Customer Service & Admin Specialist
Resume:
TODD MICHAUD
FREDERICTON, NB E3A 2W8
****************@*****.**
EMPLOYMENT OBJECTIVE
To excel and succeed in the Data Processing, Office Administration or Technical Support industries. EMPLOYMENT
belairdirect
July 2025 – January 2026
Member Support Team Group Benefits Administrator
• In July 2025, Johnson Insurance Inc. was rebranded to belairdirect. Below-mentioned tasks & responsibilities continued.
• Tasks increased to renaming, dispatching and processing Dispatch Tool tickets for various Western, Eastern and Atlantic regions.
• Processing and confirming member emergency medical expense claims to various travel insurance carriers in a timely fashion due to strict deadlines.
• Assisting Off-Queue Agents with the dispatching of regional member Digital Mail & e-mails, and triaging urgent inquiries to Management.
• Providing assistance & guidance to Off & On-Queue agents with the newly-developed Intranet Workflow Tool Knowledge Base.
• Providing support to the Digital Support Team with member file corrections & address alignments to allow members to access their policy details via the belairdirect portal. Johnson Insurance Inc.
August 2023 – July 2025
Group Benefits Administrator
• Address member inquiries & requests via phone and e-mail communications.
• Process Overage Dependent monthly reports.
• Monitor the Verification of Coverage shared network folder and confirm member benefits coverage to insurance carriers upon request.
• Assist office walk-in members with requests & inquiries, and provide group benefits administrative support to office staff.
• Following and adhering to corporate standards, guidelines and templates when submitting in-office requests to the Off-Queue processing team.
• Reporting clerical & administrative errors to Management when encountering member group benefits & life insurance misinformation issued by On & Off-Queue agents. NOTE: A two-year hiatus was taken due to health, family & personal issues. NB Power
October 2013 – October 2021
Customer Service Representative -- contracted with Manpower Temporary Services
• Worked in the overdue accounts department, helping customers with payment arrangements, provided guidelines and requirements for disconnections for non-payment, and promoted various social programs for financial assistance.
• Provided explanations and breakdowns of customers' consumption for high bill complaints.
• Reported unplanned power outages.
• Created work orders for move-in customer requests and processing various and complex work orders. Atelka Call Center
April 2011 – June 2013
Customer service representative for the Fido project
• Answering client calls and discuss service products and promote sales offers.
• Technical troubleshooting, sales, and processing invoice payments. Kimble Convenience
January 2010 – July 2010
Cashier Clerk
• Provided customer service, processed payment transactions and end-of-shift closings.
• Stocked new merchandise upon arrival.
The City Motel
January 2009 – April 2011
Front Desk Clerk / Night Auditor
• Room and conference reservations, and processing payments upon guest check-outs.
• Responsible for cash handling, end-of-shift closings, balancing financial statements for the current day's shifts and updating housekeeping worksheets for the following day to ensure housekeepers were well-informed of room status.
Goose Lane Editions
October 2008 – January 2009
Administrative Assistant/Customer Service Specialist
• Processing order payments, issuing invoices and distributing correspondence.
• Operating the main switchboard and directing calls to the appropriate departments.
• Collections of client accounts, office supply orders, greeting customers, shipping orders, and deposits. Crowne Plaza Lord Beaverbrook
December 2006 – October 2008
Senior Night Auditor/Supervisor
• Prepared and processed audit reports.
• Guest reservations, processed payments, balanced the income journal, and input occupancy data into hotel reports.
The City Motel
October 2005 – March 2008
Front Desk Clerk / Night Auditor
• Same responsibilities as January 2009 – April 2011 employment. LANGUAGE SKILLS
English: Fluent (oral/written)
French: Proficient (oral/written)
EDUCATION
Computer Training Institute: Graduated with diploma June 1995 Microcomputer Management/Technician
Atlantic Business College: Graduated with diploma June 1993 Secretary/Office Administration/Accounting Clerk
John Caldwell High School: Graduated with diploma June 1990 Majored in Office Procedures, Accounting and English Grammar SKILLS & QUALIFICATIONS
• Microsoft Windows operating system environment (any version)
• Microsoft 365 Suite (Word, Excel, PowerPoint, Outlook)
• Microsoft Teams meetings and group chat
• SharePoint navigation reference material and archives
• Ariel Pension Plan database (Unix)
• Five Star Hotel Reservation Management System
• Opera Reservations 4.0 & Protobase Settlement Interface
• SAP Client Database & OMS Emergency Outage System
• AS400 Client Database System
• Dispatch Tool Ticket
• Various software & hardware troubleshooting
• Ability to work independently in a fast-paced environment without supervision
• Possess organizational & structured skills with the ability to prioritize tasks HOBBIES & INTERESTS
Knitting part-time, playing computer video games, listening to music, social media, collecting various action figures, knick-knacks & paraphernalia, and providing software & hardware troubleshooting support to family and friends.
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