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•Conscientious, efficient and dedicated Customer Service Representative with 16 years' experience in various industries
•Reliable, with a positive approach, possesses highly developed organizational, interpersonal and problem solving skills
•Working knowledge of MS Excel, MS Word, Microsoft Office Apps, IMS, Five9, AIM, iTow, Progi, ARMS, Audatex
•Personable in providing and receiving feedback and when dealing with customers in person and on the telephone to improve customer satisfaction and retention
•Ability to manage multiple priorities in high pressure situations, under minimal supervision and within a work group environment.
PROFESSIONAL WORK EXPERIENCE
INTACT INSURANCE 2018
Customer Service Representative - Auto & Property Claims
•Resolved and validated inquiries received from claimants and provided resolutions based on current standards and procedures, in a courteous and respectful manner
•Answered internal and external clients' calls/communication and conducted information searches to resolve issues
•Completed new claim reports to initiate claim and repair process
•Interpreted, consulted and updated various documents and data for a variety of business lines, confirming accuracy and identifying issues or errors
KINGSDALE SHAREHOLDER SERVICES 2016
Exchange Tower, Toronto
Customer Service Agent
•Addressed shareholders concerns and answered inquiries during inbound and outbound calls, in a fast paced, consistently changing environment, while assisting to vote their shares via proxy
•Accessed information and processed data, maintained records and statistics to comply with campaign specific procedures to satisfy tight deadlines
•Conducted research while creating and updating clients account profiles required for current and future proxy season campaigns
XEROX CANADA 2001-2013
National Logistics Centre, Mississauga and Business Support Centre, Toronto
National Logistics Analyst
•Analyzed multiple product and process reports daily to allocate and monitor Canadian orders sent to the U.S., continually meeting required monthly allocation targets.
•Identified and implemented a more cost efficient courier delivery process. In 2012, decreased transportation costs by $50k.
•Managed assets internally while maintaining inventory integrity for equipment, parts and supplies between Toronto and Calgary Centres, exceeding inventory targets by 95% in 2011 and 115% in 2012.
•Acted as front line, first level of support and used active listening and organizational skills to address queries from the internal customer hotline. Determined nature of inquiry, or transferred to appropriate department, ensuring quick resolution.
•Trained new hires using adult learning principles, adapting to diverse learning styles and personalities. Received recognition as a knowledge expert and requested to provide additional training which strengthened relationships and developed talent to operate independently and efficiently.
•Initiated and organized numerous staff celebrations for cross organizational teams. These events contributed to a more personalized workplace and improved staff morale.
Prior to 2001
National Distribution Stock and Shipping Co-ordinator
Quality Control Technician
Completed Continuing Studies courses in economics and business, U. of Toronto
Diploma, Electro-Mechanical Engineering Technologist Humber College of Applied Arts
United Way, Terry Fox Run, Habitat For Humanity, Megan’s Walk, Princess Margaret Hospital Journey to Conquer Cancer fundraiser and volunteer
Active Fitness Participant, Avid Reader, Travel, Photography, Home Renovations, Fine Arts, Current Events
As part of home renovations, between March 2014 - Nov. 2015, successfully purchased and renovated a number of residential real estate properties. These projects were completed on schedule and on budget, eventually selling the homes and turning a profit