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Customer Service Representative

Brantford, ON, Canada
February 05, 2019

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Tanis Freeborn


February 5th, 2019

SUBJECT- Customer Service Representative

I would like to submit my formal application for the Customer Service Representative position. I’m looking to attain a position that offers new challenges and allows me to develop towards a desired career path.

I have extensive customer service experience acting as the first point of contact for the client in very distinct and separate roles. Due to the previous nature of my work all information dealt with must be kept private and confidential and while adhering to policy and procedures. I interact with a variety of different personalities, experiencing a wide range of emotions and have exercised my ability to actively listen, acknowledge and distinguish each of their individual and unique needs. Acquired over my involvement in education I have obtained exceptional time management and organizational skills that allow me to effectively maintain a high level of customer service for a demanding, high volume and fast paced environment.

Through my work experience I have had the ability to cultivate my analytical and critical thinking skills to gather relevant and important information in order to solve uncomplicated and complex situations. By retaining a vast knowledge of information and using accessible resources I am better equipped to think clearly and rationally under pressure to make decisions in a timely manner. My problem solving expertise helps me to determine the best course of action for a client when unforeseen problems arise and provide alternative solution to avoid potential conflict.

Additionally in previous employment I have acquired transferable skills and training in computer programs, learning each one with ease. I am proficient in word, excel, outlook and custom software. I have completed several business and accounting courses and am working towards completing a business administrative certificate. I am a thorough and hardworking individual who strives to be a team player while being able to successfully work independently with little to no supervision. I believe my dedication and extensive background in customer service will make an immediate contribution to your team and added value to your workplace.

My resume is attached as proof that I meet all the criteria you are looking for. An interview would give me the chance to further prove my strengths.

Hope to hear from you shortly.


Tanis Freeborn

Tanis Freeborn

17 Deerpark Ave




Mohawk College 2010- Current

Currently working through continuing education to obtain a diploma for Business administration and have earned 28 credits focusing on business such as


Computer Application

Customer Relations

Human Resources


Financial Planning


Leadership and Team Building Skills




Professional Experience

Thomas Health Care Corporation 12/2015 to 3/2018

Accounts Receivable/Payable Administrator

As the Accounts Receivable/Payable Administrator for Thomas Health Care Corporation I managed the daily financial tasks for Arbour Creek LTC Center, Pine Villa Nursing Home and New Village Retirement Home. This position holds several responsibilities and accountabilities and utilizes specific computer software to maintain records that aides in both the receivables and payables department. I maintained frequent communications with residents and families in regards to both the accommodation and trust accounts. I acted as a consultant/liaison for information and advice to the residents, addressing any number of different concerns they may have. Some of the daily tasks for the Accounts Receivable department would be:


Sustain current and accurate admission and discharge records, Invoice services rendered for hair, foot and bath charges, rate reduction applications and processing, Billing and Statements, assist with Ministry Of Health documentation

Continually updating the hard and soft copies of Resident’s records, utilize Industry specific Software to resource information and manage accounts

Closing month end, balancing and reconciling accounts, processing payments via Cheque or Pre-Authorized payments, following up with accounts in the rears

Maintaining Trust accounts, depositing and distributing funds, ensuring transactions are entered in a timely fashion, closing month end and distributing statements

Mailing out proper notifications in regards to rate Increases, changes in services or Ministry of Health Notices

Calculate and process refunds on accounts when applicable

Creating and providing a number of reports and spreadsheets to the accounting team when requested, Inputting data pertaining to the finance department


The other aspect of this position is the accounts payable side which I have effectively organized and maintained to remain current with Vendor Terms and uphold good standing credit, other tasks include:

Confirming Invoices are properly coded and approved from Team Leaders, keeping track of invoices and payment requests, entering invoices into spreadsheets and Point Click Care, issuing payments to vendors, addressing any vendor concerns, pursuing invoices after reviewing statements

Issuing monthly Pension and Union dues to meet specific deadlines

Providing the accounting team with trial balances for review and assisting in tracking payments or concerns brought to their attention

Effectively managing records and payment histories

Aviva Insurance 03/2015 to 12/2015

Claims Advisor

As a claim adjuster for Aviva Canada I was responsible for managing all matters pertaining to the automobile loss. I handled each insured in a timely matter to maintain the flow of the extremely high volume fast paced and demanding environment. Guiding the insureds through the confusing and sometimes frustrating process of auto insurance, I took pride in providing a confident and professional level of service. Acting as a facilitator between my insureds and vendors such as rental companies, repair shops, towing agencies and appraisers to arrange details and explain procedures. By actively listening and acknowledging each situation I took appropriate actions to ensure I could resolve their concerns on the first call. I assisted many clients in crisis that were potentially irate and worked with them to establish a plan that clearly detailed each step in the insurance process and ensured they were comfortable and informed going forward. Some of my daily tasks include

Providing a professional and confident level of customer service while dealing with insureds who are experiencing a range of emotions and at times are very traumatized

Quickly assessing a situation and planning a course of action as each automobile loss offers different conditions

Working with a number of vendors to negotiate prices, arrange details and provide a great overall experience for the insured

Working within the guidelines and policies put in place by Aviva Canada and the Ontario Insurance act

Presenting cash settlements for unrepairable vehicles and working as a mediator between the appraisal unit and the insured to agree upon a value

Managing rentals, repairs and storage cost efficiently and effectively

Following up with Brokers and Third Party Insurance to verify details and liability

Service Ontario

Customer Service Representative/ Terminal Operator

07/2014 to 3/2015

Serving as a first point of contact for Service Ontario. I analysed the needs of my client and led them through our policies and procedures. I responded to general inquires and referred clients to appropriate departments when necessary. I remained current on new regulations implemented by the government in order to clarify and inform clients of any changes. Some of my daily tasks included

Delivering the highest level of customer service while dealing with a variety of different situations and clients ranging from uncomplicated to complex

Aiding new immigrants and new residents to apply for first time health coverage

Referring clients to management when documents must be approved

Completing all required forms i.e. Licensing, Renewals, Transfers, Original Registrations, Replacement Applications, Deaths, Family Gift Affidavit, Sworn Statements, etc.

Distributing appropriate information and generate forms based on client’s needs

Accessing various computer systems and forms to provide accurate and specific information

Detailed explanation of forms, requirements and regulations

Documenting each transaction thoroughly

Generating the daily stock reports and conduct stock checks

Weekly stock counts and ordering

Reconciling accounts, balance office cash and prepare bank deposit

Balancing cash ledgers and trouble shoot discrepancies

Covering breaks and lunch to assist other team members

Boston Pizza Restaurant

Assistant General Manager

04/2005 to 10/2012

Jack Astors Bar & Grill

Assistant General Manager

10/2012 to 07/2014

Training: Completed numerous courses and seminars in customer service, human resources, sales strategies, inventory control, accounting, marketing, time management, leadership, performance assessment and food safety.

References Available Upon Request

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