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Customer Service Administrative Assistant

Edmonton, Alberta, Canada
November 16, 2018

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Marie Thompson

Edmonton, AB 780-***-****

Energetic Administrator

Professional with extensive experience providing employees a wide range of support to assist in the success of the organization. Flexible decision-maker with excellent analytical, negotiating, and communication skills. Expertise in vendor management, budget management, Service Now, and invoice processing.

Core Competencies:

Contract Validation Vendor Management Software and Web-based Applications

Accounts Payable Budget Input and Tracking Microsoft Applications Administration

Professional Experience

TALENTCOR, Edmonton, AB 2018

Commercial Document Officer, The Toronto Dominion Bank

4-month contract (June – October)

Primary responsibility to process Annual/Interim Reviews for Commercial borrowers, inputting changes as dictated by each review. Reviews were performed one at a time manually or in small batches using an in-house Macro. Discharge of held security and collateral such as Mortgages, General Security Agreements (PPSA registered), Life Insurance and Fire Insurance as indicated by each review. Assisted the Commercial Banking Team by printing incoming security emails in preparation for said security to be lodged, as well as assisted in the completion of Bank Confirmations for Commercial and Small Business divisions. All tools used were proprietary to The Toronto Dominion Bank.

CANADIAN WESTERN BANK, Edmonton, AB 2008 – 2018

Procurement Administrator 2016 – 2018

Purchased variety of computer related equipment and software applications for employees and data centre, and supported / maintained contracts. Developed and implemented procurement processes. Generated ad-hoc and regular monthly invoices for management approval. Maintained internal inventory and vendor Product Inventory Forecasting. Delivered managers with YTD multimillion-dollar budget spend.

Ascertained contract billing error with major telecommunications company, resulting in refund of approximately $120K.

Achieved 40% improvement on procurement lead-time from 5 days to 2 on average by simplifying managerial approval processes and prioritization of requests, after participating in Lean 6 Sigma workshop.

Nominated by peers for Pillars of Excellence award for administering excellent customer service, readily accessible to all, and, willingness to share knowledge.

Implemented and maintained Excel inventory control sheet, allowing team mates to have access to computer equipment and peripherals, improving overall customer service to client partners.

Participated in development and implementation of procurement module in Service Now, allowing for accurate tracking of operational responsibilities and consistent request processes.

Performed reconciliation of SnagIt, Office Timeline, and XML Spy software licenses, truing-up and reducing license penalties or potential license cancelation.

Served as active participant in successful conversion of digital to VoIP phone service at Corporate Office.

Reviewed refund on software purchase, discovering error in refund calculation of approximately $750 in company’s favour. Negotiated credit of amount with software vendor, further strengthening relationship.

Marie Thompson Page Two


Telecommunications Officer / Billing Administrator 2008 – 2016

Sourced and assisted incumbent telecom with installing digital phone systems for branches and Corporate Office and any phone system upgrades. Processed, including cost allocations, monthly telecom and ad-hoc purchase invoices. Implemented phone system changes, such as name or feature changes and phone swaps for all locations. Procured and activated BlackBerry devices on BES server. Troubleshot mobile device issues for employees.

Revealed long distance billing error. Negotiated refund approximating $750K. Bestowed special SPICE award and monetary bonus and received write up in annual fiscal report.

Nominated by peers for Pillars of Excellence award for taking time to understand needs, addressing telecom requests promptly, and being accessible.

Consolidated several monthly phones bills into 2 regional bills and introduced Nto1 billing tool, shortening process time from 3 days to 2 hours, an improvement of 91%. Amalgamation enabled accuracy of monthly billing costs to current contract and reduced late fees of approximately $1K per month.

Executed web-based order system which provided consistent delivery method to vendors and consistent order method for information operations, a division of Information Services.

TSO, THE TELECOM PEOPLE, Edmonton, AB 2002 – 2008

Contractor to EPCOR, Telecommunication Services and Billing Administrator

Additional Related Experience

VOXCOM, Edmonton, AB - Accounts Payable

Designs by Nakiska, Edmonton, AB – Office Administrator, Bookkeeper

Technical Skills

Service Now

NewWay (Orologic)

Phone Master (Phoneware Ltd.)

Cash+ (Hansen Software)

BlackBerry Enterprise Server

GOOD Server

Xerox MFD Printer / Scanner

Abode Console

Nto1 (billing tool using EBOD / .csv files)

Adobe Pro


Nortel and Avaya Telephone Systems

Mobile Devices

Microsoft Excel and Outlook

Inventory Control Sheet (Excel)

Emerge portal (Compugen)

Accounts Payable Software

Microsoft SharePoint

Professional Development

ITIL Foundation Course, Global Knowledge, Edmonton, AB

Purchasing Fundamentals, Global Knowledge Online, Edmonton, AB

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