Andrea Spooner Email & Phone Number

Welland, On, Ca

Canada

Welland, Ontario, Canada

Ontario, Canada

Toronto, Canada Area

Spooner.andrea@gmail.com | 416 889 6581 | 39 Kimberley Crescent, Brampton, ON L6R 1T6PROFESSIONAL SUMMARYDedicated and analytical bilingual CS Manager versed in business and employee management. Offering 10 years of experience in e-commerce. Decisive leader and strategic problem solver with excellent communication and planning abilities.WORK HISTORYVenngo Inc. Toronto, ON CS Manager | 02/2009 - CurrentManaged the Customer Service Department• Initiated the first customer service department to respond to telephone and email inquiries.• Performed recruiting, posting and onboarding of candidates• Wrote employee manual for customer service representatives• Trained and implemented training manuals and notes to aid in the discussion with clients. • Managed employee timesheets and daily workflows when and if things are slow.• Helped to design the customer service tool within Sales Force• Oversaw email responses and telephone calls to ensure the best service was adhered to.• Resolved complaints with end users and within customer service department.• Initiated communication with IT if tools were not fulfilling their intended functions.• Translated documents and correspondences from French to English and vice versa.• Created and implemented strategies for improving operational efficiency and accuracy.• Created and maintained bilingual materials.• Constantly proofed materials (website, paper documents)• Wrote manual for the creation of perks on our platform.• Made sure that restrictions required by clients are adhered to• Managed contracts• Read through contracts to make sure that important obligations were not missed.• Represented the company at trade shows in Montreal, Ottawa and Toronto.• Discussed terms of building our “Adperk” clients and helping them achieve their sales targets.• Created the Health and Safety procedures and completed our AODA requirements.• Assisted in abiding in human resources requirements and obligations.

Toronto, Canada Area

Managed team of analysts and reviewed daily work flows. Also created a cohesive work environment that encouraged communication and provided guidance. Managed daily workflows and casesPerformed weekly quality assurance assessments by reviewing employee recommendations and reasoning for reporting and closing incidents. Discussed areas in need of improvement assisting employees with their decision making and analytical abilities, resulting in increased productivity.Liaised between 6 different departments, including our French speaking colleagues, to assist with translation, email correspondence and telephone inquiries. Coached different divisions of the bank.Conducted investigative searches, determined if suspicious activity reports were required, filed within designated time frames, in accordance with policies and procedures.

Monitored client profiles to verify identities by comparing different regulatory lists such as OFAC, SDNT and PEP. This helped the bank to stay within compliance, avoid fines and reduce the risk of money laundering and financing of terrorism.

* Acquire new Mortgages and retain existing mortgages.* Upsell clients on new and improved products.* Educate and sell Investments to improve our clients portfolio

Hr Certificate

D.E.C, Communications

Digital Video Editing

D.E.C, Communications

Pioneered the Dawson dance troop for Basketball games.

Hr Certificate, Human Ressource Management