SUSAN VANDERBOL

**** ****** ******, ****** ** K4A 3K7

ad0j7a@r.postjobfree.com

Ph: 613-***-****

Professional Summary

Seasoned Customer Service Specialist/Administrative Assistant with more than 20 years of experience in fast-paced communication environment. Exellent customer service and professional skills. Track record of achieving exceptional results in customer satisfaction and customer service. Replaced supervisor's role when needed. Managed teams and provided support to agents when needed.

Skills

Responsible and Proficient in Customer Satisfaction/English

Passionate and Motivated with a Drive for Excellence/Sales

Reliable, Friendly and Enthusiastic of Specialization in Customer Service

Time Management Coordination/Technical Support

Understanding Office Practices Judgement and Decision Making

Microsoft Office/Adobe/Powerpoint Web based programs

Experience

Serco Inc.

Customer Service/Supervisor July 2019 - Current

{Drive Test Center} Division of Ministry of Transportation

Responding to inquiries related to driver licensing, determines applicant status, and provide information regarding test/re-test procedures and regulations relating to all classes of licences.

Distributes and verifies application forms for accuracy and completeness.

Investigates problems or errors in licence records and initiates corrections.

Captures applicant photos, administers vision tests to ensure minimum requirements are met, and provides referrals to vision specialists.

Collects applicable fees accurately.

Conducts and processes knowledge tests, dispatches road test appointments, provides results, issues temporary driver’s licences, and processes licensing changes.

Identifies licence exchange privileges and/or test requirements for driver’s licence applicants from other countries, provinces, and jurisdictions; assesses foreign licence eligibility, translations, and letters of authentication from other countries.

Contacts members of the public to communicate information and correct errors.

Administers commercial licence renewals, including accepting medical examination reports and criminal record checks.

Escalates customer concerns and redirects customers to other government agencies, when required.

Provides Security Guard Testing (SGT) examination services support.

Scotia Bank

Customer Service Officer Nov 2018 - June 2019

Confer with customers by telephone to provide information on their credit card accounts. Sent cheques, did balance transfers and provided technical support for online accounts. Took payments, activated credit cards, added authorize users to the account. Updated addresses, sent tickets for fraudulent transactions and explained authorized transactions. Coordinate 3 different screens for different systems at the same time.

J2 Global Communications

Customer Service Specialist Aug 2013 - Oct 2018

Provided information about products or services. Enter orders, cancel accounts, or obtain details of complaints. Keep records of customer interactions or transactions. Recording detail of inquiries, complaints, or comments, as well as actions taken. Check to ensure that appropriate changes were made to resolve customers problems. Determine charges for service requested, collect deposits or payments, or arrange for billing. Solicit sales of new or additional services or products.

Rogers Communications

Customer Service Specialist June 2002 - May 2013

Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. Check to ensure that appropriate changes were made to resolve customers problems. Determine charges for services requested, collect deposits or payments, or arrange billing. Contact customers to respond to inquiries or to notify them to claim investigation results or any planned adjustments. Recommend improvements in products, packages, shipping, service, or billing methods and procedures to prevent future problems. Solicit sales of new or additional services or products. Order tests that could determine the cause of product malfunctions.

Education

High School Diploma June 1981

Lake of Two Mountains High School

Deux-Montagnes, QC

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