Customer Service Long-Term

Carmen Codner

Toronto, ON • 226-***-**** • ️ *******@*****.***

I am writing to express my interest in the Customer Service Representative position within the. With over three years of experience in operations, customer service, and administrative support across the banking, regulatory, and automotive sectors, I bring a proven ability to manage high-volume back-office processes with precision and professionalism.

In my previous roles, I’ve consistently demonstrated strong organizational skills, a keen eye for detail, and the ability to adapt quickly in fast-paced environments. Whether coordinating complex administrative workflows or resolving client issues over the phone, I take pride in delivering consistent, high-quality results that support broader service level goals. My experience in regulatory services and financial operations has equipped me with a deep understanding of compliance, confidentiality, and the importance of accuracy in every transaction.

I am particularly drawn to this opportunity because of its focus on operational excellence and its hybrid structure in Mississauga, which aligns well with my preferences for proximity and work-life balance. I am confident that my dedication to efficiency, my comfort with structured routines, and my ability to remain composed during peak periods would make me a valuable asset to your team.

Thank you for considering my application. I would welcome the opportunity to contribute to your team’s success and would be happy to discuss how my background aligns with your operational goals.

Warm regards,

Carmen Codner

Carmen Codner

Toronto, ON • 226-***-**** • ️ *******@*****.***

Objective

To effectively communicate with clients while processing applications and maintaining confidentiality, to guarantee a positive experience and client satisfaction at every interaction, while adhering to the company's standards, guidelines, and policies

Professional Experience

Skilled Trades Ontario – Mississauga, ON

Client Services Consultant (Contract)

May 2025 – November 2025

Handle high-volume inquiries, delivering clear information on certifications, apprenticeships, and application statuses

Maintain accurate records, ensuring privacy compliance

Collaborate cross-functionally to improve client experience and internal processes

Entering data accurately and efficiently into our system

Verifying the accuracy and completeness of data entered

Managing and organizing large amounts of data

Maintaining confidentiality and security of all data entered

Managed and logged all customer interactions on the membership management platform AMANDA

Assisted clients with member applications and completed customer equivalence assessment forms on the phone and at the front counter

Supported all customer queries in English over the phone, email, and at the front counter

Investigated and resolved client inquiries and complaints promptly

Ensured superior customer experience by addressing customer concerns, showing empathy, and solving problems on the spot while adhering to the College’s standards, guidelines, and policies

Learned, referenced, and applied company policies, rules, and regulations

Gained a solid understanding of the Rules of Procedure of the Discipline Committee

Ontario Energy Board – Toronto, ON

Public Information Officer (Contract)February 2024 -August 2024

Delivered multi-channel support (phone, email, chat) to members regarding regulatory guidelines, billing inquiries, and energy conservation programs.

Resolved public inquiries and complaints efficiently, improving response time by 30% through proactive communication and issue tracking.

Provided empathetic and accurate assistance to low-income clients, ensuring proper account and billing management in alignment with program requirements.

Conducted detailed application reviews and validations to ensure compliance with program standards.

Demonstrated strong data entry skills and proficiently navigated internal databases to maintain accurate member records.

Maintained organized records management systems—both manual and digital—ensuring secure and efficient access to member information.

TD Bank – Toronto, ON

Operations Officer (Contract)

Oct 2022 – Oct 2023

Processed banking transactions (deposits, withdrawals, loans) with high accuracy

Ensured AML, KYC, and SLA compliance in day-to-day operations

Delivered frontline customer support and resolved operational issues efficiently

Managed and logged all customer interactions on the customers in the management platform FINTRAC

Customer & Client Relations

Processed mortgage applications, lines of credit, and a variety of credit products and services

Demonstrated core competencies in accuracy, compliance, and customer-focused financial solutions

Banking Operations (AML, KYC, RTR, SLA) Conflict Resolution & Problem Solving

Regulatory Compliance & Public Service

Call Centre & Multichannel Communication

Data Entry & Record Management

Microsoft Office Suite (Word, Excel, PowerPoint, OneNote)

Education & Training

Business Administration Diploma – Trios College, 2010

Aviation Degree – University of Fraser Valley, 2001

Business & Financial Program Certificate – Ryerson Polytechnic, 1999

Reference on Request

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