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Customer Service, Administration, Management

Ladysmith, British Columbia, Canada
October 21, 2016

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Karol G. MacNaught, B.Sc., M.H.

#******* *th Ave., Ladysmith, B.C., V9G 1R3

250-***-**** Home

250-***-**** Cell

Profile Summary

Organized, detailed-oriented, motivated to succeed with creativity and resourcefulness and the ability to see projects through to their completion. Experienced in cash handling, data entry, spreadsheets, basic bookkeeping, and with MS Office programs. Strong communication skills, training, leadership and management experience, while maintaining strict confidence. Hands on administration experience, focused on timely completion of customer obligations, improving customer service performance, maintaining strong relationships with customers and other service providers, and tracking of key details using spreadsheets as business performance indicators. I love to learn.

Skills and Experience


12+ years of experience in management; management of change; implementing new technologies and computer processes, creating and implementing training programs.

oImplemented complete change of computer system within cash management division in a 2 week period, including training of personnel; fastest conversion noted within Canada.

12+ years of experience managing, supervising and training of staff with the Cash Centre division, and of Road crews in all divisions, logistics of planning and routing.

Strong interpersonal skills, strong leadership qualities.

Customer Service

15+ years of experience as first line of contact for external customers, handling inquiries, orders, overcoming challenges, and resolving issues quickly with mutual satisfaction.

15+ years of experience reporting to Financial Institutions and commercial customers with multiple deadlines, often involving analyzing and researching through current and archived records.

15+ years of experience working with clients to improve service, and information exchange.

oLiaison with client’s technical support to improve nation-wide ATM program, and was awarded the G4S Summit Award of Excellence, Customer Service Award.

Operations and Training

15+ years of experience with cash handling procedures, daily balancing and reporting of treasuries held, and training of personnel in security and reporting procedures.

15+ years of experience with ABM procedures, various models, and training of same.

15+ years of experience problem solving logistics for customers and employees, including emergency contingency plans.

8+ years of experience with installing and repairing electronic locks, and training of same.

6 years as member of the G4S Business Contingency Plan Team; travelled to other branches to offer support and expertise as required.

oCreated Instruction Forms on paperwork, for customers and employees, standardizing training in all divisions; these were distributed for use to other branches across Canada.

2 years of experience teaching/tutoring students of Mortgage Brokerage in BC course.


18+ years of experience in use of Microsoft Office programs, Word, Excel, and Access, with some knowledge of PowerPoint. Exceptional computer knowledge for analyzing reports in Excel.

11+ years of experience as support to primary Administrator, including Payroll, Billing and maintenance of databases.

4+ years office administration; organization for exempt market dealer representative; completion of contracts, documents; creation of databases and tracking spreadsheets, client reports.

oCreated asset allocation grid and suitability case form, later used by Compliance department as part of DR tool kit

Professional Experience

Self-Employed, Executive Assistant, Administration, Bookkeeping Feb 2012 – Present

Currently working with Julia Jenkins, EPC, Portfolio Strategies (Nanaimo)

TMG The Mortgage Group, Sharie Marie Mortgage Team April 2011 – Dec 2012

Self-employed, Mortgage Professional, Instructor for Mortgage Brokerage of BC course

American Income Life Insurance Company, Victoria BC Branch Dec 2010 – Mar 2011

Self-Employed, deliver benefits packages to members of Unions and Associations

G4S Cash Solutions (Canada) Ltd., Victoria, B.C. Branch April 2006 – Dec 2010

(Formerly Securicor Cash Services, Canada, Ltd.)

Section Manager (ABM, Cash Centre, Vault, CIT Divisions and Projects), Victoria Branch

Dr. Lucretia van den Berg, Victoria Women’s Health Centre June 2003 – April 2006

Laser Technician, Bone Density Screening Technician, and Office Technical Support


(Formerly known as Loomis Armoured Car Service, Canada, Ltd.)

Section Manager, various sections, Victoria Branch April 1998 – June 2003

Cash Cage Manager, Vancouver Branch September 1997 – April 1998

Management Trainee, Vancouver Branch August 1996 – September 1997

Armed Guard / ABM Servicer, Victoria Branch January 1995 – August 1996

Education and Training

Mortgage Brokerage in British Columbia Correspondence

Sauder School of Business, University of British Columbia Apr 2011 – July 2011

Life License Qualification Program Correspondence

From Oliver’s Learning January 2011

American Academy of Experts in Traumatic Stress (A.A.E.T.S.) Correspondence

(National Centre for Crisis Management (NC-CM)) Annual renewal since June 2000

University of Victoria Victoria, B. C.

B. Sc., Psychology, studies in Neuropsychology and Counseling 1982-87

Courses, Certificates, Licenses

Camosun College, Leadership Courses:

Managing within “The System” June 1999

Managing and Resolving Workplace Conflict May 1999

Leadership for Supervisors, Overview April 1999

Microsoft Word & Excel, Camosun College Sept., Nov. & Dec. 1996

Self-taught on functions in Excel and Access programs

Armed Guard Course, Justice Institute of British Columbia Nov. & Dec. 1996

Weapons’ training; weapon use in B. C.; Critical Incident Stress; Legal issues; First Aid Training.

Valid Firearms Possession and Acquisition License

Valid Class 5 Driver’s License


Available upon request

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