Summary
Overview
Work History
Education
Skills
Timeline
Generic

Andrea James

Mississauga

Summary

Experienced customer service, sales, and administrative professional looking to work in a challenging environment that focuses on growth and promotes quality. To obtain day-to-day knowledge and hands on experience, utilizing my education, in depth knowledge and work experience to contribute to the success of the organization. Looking to obtain a challenging position offering growth with a focus on customer support, sales, and satisfaction.

Overview

11
11
years of professional experience

Work History

HR and Corporate Services Coordinator

WellFort CHS
05.2023 - Current
  • Initial employee and customer contact for telephone calls, appointments and inquiries
  • Address employee inquiries and concerns, providing guidance and solutions
  • Facilitate seamless communication between departments, fostering a collaborative work environment that enhanced overall productivity
  • Collaborate closely with senior management to identify areas for improvement, resulting in increased efficiency across various operational functions
  • Develop and maintained comprehensive databases for managing corporate resources, significantly improving organization and accessibility
  • Spearhead the onboarding process for new hires, providing orientation sessions and necessary training materials to ensure a smooth transition into the company
  • Coordinate regular health and safety training programs for employees in line with regulatory requirements, promoting a secure workplace culture
  • Manage facilities maintenance requests efficiently to minimize downtime while maintaining a safe working environment for all staff members
  • Support human resources efforts by coordinating employee performance evaluations, benefits administration, and payroll processing activities
  • Organize successful company events such as team-building retreats or holiday parties that fostered camaraderie among employees
  • Assist in the development of corporate policies through research and evaluation of best practices to support company growth and success
  • Establish workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel
  • Create organized filing system to manage department documents
  • Organize and updated databases, records and other information resources
  • Maintain confidentiality involving all client and employee any information
  • Assist with development and revision of HR policies, communications, and employee manuals
  • Handle job duties in their appropriate priority with accuracy and efficiency
  • Communicate effectively over the telephone with sensitivity, emotional intelligence and tact
  • Respond to adverse client situations and make sound judgment calls
  • Ensure information obtained or provided whether verbally or in writing is accurate and in keeping with policy and procedures
  • Order various supplies and coordinate services for various sites within established limits and budgeted approvals
  • Coordinate and Administer employee benefits programs and assist with benefits-related inquiries and claims
  • Coordinate and deliver training sessions on HR-related topics, compliance, and soft skills
  • Monitor and track employee performance, goals, and collaborate with managers to address performance improvement and development needs

Sales and Service Associate

The Beerstore
10.2017 - 09.2023
  • Initial customer contact for telephone calls and product inquiries
  • Timely handling of all customer concerns through email, phone, and ticket management system with a high level of professionalism
  • Prepared adjustments to customers’ accounts, handled financial account inquires
  • Accurately handled and filed sensitive and confidential information
  • Streamlined the sales process for increased efficiency, ensuring accurate record-keeping, timely follow-ups, and successful deal closures.
  • Increased customer satisfaction by providing knowledgeable assistance and addressing their needs promptly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Manage pick up orders, special orders, permits through the POS (Point of Sale) and SAP system
  • Create innovative approaches for creating department efficiencies
  • Reconciliation of customer invoices including processing payments, financial adjustments to accounts.

Senior Operations Officer

Scotiabank
01.2017 - 04.2023
  • Managed organizational flow charts, roles and responsibilities records
  • Maintained various databases and developed reports for the administration, tracking of employee statuses and role specifications
  • Prepared organizational communication and presentations for various partners and stakeholders
  • Provided a high degree of support to clients and colleagues in dealing with difficult and/or sensitive situations
  • Completed various internal administrative tasks (coordinated meeting schedules, training events, recruitment events, room and site bookings, workplace accommodations)
  • Created innovative approaches and procedures for creating department efficiencies
  • Provided expert advice and counsel to clients and partners
  • Worked closely and collaboratively with internal departments (i.e
  • Anti Money Laundering, Fraud Department, Branches)
  • Reviewed and adjudicated various financial and legal documents.
  • Developed partnerships with key stakeholders, resulting in mutually beneficial opportunities for growth and innovation.
  • Evaluated employee performance regularly using objective metrics aligned closely with the company''s strategic objectives.
  • Conducted thorough data analysis to identify opportunities for process improvement, driving continuous improvement efforts.
  • Led strategic planning initiatives for long-term organizational success, aligning goals with overall mission objectives.
  • Delivered exceptional results under tight deadlines by effectively prioritizing tasks within a fast-paced environment.
  • Established effective communication channels between departments, fostering collaboration and operational excellence.
  • Streamlined operational processes by implementing new strategies and technology, resulting in increased efficiency.
  • Mentored junior team members in best practices for operations management, fostering a culture of professional development.
  • Facilitated regular meetings among department heads to discuss progress towards goals, address challenges, and share best practices.
  • Enhanced customer satisfaction with the implementation of targeted service improvements and staff training initiatives.
  • Championed change management initiatives across the organization, ensuring seamless transitions during periods of transformation.
  • Provided strong leadership to enhance team productivity and morale.

Sales and Service Representative

Laura
04.2016 - 10.2017
  • Greeted customers and demonstrated excellent customer service skills
  • Helped customers select products, answers questions, and shared product knowledge
  • Created or updated customer profile records
  • Processed purchases and returns
  • Alerted management of potential security issues
  • Assisted with inventory, including receiving and stocking merchandise
  • Helped with the store opening and closing process.

Manager of Customer Service

National Bank of Canada
01.2014 - 01.2017
  • Initial customer contact for telephone calls
  • Recruited, Hired, Trained & Developed all bank tellers and administrative staff
  • Coordinated staffing and onboarding requirements such as launching requisitions, reviewing resumes, scheduling/conducting interviews, and full onboarding
  • HR tasks and functions: Payroll, Employee Relations, Scheduling, Benefit Consultation and Administration (HRIS and Payroll system, ADP Workforce Now)
  • Created and implemented new organizational procedures, recruitment strategies, orientation practices for employees
  • Developed and analyzed policies and procedures for quality standards of customer service
  • Investigated and resolved various complex transactional and client related concerns and escalations to reach the most reasonable outcome for all parties involved
  • Coached, mentored, and developed employee performance that was geared towards providing quality and effective personalized service that addressed client needs and requirements
  • Created and delivered presentations to colleagues and external community organizations
  • Provided a high degree of support to clients and colleagues in dealing with difficult and/or sensitive situations.

Education

Human Resource Management Certificate -

University of Toronto - School of Continuing Studies
01.2024

Bachelor of Arts - BA, Social Sciences -

University of Toronto
01.2020

Skills

  • Decision Making
  • Communication
  • Creativity
  • Strategic thinking
  • Adaptability
  • Active Listening
  • Time Management
  • Meeting facilitation
  • Relationship Building
  • Staff Training and Development
  • Office Management
  • Account Reconciliation
  • Document Management

Timeline

HR and Corporate Services Coordinator

WellFort CHS
05.2023 - Current

Sales and Service Associate

The Beerstore
10.2017 - 09.2023

Senior Operations Officer

Scotiabank
01.2017 - 04.2023

Sales and Service Representative

Laura
04.2016 - 10.2017

Manager of Customer Service

National Bank of Canada
01.2014 - 01.2017

Human Resource Management Certificate -

University of Toronto - School of Continuing Studies

Bachelor of Arts - BA, Social Sciences -

University of Toronto

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Andrea James