Marcia Raynor-Reid

** ****** ***** *******, *******, L5W 1L6

Phone: 416-***-****

Email: ad2e70@r.postjobfree.com

CAREER SUMMARY

Excellent communication, interpersonal and problem solving skills with the ability to work with employees within and across departments and with external companies and adept to consistently provide innovative solutions to clients;

Flexible and self-motivated team player with demonstrated organizational and time management skills within deadline driven environments;

Ability to develop and maintain cooperative working relationships with multiple stakeholders, use own initiative to perform independently; work as a team player to achieve organizational goals;

Ability to manage own workload and support others as required in order to deliver quality results and meet predetermined timelines;

Proficient in: MS office including Word, Excel, PowerPoint and SharePoint

PROFESSIONAL EXPERIENCE

ADMINISTRATIVE / CUSTOMER SERVICE REPRESENTATIVE

Cardinal Couriers Service March 2018 – Current

Respond to shipping and order status inquiries and provides feedback on freights

Administration support, booking and setting appointments with shippers and consignees

Respond to shipping inquiries from customers who have questions regarding their freights and deliveries.

Acted as the point of contact to both internal and external clients while identifying potential service problems and ensured timely resolutions to meet customer’s needs while achieving best solutions for the organization.

Answer inquires via phone and email, also provide excellent customer service to both internal and external clients

ADMINISTRATIVE / CUSTOMER SERVICE REPRESENTATIVE (Contract)

HRAI Feb 2018 – Jul 2018

Carried out administrative duties related to reporting, database management, contractor lockouts or

ad hoc contractor issues.

Maintained up to date filing systems, including due diligence in maintenance of contractor files.

Provided excellent customer service and resource support to external parties such as contractors, consumers and internal staff with respect to the programs and services offered within the program.

Assisted Senior Project Coordinator with tracking contractor compliances.

Provided recommendations that will enhance relevant programs or operating procedures and practices.

Marcia Raynor-Reid

36 Alcorn Drive Lindsay, Ontario, L5W 1L6

Phone: 416-***-****

Email: ad2e70@r.postjobfree.com

SENIOR CUSTOMER SERVICE REPRESENTATIVE

Bell Canada Jan 2005 – Jul 2016

Created positive client experience by understanding and meeting clients’ transactional and service needs quickly, professionally and accurately.

Identified and provided possible resolution for installation of services due to missed appointments.

Answered incoming calls promptly and promote sales of the organization’s services by offering promotions within mandated limits.

Developed and maintained regular contact with customers to ensure solid relationships and retention.

Acted as the point of contact on the billing priority queue while identifying potential billing problems and ensured timely resolutions by negotiating payment arrangements to meet customer’s needs while achieving best value and results for the organization.

Liaised with internal stakeholders to resolve escalated customer installation issues.

Met or exceeded call center monthly performance objectives including call quality and call handle times.

Acted as the resource person for the department and assist when needed to maintain smooth flow of daily work processes.

CUSTOMER SERVICE REPRESENTATIVE

Shaw Cable Mar 2002 – Jan 2005

Promoted the organization’s products and services to potential customers.

Researched outstanding payments and perform routine data entry functions to resolve findings.

Delivered friendly and professional service to new and existing clients by telephone.

Took ownership of clients’ complaints and issues, initiating action or resolving the problem within a reasonable time and keeping the clients informed during the process.

Organized and updated job status on scheduler daily for complete and accurate technician report.

EDUCATIONAL QUALIFICATIONS

Information System Program

Centennial College 1995

Management Studies Certificate

SCAS 1991

Secretarial Studies Certificate

SCAS 1990

RECOGNITION

Bell Canada : Recognition for delivering top tier customer service 2010

VOLUNTARY ACTIVITIES

Apple Creek Children’s Ministry, Teacher, Markham, Canada Present

Good Deeds Food Bank, Markham, Canada Present

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