Julie Hansen

Customer service and administrative professional with over 10 years of experience supporting clients by phone, email, and in person. Experienced in handling high volumes of inquiries, resolving difficult customer concerns, maintaining accurate records, processing transactions, and providing clear information. Organized, dependable, and detail-oriented, with a professional and compassionate approach to customer service.

Able to manage multiple priorities in fast-paced environments while maintaining accurate and timely documentation.

Customer Service Representative / Collections - PRA Group Canada

(2020-06 - 2023-09)

• Managed 50+ inbound customer calls per day while providing professional and timely customer service.
• Responded to billing, account, and payment-related inquiries and explained information clearly to customers.
• Handled challenging and sensitive conversations calmly and professionally.
• Maintained accurate documentation of customer interactions, account information, and follow-up requirements.
• Followed up with customers when required to ensure concerns were addressed.
• Resolved account issues within established timelines and service standards.
• Escalated complex situations to management when additional support was required.
• Managed a high-volume workload while maintaining accurate and current records.

Financial Services Representative - Pay2Day

(2018-04 - 2020-03)

• Provided front-line customer service to a high volume of clients in person and by phone.
• Responded to customer inquiries and provided clear information regarding accounts and services.
• Completed client applications and reviewed information for accuracy and completeness.
• Conducted financial risk assessments to determine application approvals.
• Maintained accurate customer and transaction records.
• Handled cash, teller responsibilities, and financial transactions accurately.
• Responded to information requests from both in-store and virtual clients.
• Collaborated with team members to manage daily workloads and meet transaction goals.

Premier Guest Associate - Starwood Hotels & Resorts Worldwide (Marriott International)

(2015-08 - 2017-02)

• Served as a first point of contact for Starwood Preferred Guests through high-volume inbound calls.
• Assisted customers with reservations, account updates, account information, and general inquiries.
• Responded professionally to customer complaints and investigated concerns to determine appropriate solutions.
• Opened and maintained customer service files and documented resolutions.
• Provided priority service and support to Platinum members.
• Composed and responded to customer emails using clear and professional written communication.
• Balanced multiple customer requests while maintaining a high standard of service.

Member Care Counsellor - CAA South Central Ontario

(2007-06 - 2011-05)

• Provided front-line customer service through inbound calls regarding memberships, renewals, products, and services.
• Updated membership records and maintained accurate customer information.
• Processed electronic payments and other customer transactions.
• Assisted customers with travel medical insurance information and processing.
• Worked to resolve customer inquiries during the first interaction whenever possible.
• Explained and promoted membership products and services.
• Consistently worked toward or exceeded monthly service and sales targets.

Legal Administrative Assistant - Stratford Career Institute

High School Diploma - Delta Secondary School