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Customer Service Manager

Location:
Toronto, Ontario, Canada
Salary:
50000
Posted:
November 23, 2018

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Resume:

ERICA KLIE

647-***-****

ac7rxt@r.postjobfree.com

PROFILE

Administrative and customer service professional with extensive management experience. A tech savvy and innovative problem solver that performs well in a fast paced work environment.

SKILLS SUMMARY

Customer Service

Adaptable

Organized

Cross Team Collaboration

Vendor Management

Resourceful

Self Motivated

Time Management

Problem Solving

Project Management

Conflict Resolution

Advanced MS Office

Supervise Staff

Administrative Services

Operational Efficiency

Reporting

Mentoring

Data Integrity

Calendar Management

Budgets

Database Management

PROFESSIONAL EXPERIENCE

Marketing Research and Intelligence Association October 2007 – August 2018

Manager, Member Support Services

Responsible for the coordination, direction and the provision of a broad range of services to ensure the organization operated efficiently.

•To increase administrative operational efficiencies and streamline services an extensive review of all external vendors and services were undertaken. Through bundling, service provider changes and cancellation of redundant services a 36% reduction of the administrative operating costs were achieved.

•Using financial reports and budget expectations, planned and executed the Associations annual educational course offerings. Negotiated availability with instructors, venues and caterers. Continuous monitoring of the number of registrations and costs resulted in overall profitable educational offerings.

•To address low staff buy-in of a recently introduced association management system. Developed in-house training sessions and easy to follow, highly visual, supportive how- to instructions. The staff buy-in increased which lead to higher customer satisfaction.

•The Association hosted an annual three-day industry conference with over 60 speakers, a tradeshow, a gala awards dinner and a closing reception. Managed, planned, sourced and executed all aspects of the conferences working with hotel event managers, banquet managers, AV production teams, entertainment providers, printers and leading the staff team activities. Worked with sponsors and exhibitors ensuring that they took advantage of the benefits included with their sponsorships or tradeshow booths to the fullest. The conference attendees were able to enjoy a conference where all offerings were presented and executed in professional manner with no unexpected interruptions.

•To set standards for customer satisfaction levels all processes and procedures were reviewed. Identified and created processes and procedures if deficiencies were found as well as updating the existing ones. Providing staff with standardized expectations of customer service levels and increasing operational efficiencies.

•National office relocated from Mississauga to downtown Toronto and then uptown in a 14 month span. Managed and oversaw renovation and design of the new facilities’ working with contractors and designers. Planned and organized moving of all office equipment, files and the transfer of external services to each of the new facilities. Optimized office space by sourcing and implementing on and off site records management procedure. Ensured a smooth transition between each of the facilities with a minimum of business interruption.

•The Association had an aged IT infrastructure. Sourced, negotiated and implemented a complete overhaul of all IT related equipment and services. A disaster recovery procedure was created and implemented to facilitate a quick resumption of business operations should an interruption occur. The server was virtualized allowing staff access to server while working remotely. The updated IT infrastructure lead to an overall increase in staff productivity as well as giving staff the opportunity to work from home.

•Councils and committees of the Association ran annual events specific to their portfolio. Provided them with the sourcing, planning and execution of the event. Conducted site visits to determine the suitability of the venue and negotiated service contracts with the venue. Determined menu offerings, booked AV providers and lead staff team activities. Worked with sponsors to ensure they received all benefits due with their sponsorship levels.

Member Services & Events Coordinator

All customer facing day to day operations of the Member Services department. As well as data integrity maintenance and report creation and analysis.

•Promoted to Manager, Member Support Services from Member Services & Events Coordinator, March 2013.

•IT services for the Association was spread out over a large number of external vendors. No comprehensive listing of those vendors or services was in place. Composed a list by identifying all vendors and the services they provided. The list made it easier to identify who to contact if issues occurred. Was assigned the IT budget for the Association as a result.

•The Association moved the educational departments core courses into a course information system. Contractors were obtained to provide the course content recordings. Coordinated the input of the material, quizzes and final tests into the system. Developed processes and procedures for administrative practices and testing based on the academic standards set by the educational committee.

•The Association management system did not have field formatting resulting in free form entry fields. Created a standardised field formatting guide to develop the data integrity. Used various reporting methods to analyze the data and identify records which included fields with formatting discrepancies. These actions resulted in improved data integrity. Ensuring that the data used to feed online publications was being displayed in a professional manner.

ADDITIONAL PROFESSIONAL EXPEREINCE

Turtle Island Recycling Corporation

Customer Service Representative & Dispatcher

State Farm Insurance

Report Administrator

Minton Marketing

Account Coordinator

Canadian Tire Corporation

HRIS Administrator

IBM Canada

HRIS Administrator

Computer Skills

•Advanced Proficient with Microsoft Office (Word, Outlook, Excel, Access and PowerPoint)

•Lotus Notes

•iMIS (CRM)

•QuickBooks

•SmartStream and Integral (HRIS Systems)

•TruckMate

•Survey Monkey

EDUCATION

Business Administration Diploma – Njudungs College

Law Enforcement Diploma – Seneca College



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