Genevieve M. Therrien

***** ** ******, **

Edmonton, Ab T6A 3K9

adjl9f@r.postjobfree.com

January 22, 2021

You will find that I possess a combination of knowledge, experience, and character that will allow me to be successful in the Receptionist position as advertised with EPCOR. My ambitious nature, positive disposition and strong work ethic enable me to excel in the workplace.

My past work experience has provided me the opportunity for growth around stakeholder relations/customer service, legal administration, office coordination, and regulatory/quasi-judicial administration. I am a strong multitasker and my aptitude for learning allows me to adapt to work environments quickly and efficiently. I enjoy the experience that new challenges bring and the opportunities for professional growth that they provide. I am comfortable working in both independent and collaborative environments, and in assuming responsibility for the completion of tasks. I have worked in several call centre-based positions and have previously been employed in the roll of Reception. I have strong written and oral communication skills and excel at time management, appointment & dossier management, handling of cash/POS systems and inventory/records maintenance. I have over 18 years of Customer Service experience as well as accreditation through The ADR Institute of Alberta (ADARA) in mediation and ADR. I am currently looking for P/T work to supplement my income due to COVID. In the spring I plan to return to school and am hoping to retain P/T work with the flexibility to accommodate my classes and curriculum workload.

You will find attached my resume, outlining my qualifications and work history. Letters of reference will be made available at your request. I look forward to your response.

Thank you for your time and consideration,

Genevieve M. Therrien

Genevieve M. Therrien

10433 81 Street NW Edmonton, Alberta, T6A 3K9 780-***-**** adjl9f@r.postjobfree.com Education

Grant MacEwan University – Edmonton, Alberta

Holistic Health Practitioner Diploma, June 2011

ADR (Alternative Dispute Resolution) Institute of Alberta – Edmonton, Alberta Communications in ADR, May 2016

Workplace Institute - Edmonton, Alberta

Investigations Training: How to Investigate and Investigative Interviewing – May 2017 Foundation of Administrative Justice – Edmonton, Alberta Principals of Administrative Justice – February 2019 Decision Writing – March 2019

Experience

Alberta Motor Vehicle Industry Council (AMVIC), July 2012 – February 2020 AMVIC – Compensation Fund Coordinator (CFC) 2017 - 2020:

• Responsible for administering the Compensation Fund on a day-to-day basis. The responsibilities of the CFC regarding the Fund include:

• Intake and data entry of claims into various file formats.

• Manage expectations of both the consumer and business throughout processing of claim by communicating information related to operational procedure, requirements/responsibilities and any other relevant information laid out in AMVIC Bylaw 2.

• Review all claims and application requirements and conduct an initial eligibility assessment for all claims.

• Provide administrative support for the Fund to the Manager of Legal Services.

• Facilitate distribution of requisition forms for payment of approved claims from the Fund.

• Report to the Manager of Legal Services regarding all matters related to the application process and the day-to-day operation of the Fund.

• Liaise with investigators regarding claims for compensation.

• Develop and maintain excel database to track claims.

• Develop claim forms and letters as needed for approval of the CEO.

• Strong computer and data entry skills including Word, Excel, and Outlook. AMVIC - Consumer Services Officer (CSO) 2014 - 2017:

• Comprehensive knowledge of the Consumer Protection Act, Automotive Business Regulations, Traffic Safety Act and all AMVIC Bylaws.

• Respond to a high volume of consumer inquiries and complaints with regards to infractions of the Consumer Protection Act, Automotive Business Regulations and the Traffic Safety Act.

• Initiating the file composition and preliminary investigative research on all complaints received to determine if the complaint falls within AMVIC jurisdiction.

• Preparation of formal written communications to Consumers and Shareholders regarding regulatory decisions made at the CSO and Investigations level.

• Communicating with dealerships and consumers to engage in mediation (Alternative Dispute Resolution) on behalf of the consumer. Strong capacity to problem solve and select appropriate resolution. Strong verbal communication skills.

• Providing referrals to consumer and shareholders to address non-jurisdictional issues.

• Maintaining and reporting statistics related to consumer services activities.

• Conducting CPIC, CORES, CATS and CRM enquires – some familiarity with JOIN and MOVES

• Strong computer and data entry skills including Word, Excel, and Outlook.

• Strong time management, organizational, and multitasking abilities. AMVIC - Receptionist & Licensing Advisor 2012 - 2014:

• Represent AMVIC in a professional manner as first point of contact.

• Provide information, answer questions and distribute required documents or referrals to industry representatives and consumers.

• Process business licence and salesperson registration applications following AMVIC policy and procedure.

• Process requests for closing of licensing files. AMVIC Licensing - Temp Position 2002 – 2003:

• Temporary employment as a data entry clerk and licensing processor.

• Duties include entry of cash data, filing, records retention and customer service.

• Familiar with licence processing, student course registration, and billing using a spreadsheet structure. Etzio: Women’s on Whyte, August 1995 – May 2012

• Sales associate- sales representative, managerial duties including customer service, complaint resolution, sales and marketing, and merchandising and inventory maintenance.

• Retail Buyer- purchasing, shipping, and receiving of retail merchandise, domestic and international buying (team and independent), management of consignment artists and inventory. Volunteer Work

• Back Country Tours (Conservation Canada), June 2004 – August 2004 Muskwa-Ketchika, B.C. Outrider, wrangler and guide hand for government funded tours focused on resource extraction and environmental conservation. Duties include camp operations, horse care, and over-night excursions.

• ABC Adoption Clinic (Educational seminar), March 1999 Edmonton, A.B. Spoke to expectant mothers about options available and the functions of an open adoption process.

• Adoption Options (Social Services seminar), June 1998 Edmonton, A.B. Guest speaker for adoption facilitation based on experience from personal situation related to birthmothers in support of open adoption.

* References Available Upon Request *