Customer Service Representative

Kimberley Gandey

Mississauga, Ontario Phone: 416-***-**** Email: *********.******@*******.***

Professional Summary

An accomplished, results-driven Customer Service professional with over 25 years of experience providing top-quality service. Ability to handle and resolve customer inquiries over the telephone or e-mail with a polished, professional demeanor. Excellent communication and problem-solving skills. Dedicated to achieving customer satisfaction, exceeding company expectations. Ability to build and maintain strong professional relationships with clients, team members and management. Comfortable and competent at multi-tasking in a fast-paced environment. Energetic, enthusiastic self-starter ready to take on new opportunities and challenges with a passion for growth and excellence.

Core Strengths

Dynamic, versatile, resourceful professional

Exceptional verbal, written communication skills

Extensive telephone and e-mail inquiries in fast paced call center environment

Effective open-minded team player with strong leadership qualities

Courteous, energetic, positive work attitude

Highly organized, logical, practical thinker

Proficient in MS Office, HEAT, SAP and Oracle

Client relationship building with expertise in loyalty, problem solving and retention

Attention to detail with personal records emphasizing customer confidentiality

Ability to quickly acquire company knowledge

Professional Experience

TELUS Health (formerly BCE Emergis, SNS ASSURE and TDSI), Mississauga, ON 1991 to 2016

During my 25-year tenure at Telus, I held several positions within the company. Focused on customer interaction and consistently achieved customer satisfaction results; viewed by management as a top performer, dedicated team player and praised for achieving goals and producing top quality customer service, receiving multiple awards.

Client Service Representative - 2002 to 2016

Provided front line telephone and e-mail support by reviewing files, records and other documents to obtain information. Responded to inquiries from insurance companies regarding drug claim adjudication, payment and general service issues

Acted as a liaison between the carriers and all internal departments to build and maintain a strong working relationship. Involved with escalation process, troubleshooting system functions; responded to service inquiries

Accurate entry of manual corrections to cardholder files, drug exceptions and group profiles. Processed adjustments and reimbursements for drug claims ensuring confidentiality by protecting personal information

Provided insurance companies with training, assistance, information, reports and service within the published standard Service Level Agreement turnaround times; Trained carriers and employees on internal systems and new programs/procedures (internally and externally)

Analyzed and generated reports and simulations (advanced Excel spreadsheet functions)

Administrator of the Client Service Business Process Drug Manual

Member of the Joint Health and Safety Committee and Floor Fire Warden; held regular meetings and conducted monthly building inspections to improve health and safety conditions in the workplace

Kimberley Gandey *********.******@*******.*** Page Two

Additional Relevant Experience

Purchasing Specialist - 2001 to 2002

Created and processed purchase order requisitions in SAP and matched purchase orders with invoices

Mailed bills, contracts, policies, invoices and cheques

Assigned purchase orders, tracked progress; updated managers and clients as necessary

Partnered with the CFO to create and revise annual budget for program services

Negotiated reduced office expenses by finding smart solutions for vendors, suppliers and services

oCredited for playing key role in company savings of $80,000 annual reduction for computer hardware/ software and $25,000 annual reduction in courier expenses

Executive Administrative Assistant - 1999 to 2001

Provided advanced support to CEO and numerous VP’s, managed complex schedules

Prepared RFP and RFI responses, presentations, agenda’s and minutes for executive-level

Maintained highly confidential departmental files & records

Created expense reports, budgets and filing systems

oDeveloped a structured filing system which ensured efficient document control and retrieval

Senior Administrative Assistant - 1993 to 1999

Performed various administrative duties (filing, photocopying, preparing minutes notes for meetings)

Arranged corporate travel for sales team; booking airfare, hotel and transportation

Distributed company-wide announcements, booked conference rooms and coordinated catering for meetings

Frequently used word processing, spreadsheet, database and presentation software

oCreated standard corporate presentation encompassing all products and services, reducing time spent by sales force

Receptionist - 1991 to 1993

Handled busy multi-line switch board, screened and transferred calls

Answered inquiries and addressed, resolved or escalated issues to management personnel

Monitored and screened visitors to verify accessibility to inter-office personnel

Sorted and distributed mail correspondence, including incidental courier preparation and efficient shipping

Vending Machine Owner/Operator - 2006 to 2016

Responsible for 6 personal vending machines at Telus Health; purchased supplies, re-stocked and maintenance

Certifications/courses

WHMIS, First Aid & CPR/AED Certification

Ontario Joint Health and Safety - SAFeLearn Certification

Project Management 101 - Managing Multiple Projects, Objectives and Deadlines

SkillPath - True Colours Customer Service Training

SkillPath - The Executive Assistant

Contact this candidate