Customer Service Manager & Admin Specialist

Helen Watts

Customer Service Manager & Administrative Assistant

*************@*****.*** • 416-***-****

Brampton, ON L6R 3X6

Summary

Dedicated, passionate, professional offering experience in operations administration, account management, and client experience for quality organizations delivering impactful results. Skilled at: establishing customer relationships, defining needs, and presenting solutions to meet those requirements. Proficient at: assessing processes, offering recommendations, and integrating new workflows that augment productivity. Excel at: time management, organization, prioritization, and communication with colleagues and clients. A leader consistently rewarded with expanded levels of responsibility due to a track record of performance and results.

Areas of Expertise

• Business Development

• Document Control

• Database Management

• Scheduling & Calendar

• Project Management

• Regulatory Compliance

• Order Processing

• Records Management

• Staff Training & Mentorship

• Travel Arrangements

• Customer Service

• Client Retention

• Financial Administration

• Office Machinery

• Business Technology

• Banking & Lending Services

• Teamwork & Collaboration

• Active Listening

• Attention to Detail

• Complex Problem Solving

• Analytical Mindset

• Event Planning

• Entertainment Events

• Contract Negotiation

Professional Experience

Manulife, Toronto, ON (Contract E-team 1st 6 months)

Professional Customer Service II November 2021 - Present

Deliver exceptional support with the customer as the main focus, this role takes a proactive approach to every customer interaction to ensure high quality Manulife/John Hancock experience. By assessing needs, prioritizing tasks, and executing duties in a self-directed manner.

• Managing, resolving and communicating service requests for US retirement clients.

• Assisting customers with their 401K and Traditional an Non Traditional Roth plans

• Covering a comprehensive suite of products, tools and services utilizing multiple systems platforms and methods

• Using Apollo, AWD, E-Treasury, SIL’s and BI Tool to track calls

• Responsible for Customer Protection around personally identifiable information and risk mitigation including account take over and fraud.

• Accurately and thoroughly handle increasingly complex client service requests as initial point of contact.

• Provide information on insurance typically related to coverage benefits payments, follow up on outstanding information requests or policy procedures.

• Effectively use multiple administrative systems to resolve inquiries, within service standards.

• Take a proactive role in identifying and reporting areas of continuing client concern and make recommendations to help develop and implement strategies to resolve the issues in order to improve service experience.

• Always Customer Service first, make sure they leave with the result they needed

Team Industrial Services, Brampton, ON

Site Supervisor – Chrysler Plant (Contract) 2020 - 2021

Delivered exceptional support to the General Service Operator’s (GSO’s) by assessing needs, prioritizing tasks, and executing duties in a self-directed manner. Oversaw 75 (GSO’s) by defining objectives, delegating responsibilities, and ensuring goals were met. Additionally, adhered to corporate policy at all times (Contract).

• Completed accurate and timely reports for management as required (staff schedules, attendance records, recruitment/ payroll documentation).

• Commended for the way I cared for union employee’s and union representatives.

• Provided training to the staff on relevant environmental health and safety requirements.

• Investigated accidents, completed accident reports and insured preventative actions were implemented.

• Provide leadership for continuous improvement resulting in productivity gains from doing it right the first time.

• Prepared reports on safety near-misses, accidents, and hazards identification.

• Made Toolbox Talks weekly, which all team members had to sign knowing the importance of safety.

• Worked in an environment where deadlines were very short and was able to adapt very quickly to the needs of the business.

• I took cost-control, safety, and quality incredibly seriously and did manage conflict, mentor individuals, coordinate schedules, and identify gaps in skills or resources.

• WHMIS certified.

• Insured Compliance with Safety Standards, including lockout / tag-out

• 5,s quality insurance

ADESA, Toronto, ON 2016 – 2020

Administrative Assistant for Customer Service Manager, 2018 - 2020

Delivered exceptional support to the CSM by assessing needs, prioritizing tasks, and executing duties in a self-directed manner. Oversaw 16 Customer Services Representatives by defining objectives, delegating responsibilities, and ensuring goals were met. Additionally, adhered to corporate policy at all times.

• Received customer inquiries, researched answers, and provided information about client accounts.

• Achieved and exceeded service metrics on a consistent basis.

• Demonstrated the ability to de-escalate tense situations with customers for past due accounts.

• Commended for the ability to assist customers, solve issues, and free-up time for the CSM.

• Generated financial reports for Ford, Mercedes-Benz, and Toronto Dominion Bank, among others.

• Executed special projects as assigned by the CSM.

• Promoted to the position after exhibiting the ability to complete administrative tasks with precision.

Customer Service Representative & Front Office, 2016 - 2018

Communicated and collaborate with Mercedes-Benz, Nissan, Honda, BMW, Porsche, Volkswagen, CDLSI, and Mitsubishi regarding customer accounts. Relayed pertinent information to clients in an effort to answer questions, inquiries, or outstanding discrepancies.

• Arranged repossession documents and obtained corresponding paperwork.

• Processed NOI’s, PPSA’s, and contracts for companies such as Nissan, Honda, and Volkswagen.

• Utilized the AMS platform in daily responsibilities to generate sales summaries and inventory reports.

• Greeted patrons upon arrival, ascertained needs, and directed communication to the appropriate party.

• Received and resolved issues regarding sales on behalf of clients.

• Processed payments, updated account records, and maintained confidentiality practices.

• Credited for achieving and surpassing customer service standards.

Elite Stage Productions, Dawson City, YT 2006 – 2015

Business Owner & Director of Operations

Presided over a business offering services to a non-profit organization in show business. Recruited top talent comprised of dancers, singers, musicians, and technicians for various shows. Developed budgets, allocated resources, and tracked spending for each event. Additionally, created dynamic marketing and advertising materials distributed across traditional and digital media.

• Executed administrative tasks including: copying scripts, populating rehearsal call sheets, and generating associated reports.

• Arranged rehearsal space to meet the unique needs of each production.

• Defined the scale, scope, and size of each production.

• Crafted detailed proposals to bid on contracts for various projects.

• Coordinated costumes, props, music, and necessary studio equipment.

• Selected music, arranged for recordings, and directed performers for each show.

• Maintained expansive knowledge regarding union contacts and regulatory compliance for Equity, Socan, and Workers Comp.

• Contributed as a producer, choreographer, dancer, and singer to various shows.

CÜR Laser & Skin, Vancouver, BC 2013 – 2015

Front Office Supervisor

Orchestrated daily operations for a high volume business focused on beauty and wellness. Greeted patrons, answered inquiries regarding services, and directed customers to the appropriate party. Demonstrated the ability to operate a multi-line phone system, scheduled appointments, and confirmed clients prior to service.

• Generated, updated, and maintained electronic records.

• Drafted correspondence, exercised document control, and presided over databases.

• Executed large volumes of word processing and created spreadsheets.

• Collected, disbursed, and balanced funds from cash accounts. Additionally, maintained financial records.

• Verified employee hours before submitting payroll reports for processing.

• Utilized the Insight Management System to oversee manage customer files, historical sales, and inventory.

CIBC, Dawson City, YT 2004 – 2009, Contract - 2011

Financial Services Representative

Engaged with corporate and retail customers, defined financial needs, and presented solutions to mee those requirements. Offered education about various lending, savings, and banking products aimed to achieving both short and long-term financial goals. Demonstrated the ability to manage a portfolio of clients with exemplary customer service.

• Received loan applications, evaluated credit risk, and issued approvals or denials.

• Assessed credit reports, verified assets, and calculated ratios used in lending practices.

• Compiled relevant financial information in accordance with loan policies prior to making a determination.

• Orchestrated the approval or denial process associated with lines of credit or personal loans.

• Managed the flow of cash for financial instruments.

• Updated credit records, amended loan files, and maintained confidentiality practices at all times.

• Designated as the lead team member on call for ATM service. Additionally, balanced night bags.

• Assisted Customer Service Representatives with business and personal accounts as well as bundling checks.

• Promoted from Customer Service Representative after demonstrating proficiency for leadership.

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