflow, with talent for maximizing productivity, efficiency, service levels, and bottom-line results

Career Track

Counterforce Inc. – Mississauga, ON

Customer Relations/Dealer Accounting Manager; 2011-2016

Led 5-member customer service team in delivering world-class service and optimizing retention within high-volume call center servicing up to 200 calls daily; achieved 2% increase in customer retention after having previously facilitated 6% reduction in attrition in earlier role

Successfully hired, trained and coached Customer Relations and Dealer Accounting staff

Expertly provided administrative support to internal and external/dealer sales

Oversaw efficient input of sales orders into mainframe system, ensuring timely customer invoicing and commission payments; effectively generated monthly invoices and payments for 65K customers

Proficiently reconciled internal GL and external customer accounts; verified and processed AP

Promptly responded to, troubleshot and resolved escalated customer issues

Customer Relations/Business Unit Administrative Manager; 2007-2011

Steered conversion of Customer Relations from outsourced provider to internal servicing of 150-200 inbound calls daily, with emphasis on maximizing customer service and retention levels

Successfully established standard operating procedures for Customer Relations Department and managed all staffing, from hiring and training through ongoing leadership

Efficiently processed bi-weekly payroll for 25 staff; additionally verified and processed employee expenses along with AP

Supported business operations, from providing internal sales department support and coordinating travel arrangements for business unit to ordering office supplies and maintaining equipment

Chubb Security – Mississauga, ON

Residential Business Unit Admin Manager; 2001-2007

Demonstrated sharp business acumen in managing broad department operations spanning administrative, AP and payroll through customer service and sales support

Performed data entry of all sales orders and equipment as well as closed completed orders to consistently achieve aggressive monthly cash flow metrics

Reduced and maintained attrition at 5% by ensuring customer satisfaction and loyalty through delivery of superior service in handling high volume of calls


Education/Professional Development

Essential Elements of Management, Sheridan Corporate Learning and Development

Essential Elements of Supervision, Sheridan Corporate Learning and Development

Customer Service and Management Courses, STAR12 National Training, ACE Certification Program

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