Customer Service Office

KATHLEEN NEVES

*** ******** ******** **********, ** L4L 9L7 416-***-**** ********@*****.***

Dedicated professional brings over ten years of blended success in customer service, office administration and financial operations in various fast-paced, changing environments. Demonstrates strengths in interpersonal communication and relationship building to facilitate team cohesion, while upholding service integrity. Possesses a proven history of success balancing multiple tasks and completing a variety of deliverables in compliance with company goals. Fluent in English, with conversational proficiency in Portuguese and basic sign language skills.

AREAS OF EXPERTISE

Client Relations

Office Administration

Leadership & Teamwork

Cross-Functional Collaboration

Customer Service & Satisfaction

Crisis Intervention

Relationship Building

Regulatory Compliance

Creative Problem Solving

Verbal & Written Communication

Analytical Skills

Attention to Detail

Invoice Management

Financial Reconciliations

Product & Service Knowledge

Technical Proficiencies: Microsoft Office (Word Excel PowerPoint Outlook)

PROFESSIONAL EXPERIENCE

Bass Pro Shops Vaughan, ON

Admin assistant/Receptionist/Customer Service 2005 – Present

Provide reception services, including answering customer calls and inputting customer details into the system.

Collaborate with interdepartmental staff to obtain product knowledge in order to complete customer purchases.

Process accurate credit payments over the phone, acquiring and entering correct card and customer information.

Produce duplicates of purchases for filing purposes, maintaining accurate records to ensure successful audits.

Manage individual till, completing accurate, timely cash, debit and credit purchases in a fast-paced environment.

Exhibit detailed knowledge of products and services, redirecting customer calls to appropriate departments.

Utilize problem-solving skills to resolve customer complaints in a timely manner, maintaining service integrity.

Efficiently communicate with MNR personnel to sell and administer fishing licenses to qualified customers.

Execute opening and closing procedures, including reconciling floats and ensuring the accuracy of paperwork.

Support Administration Office in tracking management’s credit cards, ensuring adherence to ethical spending.

Acquire Store Manager’s approval for bills pertaining to store maintenance and other required facility services.

Accomplishment:

Consistently recognized for efficient customer service, receiving STAR Performance Cards seven years in a row.

E&A Signs Ltd. Toronto, ON

Office Administrator (On-Call) 2000 – 2016

Demonstrate strong communication skills while performing as liaison between company, clients and contractors.

Utilize financial adeptness to produce invoices for all sign installation projects, collecting payments from clients.

Acquire receipts from contractors regarding project expenditures, and systematically file them for tax purposes.

Review bank statements for company credit card, reconciling purchases with collected project receipts.

Employ analytical proficiencies to identify and escalate miscellaneous purchases, with adherence to ethics.

Exhibit thorough knowledge of company services while responding to concerns and inquiries with competence.

Build relationships with contractors and external companies to foster customer retention and increase referrals.

Track work orders and mediate between clients and contractors to ensure project completion on time and budget.

EDUCATION & PROFESSIONAL DEVELOPMENT

Social Service Worker Diploma (with Honours), 2010 Seneca College, Toronto, ON

Bachelor of Arts in Psychology, 2008 York University, Toronto, ON

~ References Available On Request ~

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