Customer Service Representative

MARIA BROMFIELD Phone: 437-***-****

Email: ************@*****.***

Client Service Representative Toronto, ON CANADA

CAREER OBJECTIVE

Aspiring Customer Service Specialist with a strong academic background in Communication and Business Studies, aiming to leverage my problem-solving skills, strong organizational skills, attention to detail, conflict resolution abilities and positive attitude, with a passion for helping others to enhance client relationships at a company that encourages personal and professional growth.

SKILLS

Stress Management * Listening * Discretion * Financial Knowledge * Problem-solving * Technical * Patient and Empathetic * Sales * Attention to detail * Time management * Team work * Communication * Customer Service

EXPERIENCE

Customer Service Representative – Transfer Agent, 01.23 to 03.23

Pitch Perfect Solutions - (Hybrid), Toronto, ON

• Made outbound calls and received incoming calls on a computer-automated system. (no manual dialing involved)

• Read written script offering incentives or services for customers based in the US

• Verified customers information and pre-qualify customers for services

• Transferred the customer to a licensed insurance agent for billable sales

• Attended weekly meetings for updated information and new services or incentives for customers

Client Service Representative, Level 2 11.2019 to 08.2022

Tangerine / Scotia Bank, North York, ON

• Provided assistance to customers about bank services such as account balances, bank policies, interest rates, and other inquiries.

• Guides customers on how to use banking technology such as ATMs, online banking, mobile banking apps, etc.

• Helped customers with account related issues such as updating personal information, opening and closing accounts, and transferring funds.

• Addressed and resolved customer complaints or issues promptly and professionally.

• Identified complex problems, evaluate options, and implement solutions.

• Referred unresolved customer grievances to designated departments for further investigation.

• Identified opportunities to cross-sell or upsell bank products and services.

• Informed customers about new products, services, or promotions.

• Participated in marketing campaigns and assist in product launches.

• Recorded all customer interactions and transactions, detailing inquiries, complaints, or comments, as well as actions taken.

• Processed customer requests for services, such as additional checkbooks, changing account status, or setting up direct payments.

• Adhered to all financial and legal regulations by maintaining knowledge of all relevant bank policies and procedures.

• Answered customer calls professionally and courteously, and ensured customer confidentiality and privacy.

• Provided clear and effective communication to customers, peers, and superiors.

Maria Bromfield 437-***-**** Page – 2

• Explained complex banking terms and conditions in simple language to customers.

• Stayed updated about changes in bank products, services, and policies by attending training programs to enhance knowledge and skills.

Administrative Coordinator 04.2018 to 12.2018

Jamaican Canadian Association, North York, ON

• Managed all aspects of administrative tasks, document preparation, data entry and communication management (email, correspondence to vendors, members and community)

• Sourced creative materials such as graphics, videos or audio recordings fur use at events

• Connected teams and departments by demonstrating excellent communication skills when interacting with clients, vendors and other board members involved in the planning process.

• Scheduled and coordinated meetings, send invites via email, interoffice memorandums and telephone; set up conference room and necessary equipment for presentation

• Trained and supervised summer and volunteer students and assisted with the daily hall rental facilities.

• Managed budget – tracked expenses, process invoices and plan for future budget needs, and identified cost-saving opportunities

• managed tight deadlines for projects and helped maintained organization in a busy environment

• Met all challenges and anticipated problems and created solutions and put them into action to keep things running smoothly

• Managed digital and paper format filing records; analyze data and coordinated virtual or remote collaborations with various departments

Customer Client Representative 07-2014 to 01-2015

MultiHealth Solutions Inc. (MHS) – Mat Leave Contract

North York, ON

• Assisted clients with every day assessment results with CONNERS, ARES, CAFAS, CAARS and CAS, etc.

• Walked clients through on how to access, send, generate reports through MHS online portals

• Processed online orders for test kits and worked closely with warehouse staff to ensure that the proper sets were being sent to clients

• Processed online payments for test kits and ensure proper usage were assigned properly to each kits and clients

• assisted clients with the task of assessment workflow, from adding a client to generating a report

• Streamlined incoming calls to ensure proper clients were being transferred to correct departments or team

• Met and greeted walk-in clients for meetings or pick up of marketing tools or test results

EDUCATION

College Certificate in Business Administration – Concord Business College, Toronto, ON Sept. 2014

College Diploma in Communications – Centennial College, Toronto, ON May 1993

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