Customer Service Leader with Administrative Expertise
Resume:
Dear Hiring Manager,
I am writing to express my interest in the Client Service Representative position. With over fifteen years of experience in financial services, customer support, and administrative operations, I bring a strong background in delivering professional, efficient, and client-focused service in both branch and call-center environments.
In my current role as Customer Service Supervisor with Peace Hills Trust, I oversee daily customer service operations, support and coach staff, and ensure compliance with regulatory and security standards. Prior to this role, I worked extensively in customer service positions where I handled high volumes of incoming calls, resolved client concerns, opened and maintained accounts, and ensured accurate documentation and record keeping. My experience has strengthened my ability to communicate clearly with clients, assess their needs quickly, and provide solutions in a timely and professional manner.
Throughout my career, I have developed strong technical and administrative skills, including experience with CRM systems such as Salesforce and Microsoft Office applications. I am known for my attention to detail, ability to work in fast-paced environments, and commitment to delivering positive client experiences.
I would welcome the opportunity to bring my customer service expertise, communication skills, and dedication to accuracy to the team at ISC. Thank you for considering my application. I look forward to the possibility of discussing how my experience can contribute to your organization.
Sincerely,
Winnie Mombo-Makay
WINNIE MOMBO-MAKAY
306-***-**** (cell)
******@*******.***
Professional
Client-focused financial services professional with 15+ years of experience providing administrative support, account management, and relationship-based service in branch and call-center environments. Proven ability to support advisors, manage client documentation, ensure regulatory compliance, and deliver exceptional client experiences. Highly detail-oriented, adaptable, and experienced with CRM systems including Salesforce, Microsoft Office, and financial services platforms.
WORK EXPERIENCE:
April 2025 – present
Customer Service Supervisor
Peace Hills Trust
Saskatoon, SK
Responsibilities:
• Create and maintain a climate conducive to generating high morale and a strong team concept throughout the customer service area.
• Maintain a thorough working knowledge of all company products and services in order to coach and counsel Customer Service Representatives in the marketing and knowledge while providing high standards of customer service and ensuring individual and team objectives are met.
• Train, develop and supervise Customer Service Representatives.
• Ensure all security and compliance regulations are met, “Know your customer” requirements are performed by Customer Service Representatives, resulting in minimal losses occurring.
• Coordinate Customer Service Representatives work schedules (days off, lunch hours, duties etc.…) while ensuring the department is well staffed and organized.
• Responsible for the daily balancing and monthly surprise count of Customer Service Representatives cash holding, including weekly, monthly and surprise count reconciliation of the Regional Office cash holdings.
WORK EXPERIENCE (CON’T):
• Respond in a timely manner to all customer inquiries, providing prompt, courteous and professional service.
• Ensure that the daily filing of administration reports, signature cards and general filing is completed in a timely manner.
• Ensure the collection of outstanding charges against customer accounts is completed in a well-timed and opportune manner.
• Identify and assess customers’ needs to achieve satisfaction.
February 2024 – April 2025
Customer Service Representative
Peace Hills Trust
Saskatoon, SK
Responsibilities:
• Identify and assess customers’ needs to achieve satisfaction.
• Build sustainable relationships and trust with customers through account opening and interactive communication.
• Provide accurate, valid and complete information by following company guidelines and security regulations.
• Respond to customer inquiries, managing incoming calls and customer service inquiries in a timely manner.
• Develop and maintain a thorough working knowledge of all company products and services.
• Handle customer issues/concerns, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions private, process customer accounts and file documents.
September 2019 - February 2021
Collections & Overdraft Administrator
Affinity Credit Union
Saskatoon, SK
Responsibilities:
• Provide administrative and programming support for the collections department as required.
• Investigate and perform activities related to overdrafts, collection of chargebacks and ATM
issues.
• Prepare and send delinquency notices to members.
• Administer requirements to Pay and Garnishee Summons or other court actions.
• Audit, verify, and correct all daily system reports generated from collection transactions.
weekly, monthly, and quarterly reports and processes as required.
• Deliver internal accounts reconciliation and follow-up.
• Compile regular fraud activity reporting and trending analysis, some of which are reported
to external parties.
• Monitor accounts and systems for potential fraud activity and report anomalies in the
established manner.
• Prepare and send fraud-related files to Collection agencies, Credit Bureau, and police
agencies.
• Review, investigate, and resolve issues relating to daily system reports including new
membership reports, ATM large deposit reports, and remote deposit capture reports.
January 2017 – August 2019
Deposit Services Clerk
Affinity Credit Union
Saskatoon, SK
Responsibilities:
• Providing excellent support to staff/internal members.
• Process registered member transactions.
• Manage incoming and outgoing registered plan funds- opening and closing registered
contracts (RRSPs, RIFs, TFSAs etc.).
• Work closely with branches and other service providers to meet the needs of
members and the organization.
• Update the organization’s records for deceased members’ accounts and forward reports to
the Estate Administration Department,
• Audit GICs/term deposits to ensure accuracy in setup and joint accounts.
• Administer Index Linked Deposits and balance monthly tracking sheets.
May 2011 – December 2016
Financial Services Representative
Affinity Credit Union
Saskatoon, SK
Responsibilities:
• Providing quality and professional service to members.
• Opening accounts/memberships and educating members on products and services offered by the credit union.
WORK EXPERIENCE (CON’T):
• Managing inbound calls from members seeking assistance in making investment decisions
and referring to the organization’s specialists where necessary.
• Dealing with estate accounts.
• Fostering relationships through service excellence and product knowledge.
• Balancing treasury cash and monetary instruments (money orders, official cheques etc.).
• Carrying out Member Service Representative cash counts and surprise cash counts.
• Ordering cash from RBC and posting treasury entries.
• Loading automated teller machines and ensuring cash is balanced in the ATMs.
June 2009 – April 2011
Teleservice Representative
Affinity Credit Union
Saskatoon, SK
Responsibilities
• Providing advice related to a variety of service and sales transactions including lines of
credit, credit cards, and deposits (RESPs, TFSAs, RRSPs, GICs etc.)
• Performing problem diagnosis and troubleshooting to resolve Tier I technology
issues, including issues related to desktop and mobile devices, Affinity mobile app and
online banking products and services. Referring more complex issues to other units e.g.
IT.
• Focusing on member education and demonstration, leveraging technology to deliver a
remarkable member experience, drive sales, provide advice, retain business, and help transition day-to-day banking.
WORK EXPERIENCE (CON’T):
• Focusing on call routes and issue resolution, enhancing overall member experience.
• Driving to develop a deeper relationship with members through advice-giving,
collaboration and initiating referrals to other areas within the organization.
• Conducting outbound calls as assigned to current and potential members to provide advice
and identify cross-sell opportunities or new sales origination.
• Collaborating with peers across the regions in serving members through sharing
information, providing expertise, and providing hands-on support to increase wallet share,
grow the business and ensure a remarkable member experience.
June 2000 – May 2009
Teller/Member Service
Representative
Affinity Credit Union
Saskatoon, SK
Responsibilities:
• Processing member and non-member financial transactions.
• Accurately balance cash daily.
• Efficiently create additional Deposit Accounts and Time Deposits on existing memberships.
• Accurately posting and balancing Treasury cash and night deposits, filling cash orders,
ordering cash, verifying cash orders and performing extra teller duties.
• Balancing general ledger accounts (daily, monthly and annually)
WORK EXPERIENCE (CON’T):
• Demonstrate organization and time management skills in balancing, performing internal
duties and waiting on members.
• In addition to normal Member Service Representative duties – train new Member Service
Representatives and cover the Financial Services Supervisor position when the supervisor
would be away.
Risk:
• Adhere to organizational policies and procedures to minimize operational risk.
• Properly releasing information on members’ accounts and business accounts in compliance
with the Privacy Act.
• Ensuring appropriate compliance with the Money Laundering Act.
Communication:
• Effectively communicating with members and staff, both orally and in writing.
• Demonstrating strong interpersonal skills with both staff and client service providers.
Sales and Service:
• Identifying opportunities, presenting service options, diagnosing problems and referring
where necessary.
• Providing clear, concise and accurate information to members and non-members.
• Fostering relationship building through service excellence and product knowledge.
• Demonstrating current knowledge of all products and services.
• Promoting the organization in explaining the Deposit Protection Guarantee.
Technology and Tools:
• Input transactions in Ovation (banking system) and provide information as required using
WORK EXPERIENCE (CON’T):
all available technology operating systems: Earl, Internet, Microsoft Outlook etc.
• Effectively use banking system software to input transactions, provide information and
accurately balance cash, General Ledger accounts, spreadsheets etc.
EDUCATION:
2006 Organizational Behavior, University of Saskatchewan
2002 The Credit Union System, CUIC
2001 Fundamentals of Financial Planning, CUIC
1991 Secretarial Studies, Swaziland College of Technology
1981 Grade 12
SKILLS:
• Written communications – have received many compliments for my writing skills.
• Troubleshooting electronic issues (phone systems, headsets, copier, PC, fax).
• Proficient with MS Office applications, including Word, Excel, and Outlook.
• Type 50wpm.
• Keen eye for detail.
REFERENCES:
Rae Lynn Carrier
Director Commercial Lending (Peace Hills Trust)
Annette Piche
Retired (Human Resources Trainor - Affinity Credit Union)
Ruth Pierce
Retired (Financial Services Representative – Affinity Credit Union)
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