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Customer Service and Administrative Assistant

Surrey, British Columbia, Canada
August 11, 2018

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Michele M. Bennett

307-****-*** St Surrey, BC V3V 5H9


Professional Experience

Rogers Communications Toronto, ON 1996 – 2016

Administrative Assistant/Office Manager, Enterprise Risk Management 2010 – 2016

Supported 3 Directors within Fraud Management, Revenue Assurance and Business Continuity with administrative duties including but not limited to, maintenance of office equipment, ordering supplies, calendar management, faxing and filing, coordinating meetings and social event planning.

•Networked and developed relationships with facilities, housekeeping, security, IT and outside vendors to ensure day-to-day operations ran smoothly.

•Lead a team of 4 for the Campus Emergency Response Team as the Floor Warden for Fraud Management by updating procedures to the team, participating in first aid and CPR classes, conducting fire drills and reporting fire drill results to ensure staff safety.

Call Centre - Customer Care, Retention, Activation, Referral and Credit Operations 1996-2010

Succeeded in taking on different roles throughout my tenure at Rogers while maintaining world-class customer service both internally and externally.

•Online (receiving inbound and outbound calls)

•Inbound Executive Referral

•Inbound Retention

•New Hire training

•Floor Support

•Online and Offline Account Restorals and Disconnections (all lines of business)

•Rewrite material for KMT’s (processes and procedures)

•ICM (Inner Circle Member) where one call does it all for preferred customer

•Managed and coached a team of 10 Credit Operations representatives. I monitored their inbound referral calls for productivity and quality to ensure company standards were maintained.


College of North Atlantic 1992 to 1995

St. John’s, NL

Enrolled in Business Management Marketing Program

Harbinger School of Business 1987 to 1989

St. John’s, NL

Media Arts Diploma

Memorial University of Newfoundland 1982 to 1983

St. John’s, NL

Enrolled in Bachelor of Arts Program

Courses: Business, Psychology, Geography & English

Professional Development

Microsoft Excel (Intermediate), PowerPoint (Intermediate), Word (Advanced) 2016

Oracle 2016

Project Management Courses 2016

Technical Skills





ICM, SGI, V21, AS400, Avaya



Business Impact Award (team of 4 employees) Q2 2014 and annual 2014

Fraud Awareness for educating employees on various fraudulent activity inside and outside the company by conducting site-to-site awareness training which resulted in employees having a better understanding of Rogers code of conduct.


Rogers Youth Fund – Boys and Girls Club Scarborough 2013 and 2014

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