Experience

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  Credit Canada Debt Solutions

  • Toronto, Ontario, Canada

  • Bilingual Account Administrator

    • Jun 2012 - Oct 2016
    • Toronto, Ontario, Canada

    • Promptly fielded calls and answered email from potential clients to help secure appointments with counselors and increase new business• Made follow up calls to confirm client appointments in order to increase their enrollment probability into the debt management program• Booked assessment appointments with ongoing clients to maintain their satisfaction with the debt repayment program; thereby guaranteeing continued revenue for the agency• Organized and updated client files in order to ensure their timely completion of the debt management program; consequently contributing to agency’s successful reputation

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  RBC

  • Toronto, Ontario, Canada

  • Operations Administrator (six-month contract)

    • Nov 2011 - Apr 2012
    • Toronto, Ontario, Canada

    • Facilitated transfer requests into RBCDS (using the BTS system) from other financial institutions in a timely manner ensuring client satisfaction• Contacted RBC DS branches via OPENS and/or via e-mail, regarding any issues with their client's transfer in request in order to minimize delays• Reduced processing time by promptly responding to internal inquiries from RBC DS branches and other internal departments• Prepared transfer forms for scanning and filing ensuring the secure storage of clients’ private information• Provided daily and weekly statistics in order to monitor transfer work flows ensuring that both service levels and clients’ expectations were met

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  Buck

  • Toronto, Ontario, Canada

  • Administrative Assistant

    • May 2010 - Apr 2011
    • Toronto, Ontario, Canada

    • Processed data for daily transfers and withdrawals for fourth largest bank in Canada (BMO), reducing tier one satisfaction transfer status email inquiries by 15 percent • Clarified transfer procedures with clients and brokers ensuring timely transactions• Prepared Excel spreadsheet with statistics and graphs for annual meeting with Ontario’s chief compensation institution (WSIB) that highlighted company’s meeting of service level targets and contributed to an ongoing positive business relationship• Created and prepared a monthly invoice for sixth major oil company in the world (Chevron) that enhanced the customer’s ability to understand and track costs and minimized billing queries• Maintained electronic billing, filing and invoice tracking in an accurate and current status at all times • Peer-reviewed monthly client billing invoices, identifying and rectifying all errors prior to issuance, ensuring 100 percent accuracy and improving client satisfaction• Increased client satisfaction by keeping web portal updated with time-sensitive information

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  Xerox

  • Toronto, Ontario, Canada

  • Bilingual Customer Care Representative

    • May 2008 - May 2010
    • Toronto, Ontario, Canada

    • Researched client queries throughout multiple back office procedures, responding with correct information in a timely manner thereby contributing to high client satisfaction results • Compiled client satisfaction tracking data, enhancing the company’s ability to identify positive and negative trends and take appropriate action• Monitored service level deliverables, ensuring contractual obligations were consistently met and client expectations were addressed • Followed all personal information security procedures, achieving 100% compliance and contributing to high client trust levels • Created email-tracking spreadsheet that monitored and ensured service level markers were met