Customer Service Expert in banking and retail
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I have a BA in Social Development Studies, a MA in Marriage and Family Therapy and diploma in 911 Emergency Response and Accounting. For 20 years I worked for a non-profit, Hope and Healing International in Stouffville, Ontario, doing a variety of tasks like writing/editing appeal letters to our donors, programming our DonorWare database to ensure donors received a personalized thank you letter relating to their donation, responding to special questions and concerns from our donors, managing our Talking Book Library for the visionally impaired and filling in on switchboard and data entry. When I moved to Cobourg, I worked for 8 years for Indigo Books and Music, providing stellar customer service, managing and training staff, making out a weekly schedule and approving payroll.
When Covid hit, and the bookstore closed, I worked in a Canada Post outlet, selling stamps, Moneygrams and prepaid Visas, providing information to customers about best practices when mailing out packages, and ensuring customers were able to pick up packages and registered letters. For the past two years I have worked as a Customer Experience Associate at Scotabank, helping our clients with everything from daily transactions to teaching digital short-cuts. Now that Scotiabank has closed our branch, I am looking for new opportunities.
I am well-verses in Microsoft Office and can quickly learn other computer programs. I am cheerful and helpful with clients of all types. I have demonstrated exceptional ability to multitask but never lose sight of the fact that the client is my first priortity.
I have a pleasant telephone manner and experience managing a six line switchboard.
As a Customer Experience Associate, I am the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve their financial goals.
Our Customer Experience Associates are people-centric and connect with customers in a relatable way. As an essential member of the Canadian Banking Branch network, the focus is to provide exceptional service throughout the customer’s journey by:
Pharmasave Port Hope - Port Hope, ON
May 2020 to September 2021
Throughout a nine hour shift I was responsible to serve customers by advising them how to package their mail, how to fill out a customs form and explain the differences in speed and tracking options.
I delivered packages to customers by checking their ID.
During my time at the postal outlet, I increased our direct ship orders by 100% and encouraged customers to purchase a wide variety of stamps that are the same price as regular stamps but honour different people and institutions in Canadian history.
Indigo Books & Music - Cobourg, ON 2012 to 2020
Supervisor of staff, completed schedules, approved payroll
Data Entry and Special Letter Clerk
Christian Blind Mission International - Stouffville, ON
February 1997 to September 2007
I worked together with several departments to maintain our DonorWare software and ensure that it was programmed appropriately. Donors expected to receive thank you letters that matched the project to which they were giving money and that was my responsibility. I also helped the data entry department input donations when there were holidays and I wrote special letters when our general letters did not directly answer our donors' concerns.
September 2018 to August 2019
Seneca College - King City, ON
Diploma in 911 Emergency Response
September 2010 to August 2011
1996 to 1999
1992 to 1995
