Customer Service Representative

Leslie Hennessy

* ***** ****** *************@*******.***

Toronto, ON 647-***-****

M1R 4W5

SUMMARY OF QUALIFICATIONS

Confident and self-motivated customer service representative with over 10 years extensive experience in office administration. Excellent attention to detail with a strong ability to multi-task and manage several projects simultaneously. Able to set priorities and develop timelines to ensure urgent and long-term deadlines are met. Areas of experience include:

• Customer Service

• Data Entry – Microsoft Access

• Applicant screening

• Strong editing and proofreading skills

• Document Processing and Filing

• Front Desk Reception

•Documentation review to ensure accuracy and quality • Handling incoming calls and greeting clients

Wishing Well Sanctuary – Bradford, Ontario November 2015 to Present (Volunteer)

Prepare breakfast and lunch for Farm Animals

Clean out stalls, replenish with fresh hay and straw

Wash food bowls

Spend Quality time with the Animals

Organics Live – Toronto, Ontario October 2015 to Present

Organic Food Box Packer (Night Shift)

Unloading produce from truck

Quality control on produce

Packing food boxes

Organizing delivery routes

Garbage and Recycling clean-up

Homes, Paws & Claws – Toronto, Ontario April 2015 to Present

Pet, House Sitting and Dog Walking Services throughout the GTA and outside of the GTA.

Dog Tales Rescue & Sanctuary – King City, Ontario March 2015 to September 2015 (Volunteer)

Walked various breeds of dogs

Spent Quality time with the dogs in their individual enclosures

The Cleaning Authority – Toronto East, Ontario November 2014 to February 2015

Professional House Cleaner

Part of a team of 2, cleaned 4 to 5 homes per day under tight time constraints.

Covered various areas, including the Beaches, Downtown Toronto, East York,

Leaside and North York

Added Daily responsibility as the Driver

Received compliments from Management, fellow team-mates and customers

regarding quality of work.

Sports International CSTS Inc. Etobicoke, Ontario October 2007 to October 2014

Account Manager / CUSTOMER SERVICE REPRESENTATIVE

Consistently delivered outstanding customer service for a mid-size sports manufacturing apparel company specializing in uniforms for clubs and associations. Sales order entry, development of quotations and proposals, and follow through on order processing to ensure on-time delivery. Supported supervisors, processed incoming sponsors, and responded to high volume of client inquiries while fulfilling multiple,

competing priorities.

Achieved 99% customer satisfaction in high-pressure environment, accounts totaling over $1M. Received compliments from clients on regular basis.

Designed and implemented a new organization system for raw materials, improving order efficiencies.

Clients’ emails were answered on a daily basis, most often within minutes or hours of receiving.

Any issues that arose were dealt with in a professional, timely manner.

The Mississauga News. Mississauga, Ontario September 2006 to September 2007

GENERAL CLASSIFIED SALES REPRESENTATIVE

Offered outstanding sales and support to inbound callers placing advertising for a local newspaper. Managed simultaneous projects and maintained calendars to ensure deadlines were met. Served as first point of customer contact via telephone.

Won Highest Sales in Extras contest in the Classifieds Department May 2007. Outperformed all other sales representatives by up selling advertising space.

THE INSURANCE INSTITUTE OF CANADA . Toronto, Ontario October 2004 to August 2006

EXAMINATIONS COORDINATOR

Provided exceptional administrative support to the educational sector of the insurance industry of Canada. Administered and maintained over 2500 qualifying examinations per year, and successfully scheduled and coordinated over 80 instructors, nation - wide. Effectively managed extremely high volumes of correspondence during peak periods while fulfilling competing priorities. Processed over 20,000 exam books per year and provided support and managed the complex student appeal process with a high degree of professionalism and confidentiality.

Superb organizational skills and customer service skills led to compliments on a regular basis from management, co-workers, instructors and students. Developed a rapport with industry professionals that exceeded expectations.

Developed a new scanning procedure for improved efficiency of marking exams.

Maintained a confidential database of students’ results for all insurance companies

Acted as backup to Examinations Supervisor

ALL LANGUAGES LTD. Toronto, Ontario July 1995 to October 2004

ADMINISTRATIVE ASSISTANT / RECEPTIONIST

Offered outstanding administrative support for an interpreting and translation company specializing in over 100 languages. Effectively maintained the front desk with superb multi-tasking skills. Daily screening and interviewing of potential administrative assistants. Scheduled, administered and processed standardized tests for potential translators and served as chief liaison for translators and interpreters. Proof read and maintained strict confidentiality of all documents. Maintained a 10-line phone system, with every call answered on the first or second ring. Oversaw human resource functions including assisting with hiring of staff.

Became first employee to proactively learn Lotus Notes when new program was introduced to office and became point of first contact for software tutelage and support.

Received numerous compliments from management and clients on excellent customer service skills

EDUCATION

The Insurance Institute of Canada Workshops:

Managing Stress Skills Workshop 2006

Basics of Effective Communications Skills Workshop 2006

Effective Business Letter Skills 2005

Basic Insurance Fundamentals 2005

Riverdale Collegiate Institute – Toronto, O.S.S.G.D.

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