Multi Skilled Advisor - NCRi
(2024-11 - 2026-04)
- Assist customers via phone and email, addressing inquiries and resolving complaints efficiently.
- Process orders, returns, and exchanges while maintaining accurate customer records.
- Provide product/service recommendations to enhance customer satisfaction.
- Manage customer accounts and ensure timely issue resolution.
- De-escalation expert and resolve complex customer concerns.
- Maintain a high level of professionalism, empathy and adhere to company policies.
- Excellent communication and active listening
- Conflict resolution and problem-solving
- CRM software proficiency (e.g., Salesforce)
- Multitasking and time management
- Adaptability in fast-paced environments
Administrative Assistant - Refuge Lorrain
(2023-10 - 2024-01)
- Managed a high volume of incoming calls from individuals seeking information about room availability, booking inquiries, and addressing any issues related to rooms and reservations.
- Provided prompt and courteous assistance over the phone, ensuring a positive customer experience.
- Demonstrated excellent communication skills in addressing customer concerns and resolving inquiries efficiently.
- Process bookings, cancellations and resolving issues promptly.
- Maintained detailed records of customer interactions and inquiries for reference and follow-up purposes.
- Experience in providing administrative support in tasks such as planning and coordinating agendas, schedules and/or meetings for management, preparing and reviewing documents, coordinating correspondences, etc.
Assistant Manager - Coughlin & Associates
(2022-08 - 2023-01)
- Provided comprehensive administrative support, including drafting formal correspondence, briefing materials, formatting documents, scheduling meetings, and managing filing systems
- Demonstrated excellent verbal and written communication skills in both official languages
- Proficient in using MS Office products to enhance productivity and efficiency
- Successfully worked independently and collaboratively in a team environment
- Verify information, input, and process payments, verifying accuracy of receipts
- Prepare cheques for signature by a signing officer
- Prepare and update invoices to appropriate accounts, experience in data entry
- Addressed inquiries and provided timely information to clients through phone calls, emails, and mailed letters
Claim Administrator - Epic Global Firm
(2021-03 - 2022-05)
Contractual position with Hunt International
- Conducted meticulous analysis and review of claims from data entry to processing, ensuring accuracy and compliance
- Provided exemplary customer service, establishing solid relationships with claimants, coworkers, and management
- Developed clear and effective communications and templates to address various claim-related interactions
- Thrived in a fast-paced environment, efficiently managing multiple projects and claim processing updates
Customer Service Representative - ICF
(2020-11 - 2021-03)
Contractual position with Hourglass
- Delivered accurate information to the public about the Ontario Electricity Support Program (OESP), utilizing project-related tools and resources
- Communicated effectively with clients, employing both written and verbal skills to ensure clarity and understanding
- Actively listened to customer needs and inquiries, offering exceptional customer service
- Proficient in computing skills and CRM and Teams systems, aiding in seamless service delivery
Customer Service Representative - Belair Direct
(2019-01 - 2020-05)
- Acquired a license to provide insurance in the province of Quebec, demonstrating expertise in insurance offerings
- Provided clients with accurate information about car and home insurance using project-related tools and resources
- Skillfully analyzed multiple sources of information to determine the best course of action for clients
- Exhibited strong listening skills and probed for additional details to ensure customer satisfaction
Customer Service Representative - Millennium 1 Solutions
(2018-01 - 2019-01)
- Responded to customer inquiries primarily via email, utilizing the Salesforce system to ensure efficient communication
- Provided accurate information about the PC Optimum program and unique benefits, fostering customer loyalty
- Kept up-to-date with current events, changes, and updates to deliver the latest information to customers
- Engaged in active promotion of the Loblaw brand and CDIC Program, enhancing brand awareness
Bilingual Information Officer - Service Canada
(2016-12 - 2017-11)
Contractual position with Quantum
- Responded promptly to customer inquiries, primarily over the telephone
- Provided accurate information to the public on various Government of Canada programs and services, utilizing project-related tools and resources
- Maintained records and processed document orders, ensuring efficient service delivery
- Demonstrated navigational support on project-related websites, guiding callers based on project mandates
Customer Service Advisor - Scotiabank
(2014-06 - 2017-04)
- Demonstrated bilingualism and practical communication skills to interact with customers
- Utilized strong analytical abilities to evaluate multiple sources of information for optimal decision-making
- Thrived in a phone-based customer interaction environment, ensuring customer satisfaction
- Leveraged computing skills to aid in various tasks and data management
Supervisor - Tim Hortons
(2010-11 - 2014-06)
- Excellent customer service skills
- Worked cashier, serving front clients and preparations of food area
- Able to multi-task and great team work
- Able to work under pressure or in a fast paced environment
- Excellent at de-escalating client or co-worker concerns and prone to provide satisfactory service for & within the company
Primary Worker - Centre Espoir Sophie
(2013-08 - 2013-09)
- Demonstrated an in-depth understanding of the criminal justice system
- Offered empathetic support to women facing multiple barriers, including poverty, classism, discrimination, and criminalization
- Displayed exceptional crisis intervention skills, providing active listening and emotional support to women
- Ensured the proper functioning of essential services, such as snack time, meals, laundry, mini-salon, and IT support
Volunteer - Elisabeth Fry Society / JF Norwood House
(2012-08 - 2014-04)
- Supervised and provided emotional support to diverse women facing various issues, including racism, criminalization, and homophobia
- Maintained strict adherence to JFN rules and ensured confidentiality
Volunteer - Le Café of Ottawa General Hospital
(2007-07 - 2008-04)
- Supervised, assisted, and interacted with customers/patients, providing exceptional service
- Volunteered over 500 hours, demonstrating dedication and commitment
Leader of the Youth Ministry - Christ in Action Ottawa Church
(2016-07 - 2023-06)
- Demonstrated leadership skills and fostered youth engagement in church activities
