Customer Service Quality Assurance
Resume:
Kathleen Maynes Northover
**** *********** *** *********, **
*********@*****.***
Profile
Extensive customer service experience with a strong administrative support background
Excellent oral and written communication skills with exceptional mathematical ability
Proven ability to perform tasks with speed and accuracy
Strong organizational and time management skills
Exceptional team player with ability to work independently
Bilingual; fluent in French and English
Education
Dalhousie University - Gender and Women Studies - Bachelor of Arts - 3 years completed
Experience
Victorian Order of Nurses, Halifax, NS
Caseload Planner - May 2012 to August 2013
Worked as part of the Service Delivery team in the intake of new clients, and the planning and maintenance of client visits and computerized service records
Liaised with funders, clients and the care team in the community regarding services and information, and was the first point of contact for all incoming service requests
Responded to phone inquiries and emails from the community, clients, service providers and other agencies
Coordinated all standardized input of client services through the design of service provider schedules and updates
Scheduling activities, data collection and statistical reporting, as required
Canadian Tire Retail, Pickering, Ontario
Cashier - April 2008 to August 2011
Provided friendly, courteous and helpful advice regarding products and services
Interacted professionally with customers and handle consumer complaints in a respectful manner
Accurately operated computerized cash register and optical price scanner
Accepted and recorded cash, debit or credit card payments for the purchase of goods
Printed and tracked provincial tax exemption forms completed by customers
Reconciled cash float with absolute accuracy and attention to all details
As senior cashier, effectively trained and explained all policies and procedures to new staff
Service Canada - Canada Pension Plan
Support Clerk - July to August 2011
Received, screened, and sorted initial mail/client information for 2010 T4A/NR4 project
Verified and authenticated client information and supporting documentation for legibility, accuracy and completeness within prescribed procedures and requirements
Screened observations from computer-based data/match programs to determine if case can be put in order or directed to appropriate level for further review
Requested missing or supporting information directly from clients
Obtained, added and maintained data and documentation related to client's profiles
Operated various types of office equipment
Children's Aid Society of Toronto, Toronto, ON
Quality Assurance, System Support & Records, Summer Intern - July to August 2010
Completed numerous projects that involved collecting & analyzing data, developing reports, then creating PowerPoint presentations
Strong working knowledge of Microsoft Excel and SPSS program
Responsible for organizing, entering & updating case files in records department
Assisted with payroll process by collecting time sheets, completing service returns & submitting data to finance and distributing pay cheques
Acted in the role of executive assistant, completing all duties; handled professional phone calls, photocopied & faxed documents, booked meetings, and reserved rooms
Prepared, sent & received inter-office and outside mail
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