Customer Service Human Resources

Marcia Raynor-Reid

** ********* ****** *********** ******* L4A 0P2 ************@*****.*** 416-***-****

SUMMARY OF SKILLS

●Excellent communication, interpersonal and problem solving skills with the ability to work with employees within and across departments.

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

●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.

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

WORK EXPERIENCE

Canadian Imperial Bank of Commerce –Senior Reconciliation Officer November 2024– March2025

●Report various accounts within CIBC using the TLM reconciliation application.

●Investigate as required to complete internal and external customer requests while contributing to the overall effectiveness and efficiency of the team.

●Reconcile nostro and suspense accounts daily and with accuracy to meet the tight service level agreement deadlines.

●Sustain and mitigate operational risk through organization and delivery of tasks.

Kohl & Frisch (Contract-ABL Employment)–Accounts/Administrative Clerk November 2022– March 2023

●Maintained updated records of invoices and receipts and reconciled these against purchase and delivery orders.

●Identified and Investigated any discrepancies in billings and invoices.

●Coordinated and handled time sensitive deliveries, ensuring that clients are fully satisfied.

Cardinal Couriers Ltd. – Administrative/Customer Service Representative March 2019 – November 2021

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

●Investigated and reconciled cash book entries to actual receipts.

●Completed restructuring and digitalization of department document filing system.

HRAI – Administrative/Customer Service Representative (Contract) February 2018 – July 2018

●Worked within the defined company policies and procedures to mitigate risk exposure.

●Provided recommendations that enhanced relevant programs, operating procedures and practices.

●Assisted Senior Project Coordinator with tracking contractor compliance.

●Carried out administrative duties related to reporting, database management, contractor lockouts and ad hoc contractor issues.

Page 2 of 2 Marcia Raynor-Reid

Bell Canada – Senior Customer Service Representative January 2005 – July 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.

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

●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 customers’ needs.

EDUCATIONAL QUALIFICATIONS

Information System Program

Centennial College 1995

Management Studies Certificate

Scarborough School for Alternative Studies 1991

Secretarial Studies Certificate

Scarborough School for Alternative Studies 1990

VOLUNTEER EXPERIENCE

Apple Creek Children’s Ministry – Counsellor September 2009 – Present

●Teach and supervise children ages 4-7 using the guidelines of the curriculum in a fun and interactive way.

●Worked cooperatively with other counsellors to ensure safety on site.

Good Deeds Food Bank – General Volunteer February 2011 – Present

●Served clients in a friendly and helpful manner.

●Unload from delivery truck, sort and stack items in an orderly manner in the storage area.

●Maintain records of how much food is given for stock replenishment.

●Ensure stock is in good condition before delivery.

RECOGNITION

Bell Canada: Recognition for delivering top tier customer service 2010

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