Provide businesses with virtual administrative services such as (but not limited to): • creation of Feature Sheets for real estate listings• Real Estate listing maintenance on Matrix/Cornerstone• Schedule viewings on listed properties through Broker Bay• report & letter writing• client billing• PowerPoint presentation creation• spreadsheet & database creation and maintenance• dictation/transcription• proofreading• topic research• data entry• social media management• collections assistance• small claims court representation• supply ordering• email management• office organization• planning & organization of special events

• Assist clients either in person or over the phone • Manage client correspondence • Organize, store and manage transaction documentation both digital & physical • Post and manage online property listings for agents• Create feature sheets for agent open houses• Prepare month end listing & sales reports for owner

Consult with clients to determine present and future staffing needsRecruiting potential associates for targeted roles and liase between all partiesto ensure open communicationFoster strong client relationships to create future business opportunitiesResponsible for matching associates to a specific job that suits their talentsand then overseeing the entire recruitment process from initial interview toonboarding with clientContinued interaction with associates and clients to make sure everything isgoing ok and deal with any issues that may ariseProvide coaching to associates when notified by client along with appropriatefollow upRevising associates resumes to improve their odds of getting a job

• Liase with both customers and carriers to co-ordinate and ensure freight is delivered in a timely manner and according to schedule• Problem solve when freight is delayed• Assisting customers over the phone or by email and resolving shipment issues and complaints• Verifying that agreed upon carrier rates have not changed once the freight has been delivered before submitting for either rating or billing• Preparing and maintaining shipment paperwork, records and digital database• Entering orders into the system when customers call in and assigning to either logistics or regional dispatch• Performing additional duties as needed

• Handle online customer inquiries and complaints• Calm angry online customers and repair the trust between the customer and the client• Assist online customers and provide them with excellent customer service• Proven ability to communicate general information in an accurate and customer-friendly way• Assist customers with preparation of orders • Assist online customers with complaints against storefront through different social media platforms (Facebook, Google, Twitter & Instagram)• Consistent interaction with client through daily email exchanges & weekly conference calls• Coaching of CSR’s to help better handle callers to provide excellent customer service

• Processing of payments (cheque, EFT, cash) to customer’s accounts through BL5 program (Amtelco)• Reconciliation of customer accounts• Analyze accounts to discover discrepancies and resolve all variances promptly• Daily correspondence and phone conversations with clients• Month end report writing (aging, write offs, etc.)• Monthly invoice management for two offices• Obtaining payments from clients and appropriate 30, 60, 90 & 120 day follow up• Banking transactions for US cheques, cash deposits for company along with owner’s personal business banking• Answering invoicing & A/P queries of clients• Work with customers to develop repayment plans for delinquent accounts• Initialize collections proceeding against accounts past due more than 90 days

• Handle numerous customer inquiries and complaints• Answering for 100+ different types of clients and provide excellent customer service to their customers• Calm angry customers and repair the trust between them and the client• Proven ability to communicate general information in an accurate and customer-friendly way• Provide assistance to other CSR’s when requested of me

• Handle customer inquiries and complaints• Calmed angry customers & repair the trust between customer and client (Pep Boys)• Assist customers and provide them with excellent customer service• Proven ability to communicate general information in an accurate and customer-friendly way• Innate ability to know and understand my customer and handle any surprise thrown my way• Provided assistance to other agents • Assist customers with preparation of orders • Assist customers with complaints against storefront

• Review & analysis of agent calls to assist in staff development as well as sales• Meetings with management to discuss CSR performance inadequacies as well as successes• Advanced one on one customer service coaching with agents to educate them on successful sales techniques• Calibration sessions with client (Rogers) to assess the development of staff with respect to proper sales call procedures • Individual quality reviews performed in line with Rogers “in house” quality reviews (98%)• Thorough review and investigation of customer complaints for Rogers • Escalations from management to client of CSR fraud

• Review of orders and accounts• Own individual verified sales success rate (80%)• Proven customer resolution and customer retention skills (90%)• Reporting and analysis on a regular basis to client• Coaching and mentoring of agents with respect to call handling, selling techniques, etc.• Management of CSR’s on a daily basis• Answer inquiries & provide information to customers• Explain the different types of services available to customers and costs involved• Receive and investigate customer complaints• Access and process information• Maintenance of records and statistics• Maintenance of records and statistics• Learned and excelled at customer conflict resolution • Numerous customer commendations for customer support• Promoted to verifier after one year as CSR• Promoted to team captain after 2 months as a verifier• Completed ITCCCSA apprenticeship from Ministry of Education & Training• Qwest campaign - US company providing telephone, internet, satellite TV & cellular service to US customers• Rogers Campaign – Canadian company providing cellular service as well as cable services to Canadian customers

• Create highly effective organizational filing systems – which included office supplies, therapy materials, testing materials & reference materials resulting in easy access to items at a moment’s notice • Purchasing office supplies, speech pathology testing forms, speech pathology tests from both Canadian & US suppliers• Responsible for the opening of files (creating contact in system, preparing “welcome” mailing to client, preparing client binder with appropriate documentation• Responsible for the closing of files (removing file from binder, moving electronic files to “closed file” database, sending satisfaction survey to client)• Created quality letterhead, business cards & brochures in printable format to save printing costs• Created client & library databases in Microsoft Access • Created monthly invoices to clients, as well as A/R follow up letters (30, 60 & 90 day)• Month & Year-end account reconciliation• Responsible for banking deposits (preparation through QuickBooks and banking)• Initiated and followed through with small claims court proceedings against clients in arrears • Maintain electronic calendar for staff – scheduling & cancellation of client appointments, personal appointments as well as vacation• Managed and mentored administrative assistant at satellite office • Answer the phone and dealt with the public as well as clients in a professional manner • Develop PowerPoint presentations for management presentations

• Responsible for banking deposits (preparation through QuickBooks and banking)• Month & Year-end account reconciliation• Responsible for the opening of files (creating contact in system, preparing “welcome” mailing to client, preparing client binder with appropriate documentation• Responsible for the closing of files (removing file from binder, moving electronic files to “closed file” database, sending satisfaction survey to client)• Maintain electronic calendar for staff – scheduling & cancellation of client appointments, personal appointments as well as vacation• Responsible for purchasing office supplies, speech pathology testing forms, speech pathology tests from both Canadian & US suppliers• Responsible for setting up for client meetings

• In the Dispute Analysis & Investigations department I worked for 1 senior partner, 4 managers and approximately 8 associates who each provided me with different work to do daily • Self-taught on the job training in office administration duties• As part of my job duties, I assisted the senior partner with banking statements & deposits for the association he was treasurer for• Generate & process detailed invoices in PROFIT system for Canadian, US & International clients• Prepared reports, memos, letters & other office documentation• Filing & retrieval of corporate documents & reports• Answered phones & routed calls to the correct person or took detailed messages• Maintain electronic calendar for staff – scheduling & cancellation of client appointments, personal appointments as well as vacation while maintaining separate calendar for partner• Daily administrative tasks / process routine correspondence • Microsoft Access database creation and implementation for department for reference materials• File management (opening / closing of files)• Preparation of numerous detailed & visually pleasing PowerPoint presentations for partner • Responsible for planning, organizing and running yearly golf tournament for clients of senior partner (100+ people)• Co-chair OH&S committee (certified member) for staff (100+ people)• Responsible for the organization and planning of special events for staff (100+ people) while maintaining approved budget also increasing attendance by staff

• Scanned files into Electronic Visual Imaging System (ELVIS) • Scanned, reviewed & maintained electronic files & database• Assisted staff in locating information on ELVIS• Excellent attention to detail skills• Responsible for maintaining paper files of previous years as well as current years based on CRA regulations• Self taught training on professional grade photocopier • Assistant to Operations Clerk (assisted with photocopying, mail, binding of reports)• Reception desk coverage when needed