Administrative & Customer Service Professional with 20+ Years

KATHERINE JOHNSON

Mississauga, Ontario, Canada 647-***-**** ************@*****.*** LinkedIn

PROFESSIONAL SUMMARY

Customer service and administrative professional with 20+ years of experience providing exceptional client support, office management, and document organization across educational, travel, and corporate environments. Skilled in handling high-volume inquiries, maintaining accurate records, and managing scheduling and administrative tasks. Proficient in CRM systems, Microsoft Office, and team collaboration. Seeking an Administrative Assistant or Customer Service position to leverage strong organizational, problem-solving, and interpersonal skills in a fast-paced environment.

CORE COMPETENCIES

• Customer Service & Client Support • Conflict Resolution & Problem Solving

• Customer Relationship Management (CRM) • High-Volume Communication (Phone, Email, Chat)

• Data Entry & Records Management • Client Intake & Front-Desk Support

• Administrative Support & Scheduling • Team Training & Mentoring

• Microsoft Office Suite • Attention to Detail & Time Management

• Confidentiality & Compliance

EDUCATION

Law Clerk Diploma (In Progress)

Humber Polytechnic, Toronto, ON Sep 2025 – Apr 2027

Diploma, Tourism & Travel Services Management

Humber College, Toronto, ON 2010 – 2011

PROFESSIONAL EXPERIENCE

Career Support Peer (Part-Time, Student Work Study)

Humber Polytechnic, Etobicoke, ON Jan 2026 – Present

Provided one-on-one support to students, including resume and cover letter review.

Guided clients through job search processes and employment documentation.

Maintained accurate records and tracked appointments using data entry systems.

Managed front-desk client intake and scheduling.

Handled confidential client information in accordance with privacy standards.

Escalated complex cases to senior advisors when needed, demonstrating professional judgment.

Senior Adventure Consultant

Intrepid Travel (Remote) Feb 2022 – Oct 2024

Delivered high-volume customer support via phone, email, and live chat.

Resolved client inquiries and issues promptly, ensuring high customer satisfaction.

Maintained accurate client files, records, and documentation.

Trained and guided team members on procedures, documentation, and client support best practices.

Consistently exceeded service standards and client satisfaction KPIs.

Marketing Coordinator

BD (Becton Dickinson Canada), Mississauga, ON Apr 2021 – Sep 2021

Managed document review and approval workflows in a regulated office environment.

Maintained organized records and ensured compliance with internal procedures.

Coordinated events, tracked materials, and managed internal distribution logistics.

Provided training on documentation systems and Microsoft Office tools for staff efficiency.

Senior Inside Sales Representative

G Adventures, Toronto, ON Oct 2015 – May 2020

Provided exceptional client service while handling sensitive and confidential information.

Maintained accurate records of client interactions and internal documentation.

Trained new employees on administrative processes, documentation standards, and client service procedures.

Collaborated with teams to enhance overall client experience and operational efficiency.

TECHNICAL SKILLS

Microsoft Word, Excel, PowerPoint, Outlook CRM Systems: Salesforce, Teraview Collaboration Tools: Teams, Slack, Trello Canva, Document Management Systems

References available upon request.

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