Customer Service Representative
Resume:
Maxine Peters
******@******.*** 647-***-**** linkedin.com/in/maxine-peters
Customer Support Administrator
Creates strong client relationships
Provides administrative support in financial business environments. Ensures relationships are maintained and nourished. Solution-oriented team player with ability to train others. Strong organizational and problem-solving skills. Proficient with numerous banking systems and products.
Accountable and passionate about quality of work and empowering organizations to achieve business goals. Possess excellent communication and public relations skills. Adapts easily and eagerly to new environments. Polished, professional, and creative. Expertise in:
-MS Excel, Outlook, & Power Point
-Payment processing
-Collections & accounts receivable
-Diners Club, Citi Cards, & Club Sobeys Products
-General routine banking procedures
Professional Experience
CITI Inc., Mississauga, ON 2008 - 2016
Administrative Support Specialist 2015 / 2016
Opened and closed daily cash drawers for TD, RBC, BMO, Scotiabank, and Western Union. Traced letters of attorney and powers of attorney. Processed payments.
•Managed account processing and administrative processes, including CCS, outsource management, legal, payment exceptions, and channel strategies, adhering to company and departmental policies and procedures.
•Answered inquiries from customers, vendors, and business partners and liaised with nationwide debt-management agencies, trustees in bankruptcy, and legal offices, resolving complex activities under limited supervision and completing projects.
•Performed reapplication of functions, reconciling historical accounts.
•Supported expansive array of products and services, demonstrating technical and administrative expertise.
Dealer Relations and Accounts Administrator 2012 / 2014
Maintained accurate database information and processed bulk sales-representative transfers. Issued commission and service-fee reports to dealers’ clients and representatives.
•Set up advisors on ATAS (DSS) and Unitrax (GBL) and responded to emails, requesting actions of dealer head office when necessary, including providing agreements to trade with series or fund companies and requesting information to facilitate rollovers.
•Responded to dealers’ head office inquiries regarding compensation and conversions, building and maintaining relationships, facilitating plans of action, and involving other departments as needed.
Customer Care Agent, Diners Club, Citi, and Club Sobeys Master Card 2009 / 2012
Resolved personal and corporate card enquires. Developed and maintained client profiles. Built long-term customer relationships. Identified sales opportunities for Credit Shield insurance.
•Processed credit limit increases and decreases for accounts, addressing concerns regarding service failures and billing inquiries.
•Maintained internal and external customer satisfaction by responding to inquiries and problems and negotiating in professional and timely manner.
•Provided guidance during coaching sessions, supporting and cross-training new staff members.
Collections Department, Bankruptcy and Consumer Proposals 2008
Verified estate numbers with trustees and filed dates. Processed documents and Equifax enquiries.
•Requested credit files and background checks, researching client’s credit rating reports.
TD Bank Financial Group, Mississauga, ON 2007 – 2008
Client Service Administrator / Data Entry Insurance (contract position)
Managed insurance profiles and updated account information.
•Undertook statistical data research and analysis for TD Mortgage Systems, ensuring all system information was updated on enhanced platform for TD Life Group.
Carma Financial / Synergex Corporation, Mississauga, ON 2005 - 2006
Bank and Trade Credit Reporter
Contacted Equifax for credit files and background checks.
•Prepared bankruptcy and consumer proposals, distributing to management teams.
FEDEX Canada Call Centre, Mississauga, ON 2003 - 2004
Adjustment Agent / Customer Care
Managed client concerns regarding service failures and responded to billing inquiries.
•Determined and issued appropriate invoice adjustments by applying refunds and credits.
•Contacted customers and internal departments, ensuring accounts were in accordance with company policy and procedures.
RBC Royal Direct Call Centre, Mississauga, ON 2002 - 2003
Customer Service Consultant, Inbound (contract position)
Responded to inquiries.
•Maximized service opportunities by negotiating and meeting or exceeding customer expectations.
Maritz Canada Inc., Mississauga, ON 1999 - 2002
Administrator and Customer Service Representative, IBM Program Rewards
Resolved client issues.
•Directed inquiries regarding invoices by investigating, identifying, and implementing solutions for problems.
Education / Professional Development
Career Training, Wilson Learning, Mississauga, ON
Developing Performance Objectives, Customer Care Development, MS Outlook, Lotus Notes, MS Office
Carma Financial, Mississauga, ON
Time Management, Social Styles, Maritz Canada, Mississauga, ON
Microsoft Word and Excel, Sheridan College, Mississauga, ON
Memberships / Community Involvement
Member, United Way, Mississauga, ON
Volunteer, Habitat for Humanity, Toronto, ON
Volunteer, Salvation Army Food Bank, Mississauga and Toronto, ON
Sunday-School Teacher, New Beginning Baptist Church, Mississauga, ON
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