Administrative Operations ~ Customer Service ~ Business Support

  Performance-driven leader and collaborative team player offering vast business experience, with specialization in administrative operations and customer service backed by solid background in human resources, sales support, accounting, payroll, data entry, and information systems

  Expertise in steering high-volume call center operations, with track record of boosting customer satisfaction and retention levels

  Effectively hire, train, develop, and direct top-performing teams

  Experienced in developing and implementing standard operating procedures and managing workflow, with talent for maximizing productivity, efficiency, service levels, and bottom-line results

Counterforce Inc. Mississauga, ON

Customer Relations/Dealer Accounting Manager; 2011-2016

  Led 5-member customer service team in delivering world-class service and optimizing retention within high-volume call center servicing up to 200 calls daily; achieved 2% increase in customer retention after having previously facilitated 6% reduction in attrition in earlier role

  Successfully hired, trained and coached Customer Relations and Dealer Accounting staff

  Expertly provided administrative support to internal and external/dealer sales

  Oversaw efficient input of sales orders into mainframe system, ensuring timely customer invoicing and commission payments; effectively generated monthly invoices and payments for 65K customers

  Proficiently reconciled internal GL and external customer accounts; verified and processed AP

  Promptly responded to, troubleshot and resolved escalated customer issues

Customer Relations/Business Unit Administrative Manager; 2007-2011

  Steered conversion of Customer Relations from outsourced provider to internal servicing of 150-200 inbound calls daily, with emphasis on maximizing customer service and retention levels

  Successfully established standard operating procedures for Customer Relations Department and managed all staffing, from hiring and training through ongoing leadership

  Efficiently processed bi-weekly payroll for 25 staff; additionally verified and processed employee expenses along with AP

  Supported business operations, from providing internal sales department support and coordinating travel arrangements for business unit to ordering office supplies and maintaining equipment

Chubb Security Mississauga, ON

Residential Business Unit Admin Manager; 2001-2007

  Demonstrated sharp business acumen in managing broad department operations spanning administrative, AP and payroll through customer service and sales support

  Performed data entry of all sales orders and equipment as well as closed completed orders to consistently achieve aggressive monthly cash flow metrics

  Reduced and maintained attrition at 5% by ensuring customer satisfaction and loyalty through delivery of superior service in handling high volume of calls

.

Essential Elements of Management, Sheridan Corporate Learning and Development

Essential Elements of Supervision, Sheridan Corporate Learning and Development

Customer Service and Management Courses, STAR12 National Seminars Training

ACE Certification Program

Date

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

Dear__________________:

I am currently seeking a challenging career opportunity as a (INSERT TITLE OF POSITION YOU ARE APPLYING FOR) and am submitting my resume for your review. In advance, thank you for your time and consideration.

As demonstrated, I offer 15 years of business experience, with an emphasis on administrative, high-volume call center and customer service operations. Over the course of my career I have been successful in substantially improving customer retention by building and leading dynamic teams focused on delivering world-class service and implementing operating procedures, processes and systems targeted toward maximizing productivity, efficiency and quality. I have also provided superior business support in areas ranging from accounting, payroll and cash flow to internal sales, office supplies inventory control/ordering, travel arrangements coordination, data entry, and information systems management. Complementing this, I have taken the initiative to participate in several professional development programs/courses in management, supervision and customer service.

As an employee, you will find me to be a driven team player prepared to deliver immediate and long-term results and committed to supporting you in achieving your objectives through superior performance. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.

Sincerely,

Kathy Finn