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Customer Service Security Officer

Longueuil, Quebec, Canada
February 11, 2018

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***-**** ****** ** *******, Saint Hubert Quebec J3Y 3R6

Telephone # 450-***-**** E-mail:


Bilingual Customer Account Representative with over 10 years of experience

Experienced dealing with various types of clients, insurance companies, financial institutions and auto dealerships

Proactive and goal-driven with an excellent ability to achieve results

Persistent, thorough, precise and systematic…You lose them - I find them

Team player and motivated to provide solutions to problems and improvements to processes


Increased the accuracy of GM Financial/Financialinx’s Customer databases that has led to a decrease in mailing costs and an increase in staff and supplier productivity and efficiencies

Decreased Quebec Student Loans outstanding arrears over 90 days by over 75% at BDP now called Resolve

Outstanding recognition from the Chairman of the Board of Scotiabank for my efforts in increasing the annual United Way Campaign contributions by 150%

Received an Area 19 Governor’s President Distinguished Award from Toastmasters International


General Motors Financial of Canada Ltd/Financialinx Corp. Toronto March 2002 – March 2017

Auto Leasing Administration Company with 170 employees and $3 billion in auto receivables and leased vehicles.

Bilingual Customer Account Representative/Tracer - Risk Management

Responsible for the following:

Skip tracing for a portfolio of over 100,000 vehicles across Canada.

Traced over 1350 clients in the past year Over 1650 phone calls made and received year to date Dealing with various types of Clients, Insurance Companies, Financial Institutions and Auto Dealerships.

Bias for action. Proactive and results orientation. Credit Bureau extractions, analyzing, reviews and updates.

Communicating, advising and assisting GM Financial’s Legal, Collection, Insurance and End of Lease Departments. Member of the Health & Safety Committee. First Aid Certified to December 9, 2019.

Ownership and accountability of problematic “out of the box” account issues and collaborate to ensure Company success and client retention. Ability to be persistent, thorough, precise and systematic. Collection of past or over due accounts. Extensive use of analysis, Internet and Research programs in my daily work including mail return.

Driven to see tasks through to completion, making people look good, dealing with client idiosyncrasies and then putting them back on track.

BDP renamed to Resolve Corporation now owned by Davis + Henderson

Toronto December 1998 – March 2002

Data Processing Company with over 1000 employees

Bilingual Account Services Representative CSR – Scotiabank’s Government Student Loan Portfolio

Responsible for the following:

Processing and reviewing a student loan portfolio in excess of $70,000,000.00.

Liaising with students, colleges, universities, government and banking institutions

Processing all types of Quebec student loans with special emphasis on loan continuations.

Collection of money owing from delinquent students.

Claiming unpaid student loans from the government.

Check, verify and update government and Scotiabank's student files. Communicate and review with government to ascertain accuracy of files.

Communicate, assist, advise and follow up with students, provincial government and over 100 branches with loan processing, maintenance and problem resolutions.

Translate bank and customer letters and documents from French to English for internal clients.

Extensive use of MS Word and Excel.

Suggested an improvement in procedures that drastically reduced irate phone calls from clients and improved productivity and streamline workflows for the department.

Improved various Word and Excel databases.

BANK OF NOVA SCOTIA Toronto January 1990 – November 1998

Executives Offices – Scotia Plaza

Security Officer/Control Room Assistant Operator

Responded to emergency situations ranging from fire alarms, security breaches, bomb threats and

tenant disturbances. Coordinated with external emergency response task forces to establish safe and orderly evacuations in case of emergency.

Trained new employees in security procedures

Wrote and designed a policy and procedures manual for the new access control digital security system. Produced and processed digital security access badges for all bank personnel.

Awarded "Outstanding Achievement" recognition from the Chairman of the Board for increasing United Way campaign contributions by 150% in 1998.

Awarded various service excellence commendations.


M.B.A 1st year completed (McGill University)

B. Comm (Concordia University) Major: Human Resources Management


York Region Community & Health Services - Food Handler Certificate to January 30, 2021

St. Johns Ambulance, Certificate in First Aid and CPR to December 9, 2019

Business English, Institute of Canadian Bankers

Resolving Conflict, Fire Extinguisher Training Program, Phoenix

SOS, Emergency Response Technologies


Thornhill Village Annual Festival Food Vendor Organizer

Horticultural Society Director activities.

Toastmasters International - Past Area Governor/Director - President Distinguished

List five reasons to hire you over someone else:

1. Reliable & results oriented 2. Planning, motivating and able to get along with others

3. Able to offer never ending solutions to an existing problem

4. Ability to be persistent, precise, proactive, thorough, and systematic

5. Positive attitude and the ability to communicate in French

List five adjectives to describe yourself:

1.Patient 2. Persistent 3. Ingenuity 4. Tenacious 5. Sincere and supportive

I possess a deep interest in the Customer Service and Administrative fields, enjoy working with people and have extensive exposure to many of the industry’s issues through my employ with several small companies, a major municipal government and a large financial institution. Good team player with excellent negotiating skills for cost effective results. Seeking an opportunity to become a key contributor in achieving corporate goals.

Contact this candidate