Customer Care Administrative Assistant
Resume:
Opal McKnight-Kleinsasser
Professional Summary
High-performing Customer Service & Administrative Professional with over 10 years’ experience in fast-paced customer-centric and call center environments. Proficient in Microsoft Office Suite such as Excel, Word, Microsoft Powerpoint and Access, QuickBooks and Outlook. Proven and reliable with a meticulously detail-oriented and organized nature.
Work History
Calgary Parking Authority – Customer Service Representative
Calgary, AB
November 2020-Present
July 2018 – February 2019
Achieved over 90% satisfaction rating when handling customers’ need such as issuance of Residential Parking permits (RPP), parking ticket payments and parking ticket appeals
Contacted City of Calgary Roads and other CPA departments to resolve issues and ensured a high level of customer service.
Reimagined client satisfaction strategy to include a low balance warning message on the Parking App, resulting in reduced parking tickets issued to clients and emails requesting in reversal of fines.
Processed refunds and adjusted ParkPlus accounts and educated public regarding a variety of parking related issues.
Saputo-Customer Care Agent
Calgary, AB
2015 - 2018
Served over 150 customers daily by providing technical guidance and support for online services such as verifying routes and delivery information, creating online accounts, resetting passwords, responding to inquiries and providing order information resulting in the minimization of data entry errors
Worked in collaboration with sales, distribution, warehousing and production in regards to ETA of delivery
GE Canada- Corporate Receptionist/Administrative Assistant
Calgary, AB
2014
Provided senior administrative support by managing master schedule of events and priorities, scheduling appointments and catering for meetings and maintaining rapport with clients at all levels of the organization
Coordinated the logistics of corporate events by booking appointments, venue and communicated with related stakeholders and ensured smooth execution strategy to meet desired goals
Provided administrative support to a general office team of 30 people by maintaining office supplies and equipment and sorting and distributing incoming mail
City of Calgary – Application Processing Representative
Calgary, AB
2014
Successfully administered applications such as Certificate of Compliance, Building Permits and Real Property Reports by entering data into POSSE and managing payment processes, and preparing and delivering time sensitive information to CPAG for review
Identified and assessed internal and external customers’ needs by responding to inquiries to achieve maximum satisfaction
Transcom North America-Customer Care Specialist
St. Catharines, ON
2012 - 2014
Managed large volumes of incoming calls and composed emails to customers and provided accurate and complete information that resulted in over 95% on audited calls and email responses
Handled customers’ complaints by providing appropriate solutions and alternatives within appropriate time limits, arranging for refunds and credits and followed-up to ensure resolution
Inspire Fundraising Solutions Call Centre-Fundraising Advisor
St. Catharines, ON
2013
Encouraged donors to register accounts online which resulted in a 20% reduction in administrative costs
Placed outbound communication by phone and increased solicitation by retaining support of previous donors
Maintained rapport with customers by setting priorities and resolving problem situations, resulting in stronger relationships
adj1wp@r.postjobfree.com
Calgary, Alberta T3N 1E6
Education
2013 Niagara College
Niagara-on-the Lake, ON Diploma: General Business
2013 Niagara College
Niagara-on-the Lake, ON Post Graduate Certificate: International Business Management
2004
Jamaica Theological Seminary, Kingston, Jamaica
Bachelor of Arts Degree: General Studies
Certificates/
Licenses
2020-2021
Talkdesk Advance Admin Certificate
Skills
Communication
Customer Service
Active Listening
Problem solving
.
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