Customer Service Representative

Ana Ellis

*** **** *********** **.

Oakville ON L6H 3B6

289-***-**** **********@*****.***

Highlights of Qualifications

Experienced, organized Administrative and Customer Service professional who

provides excellent service in a fast-paced environment

Experienced in delivering a wide range of information and services to diverse

customers

Strong interpersonal skills when interacting with customers and clients

Highly trustworthy, ethical and discreet; committed to superior customer and client

services always maintaining confidentiality

Confident and poised in interactions with individuals from varying social and diverse

backgrounds

Excellent detail-oriented and resourceful in completing projects

Multi-tasker who is flexible and adaptable to changing environments

Team player who works well in a team or independently with a dedicated

professional attitude

Fluent in English and Spanish

Proficient with Microsoft Office Applications: Word, Excel and PowerPoint and

employs excellent internet research skills

Employment History

Program Assistant: Oakville-YMCA

September 2013 - Present

•Conduct and monitor activity programs designed for young children;

•Prepare craft materials and assist children to use them;

•Provide supervision and guidance of daily activities;

•Provide opportunity for creative expression through the mediums of art, dramatic play and music

Customer Service Representative: GoalLine Solutions

March – July 2013

Provide customer service and respond to a high volume of inquiries over

the phone and filing customers’ complaints in both English and Spanish languages

Administrative Assistant,: XCG Training and Operations

August - November 2012

Update website with course calendars and other information;

Providing assistance to the Program Coordinator;

Maintain customer contact lists and follow up on collections;

Preparation of course materials, including photocopying, binding and shipping manuals

to trainers; updating course materials as required;

Completion of course certificates and uploading student credits to training records

Community Legal Worker; Refugee Law Office, Legal Aid of Ontario

2000 – 2010

Manage caseload of Refugee clients

Formatted and printed documents such as letters, affidavits, opinion letters, written

submissions,

memos, personal Information Forms prepared by lawyers ;

Prepared indexes for documentation submitted at hearings and at the Federal Court

Interpreted and translated documents;

Researched and analyzed human rights conditions and presented results in a concise format;

Assisted clients by determining their needs and presenting appropriate referrals and services;

Contacted clients to schedule appointments and to prepare for their hearings;

Successfully elicited pertinent information for the determination of refugee status by

interviewing refugee claimants to prepare their

Personal Information Forms and Humanitarian and Compassionate applications, Permanent

Residence applications

Particularly skilled in working with refugee claimants with special needs, including minors,

traumatized claimants and people with

developmental disabilities

Administrative Secretary; Refugee Law Office, Legal Aid of Ontario

1994 – 2000

Prepared correspondence for the Immigration and Refugee Board, Legal Aid offices, Ontario

Works, schools and others ;

Greeted clients and addressed inquiries received by telephone, and at the reception counter;

Opened and closed files and maintained comprehensive filing system;

Reconciled petty cash, recorded and entered disbursements per file;

Ordered office supplies; liaised with head office as necessary for payment ;

Received, opened, distributed and sent mail ;

Knowledge of principles and processes for providing confidential client referral services;

Contacted clients and interpreters to schedule appointments with lawyers;

Exhibited active listening skills while taking time to understand points being made by clients

and asking questions ;

Maintained updated and accurate client’s database

Education and Training

Cultural Interpreter Course; Skills for Change Culture Link, Toronto, Ontario

1997

Legal Assistant Certification Course; Shaw College, Toronto, Ontario

1989

Volunteer Experience

Links2Care, Oakville, Ontario March 2013 – Present

Reception/Administration duties

St. Michael Church, Oakville, Ontario October 2010 – Present

Children Catechist /various Church Ministries

References Available Upon Request

Contact this candidate