Administrative Assistant Customer Service

LISA AMORINI

**** ***** ****** ****: (***) ***-

8590

Innisfil, Ontario L9S 4W1 ****.*******@*****.*** Residence: (705) 431-

9373

ADMINISTRATIVE ASSISTANT

Extensive secretarial and administrative support experience, together with proven customer

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service skills

Exceptional organizational skills, coupled with the expertise of prioritizing tasks and meeting

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tight deadlines

Experience in utilizing a variety of software packages including word processing, spreadsheets,

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presentation database and electronic mail

Demonstrates ability to handle confidential information in areas of staff, clients, human

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resources, salaries, terminations, compensation packages and disability claims

Ability to work independently and in a team environment

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Cost-savings suggestions made and put in place

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AREAS OF EXPERTISE

Administration

• Provided admin support to Executive, Senior Manager and direct reports, including managing

executive calendar, preparing presentation materials, minutes and agendas for meetings

• Booked travel, ensuring calendar and itinerary were kept up-to-date

• Processed expense claims, ensuring reconciliation of Amex statement was balanced

• Maintained vacation/absenteeism records for team of Managers, including “Away Schedule”

• Liaised with all levels of staff in a professional and timely manner

• Prepared and distributed various reports such as status updates on transitions

• Coordinated client and internal meetings including room set up, materials and catering

• Ordered stationary and promotional items keeping stock current

• Ensured new staff were set up with necessary equipment and stationary

• Maintained department’s Business Continuity Plan

• Instrumental in reducing backlog of 500+ trade requests by 50% within a six month period

• Recommended and implemented a new tracking system for risk applications which reduced

processing time by combining several systems into one shared drive

Client Relationships

• Built strong relationships with corporate clients and RBC international staff in order to process

trade applications for various markets, adhering to guidelines and regulations

o Upon agent approval, documents were notarized and sent by courier to various

Consulates and Government offices, ensuring cheques and letters were included

o Updated spreadsheets and assigned new requests to coordinators

o Sent signed documents for distribution to country in which the client wished to trade

Lisa Amorini Page 2

ROYAL BANK FINANCIAL GROUP 2001 to 2014

RBC Investor Services Trust, Transitions Coordinator 2011 to

2014

RBC Investor Services Trust, Administrative Assistant 2005 to

2013

Account Service Agent, Third Party Demands 2003 to

2005

Investigations Agent, Operations Department 2001 to

2003

PRIOR to 2001:

TORION TRADING LIMITED

Administrative Assistant, Marketing Agent to LCBO, Bradford

ROYAL BANK FINANCIAL GROUP

Administrative Assistant, Operations Service Centre, Toronto

Executive Administrative Assistant, Processing Centre, Toronto

Administrative Assistant/Stenographer, Concord & Bolton

LAURENTIAN/IMPERIAL LIFE ASSURANCE CO

Senior Claims Examiner, Group Health Claims, Toronto

SPECIALIZED TRAINING

Office 2000 applications including Microsoft Word, PowerPoint, Excel, Outlook

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BUSINESS COURSES

Business Writing Skills & Telephone Etiquette

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Negotiating Skills

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The Indispensable Assistant

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AWARDS

Gold Service Excellence Award & Royal Performance Awards

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VOLUNTEER ACTIVITIES

Heart & Stroke Canvasser

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Ontario Bowling Association

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