I have always had an entrepreneurial spirit and been a "jack of all trades". I created this jewelry and toy business that has bloomed into a great project to further develop my skills and talents. I have made it my mission to become empowered through learning. I have learned and put my skills to use in marketing, social media, customer service, accounting, time management, networking, advertising, product development and so much more. The best part is I get to do all this while using my creativity. Owning my own business is a great opportunity to share the wealth of knowledge and I welcome anyone who has questions about running their own Etsy store or being a small business owner. I love helping others achieve their goals and teaching is one of my many passions. Please feel free to check out my online Etsy store and Facebook page:https://www.facebook.com/LittleSquishDesigns/https://www.etsy.com/shop/LittleSquishDesignsQuestions? Feel free to contact me at emma@littlesquishdesigns.comLittleSquishDesigns.com

Temporary Inspection Representative for Customer Service (Contract)· Provided customer service for processing new electrical permits and inquires on existing accounts· Performed clerical accounting duties to ensure that the appropriate fees are added to permits based on a complex fee guide· Efficiently managed time for processing permits to ensure that the turnaround standards are met with a high volume of requests· Corresponded with inspectors, homeowners, contractors and other departments while delegating emails for the general mailbox in Microsoft Outlook· Edited spreadsheets in Microsoft Excel for permit requests for maximum data entry efficiency

· Provided superior customer service directly to advisors that sell and service small business solutions· Practiced problem solving for inquiries to obtain the best possible result for the client, while also prioritized and time managed to be as efficient as possible· Worked independently and with a team, that encouraged collaboration, discussion and combined learning· Assisted with training new representatives and provided wording and guidance on how to answer inquiries · Superior written and oral communication skills demonstrated by answering inquiries professionally, with a personal touch and clearly articulating complex information and processes · Ran reports for claims experience, member reports, and premium information, as well as customized reports in Excel format· Analyzed and explained billing statements and discrepancies in an easy to understand manner and provided reconciliations· Assisted with the plan administrator and plan member website for training, troubleshooting, design and functionality· Used interpersonal skills, communication skills and product knowledge to develop trusting and long lasting client relationships· Guided the client through the implementation and renewal process while working with multiple departments, including the sales office, accounting and underwriting· Focused on relationship building with the advisors so that they continued to recommend Manulife products to their clients due to the superior level of support and trust provided· Strong computer knowledge of working with multiple databases and programs in a time efficient and accurate matter· Initiated process improvements for efficiency of work flow, client experience and productivity· Worked directly with marketing to identify opportunities in the market to develop current products based on client need and user experience

Group Benefits Contact Centre· Managed escalated and time sensitive issues in a strategic manner to promote a positive experience including root cause resolution · Liaison with other line areas such as administration, implementation, underwriters, sales office, etc. to resolve issues and escalations· Assisted the supervisor with coaching and development of team members· Found opportunities to improve processes and documentation for better efficiency and assisted with implementation· Profiled trends, took initiative to find solutions and actioned them accordingly· Created and presented training material at team meetings, as well as regular updates to keep knowledge and training up to date· Used available resources as well as critical thinking to resolve complex claim, coverage, and billing inquiries· Participated in the Spirit Committee and organized events to improve employee morale and promote a positive work environment

Group Benefits Contact Centre· Provided phone and email support to Manulife’s member, plan administrator and advisor inquiries· Problem solved complex health claim, billing and financial questions while following concise time lines and schedule conformance while exceeding targets for adherence and accuracy

Cosmetic Sales & Customer Service Associate· Exceeded daily, monthly and annual sales targets · Actively listened to customer inquiries to provide solutions that met their individual goals and budget· Learned complex product information, attended training seminars for product and sales tactics · Merchandised products, created and maintained client files, and organized customer appreciation events· Trained other staff about products, techniques and policiesWhat I'm most proud of: Inspired team members to reach group targets and work collectively to obtain goals and promote a positive environment