Customer Service Quality Assurance

Detail-oriented and highly skilled Policy Operations and Administrative Professional

with 20+ years of experience across insurance services, regulated product packaging, and customer-facing environments. Recognized for efficiently managing policy workflows, case distribution, and high-volume data processing using tools such as Salesforce. Skilled in coordinating cross-functional teams, maintaining regulatory compliance, and optimizing operational accuracy in fast-paced, deadline-driven settings. Strong background in customer service, quality assurance, and CRM-based task prioritization with a commitment to process improvement and team efficiency. Professional Summary

Packaging Technician (Jul 2021 – Jun 2022)

BC Green Pharmaceutical Company – Princeton, BC

• Accurately weighed, packaged, and labeled cannabis products per applicable strict government regulations, ensuring 100% compliance.

• Maintained daily production logs, batch data, and product traceability through digital inventory and labeling systems.

• Adhered to SOPs and safety protocols while managing sensitive materials in a high-security, fast-paced environment.

• Supported production targets by completing packaging quotas consistently ahead of schedule and with zero errors.

• Collaborated with cross-department teams to streamline compliance process workflows and ensure seamless packaging flow.

Service Clerk (Cashier) (Oct 2020 – Jun 2021)

Save-On-Foods – Maple Ridge, BC

• Delivered prompt, courteous service in a high-traffic busy retail environment, handling up to 200+ transactions per shift.

• Operated POS systems efficiently while maintaining accuracy in pricing, returns, and customer account handling.

• Assisted in managing front-end inventory, packaging supplies, and floor support during peak operating hours.

• Promoted customer satisfaction by resolving issues quickly, resulting in positive feedback and loyalty.

• Maintained a clean, organized, and compliant work environment aligned with company service standards.

Policy Services Clerk – SME Commercial Department (Apr 2010 – May 2019) Canadian Northern Shield (CNS Insurance) – Vancouver, BC

• Managed 100–150 daily policy submissions using Salesforce CRM, routing cases to appropriate teams with precision.

• Entered and categorized policy data with correct industry codes, improving underwriting speed and accuracy by 30%.

• Supported policy renewals, new submissions, and broker inquiries with clear documentation and fast response times.

• Collaborated with underwriting and retention teams to optimize service levels, compliance, and turnaround targets.

• Played a key role in the Salesforce transition, ensuring seamless migration and training support for internal users.

Professional Experience

604-***-**** Jolanta Robertson

428-32335 Fletcher Avenue, Mission, BC

V2V 0L5

*******.*********@*****.***

• Policy Workflow Management

• Case Assignment & Prioritization

• Regulatory Compliance Support

• Insurance Documentation Processing

• Packaging & Labelling Compliance

• Customer Service Operations

• Records & Data Accuracy

• Salesforce-Based Case Routing

• Deadline-Driven Productivity

• Cross-Functional Team Coordination

Core Competencies

Grade 12 Diploma

• North Vancouver High School — North

Vancouver, BC

Education

CAIB I, II, III

• Canadian Accredited Insurance Broker

Program

Certification

• Salesforce CRM Platform

• Microsoft Word, Excel, Outlook

• Dictation & Transcription Tools

• Cannabis Inventory Systems

• Email Workflow Applications

• Data Management Systems

• Point-of-Sale (POS) Operation

• Digital Labeling Tools

Technical Skills

• 60–70 Words Per Minute

Typing Speed

Part-Time Cashier (Evenings/Weekends) (Concurrent – Over 20 Years) Save-On-Foods – Various Locations

• Delivered excellent front-line customer service in a consistent part-time role while balancing full-time administrative positions.

• Handled cash, debit, and credit card transactions with 100% accuracy in a high- volume grocery environment.

• Assisted with stock replenishment, product displays, and promotional signage for front-end merchandising.

• Supported team schedules and trained new cashiers on POS operation, conflict resolution, and store procedures.

• Maintained long-term reliability and strong loyalty to the brand, recognized for punctuality and professional demeanor.

• Time Management & Organization

• Verbal & Written Communication

• Attention to Detail

• Problem Solving Under Pressure

• Adaptability in Fast-Paced Settings

• Dependability & Work Ethic

• Collaboration & Team Spirit

• Confidentiality & Professionalism

Soft Skills

• Long-standing interest in operational

excellence, compliance, and digital

systems.

• References available upon request.

Additional Information

Dictation Typist / Administrative Support

• Provided transcription and administrative support for legal and insurance professionals, including Chevron Canada and Jardine Lloyd.

• Specialized in dicta typing, legal transcription, documentation, and high-speed word processing under tight daily deadlines.

• Recognized for exceptional accuracy, fast typing speed, and clear professional communication across multiple departments.

Early Career Highlights

Contact this candidate