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Customer Service Representative

Winnipeg, Manitoba, Canada
February 18, 2019

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Zarah Jane Cacao

***-**** ****** ******, ******** MB R2V 2G7


PROFILE: A recent graduate of the Administrative/ Legal Assistant diploma program. An experienced Administrative Assistant who is dependable and has a high attention to detail. Efficient and have strong computers skills and delivers excellent customer service. Willing to research and learn new techniques on how to improve efficiency.


Performs well in high volume and high stress environments

Demonstrated ability to work independently, under minimal supervision and as part of a team

Proven ability to work under pressure and managing multiple deadlines while maintaining high quality of work

Strong interpersonal and excellent communication skills

High attention to detail with demonstrated strength in problem solving

Proficient in other Microsoft Office Suite (Word, Excel, Outlook and PowerPoint)

Typing speed of 56 wpm and an accuracy of 100%


Legal Assistant June 2018 – February 2019

Robertson College Winnipeg, Manitoba

Civil Litigation

Corporate and Commercial Law

Family Law

Legal Fundamentals and Terminology

Real Estate and Conveyance

Wills and Estate

Immigration Law

Criminal Law

Legal Office Procedures- Transcriber

Legal Software


Computer Fundamentals

Business Communications

Customer Service

Office Procedures

Bachelor of Science in Computer Science June 2006 – April 2010

First Asia Institute of Technology and Humanities Batangas, Philippines


Manitoba Justice January 14, 2019- February 8, 2019

Manitoba Prosecution Services Winnipeg, Manitoba

Copied Bail and placed files in order

Photocopied necessary documents such as criminal records and offence details for bail and learned how to differentiate files from single charge, multiple charges, and co- accused.

Filed files for crowns and support staffs

Assisted employees with their daily needs (burning CDs or DVDs, scanning and pegging files)

Arranged, sorted and organized couriers and regular mails to be mailed-out for Defense Counsels

Filed closed/disclosure files and catch up documents in Central File Registry (CFR)

Shadow Experience

oShadowed in court and watched sessions such as Appeals, Bail Court/Triage and Discharge.

oShadowed some of the disclosure staffs screened, inventoried, scanned, and opened new files for pre-charge, bail, circuit and warrant.

oShadowed staff from the Central File Registry (CFR) collected closed and warrant files from all the different units.

WORK Experience

Customer Service Representative/Senior Helpdesk/ November 2016 – June 2018

Interim Team Leader Winnipeg, Manitoba

Fine Line Solutions

Responsible for acting as a liaison between Donors and Organizations

Answered telephone calls and assisted with complaints, orders, errors, questions and other inquiries, ensuring that consistent service always provided

Answered calls from employees who called in sick and updated the daily attendance

Selected by management to trained new team members for several accounts

Developed communication and conflict resolution skills, remaining calm and professional while working to address any concerns and come up with solutions

Maintained a working knowledge of the client product, services and promotions. Ensures compliance with all client and company policies and procedures and written standards of performance

Completed offline donor administrative work such us responding to emails, handling incoming mails, and researching information

Processed and solved escalations for several accounts such as Arthritis Foundation, Amnesty International, Catholic Charities USA, Oxfam America, Children’s Miracle Network and coordinated with the supervisors and clients

Provided support and coaching employees regarding call escalation and resolution

Handled confidential information such as bank account information and credit card information

Data Analyst/ Quality Assurance Staff July 2012 - January 2014

SPI Global Solutions Inc. Laguna, Philippines

Prepared various quality control reports such as inspection, online project status, and test file analysis reports

Extracted information from the policy holder (Bank of America) such as name, address and insurance details and entered data in databases

Created template for transmission based on delivery details program

Spotted planted errors or stingers and verifies e-file versus the source file

Ensured checked files are accurate

Submitted recommendations/improvements to Superior

Had run the different programs in conversion for editing process such as final edit program, parser, garbage and the like Spearheads transmittal of documents to clients

Corresponded with and generated reports for the team/superior with all regard for style and language

College/ Administration Department Secretary June 2010 - May 2012

First Asia Institute of Technology and Humanities Batangas, Philippines

Prepared and managed correspondence, reports and documents

Organized and coordinated meetings, conferences and travel arrangements

Took and typed minutes of meetings

Implemented and maintained office and filing systems, manage office space

Communicated verbally and in writing to answer inquiries and provide information

Handled incoming mail and material

Maintained schedules and calendar

Arranged and confirmed appointments

Organized external and internal events

Maintained databases for students and faculty schedules and appointments

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