Andrea Spooner
Welland,ON
Summary
Experienced bilingual Team Leader with a demonstrated ability to work within timelines and leading teams to reach their highest potential. Skilled in Time Management, Account Management and strong decision making skills. Strong operations professional with a Human Resources certificate focused in Human Resources management from Humber college.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Customer Service Representative
Intact Property Management
- Responded to client concerns regardless concerning concerns
- Processed claims for the property as accurately and efficiently as possible
- Filed claims for all disasters that affects the client’s property
- Serviced colleagues and different professional organizations.
Bilingual Team Leader
Uniuni
01.2022 - 01.2024
- Managed Customer service team
- Assist Customer Service Representatives in responding to client inquiries
- Finding the status of their packages
- Assist Management in dealing/ organizing protocols for team
- Conduct KPI reviews and provide to management.
Operations Supervisor
MAJOREL INC.
08.2020 - 02.2021
- Managed a team of 24 telephone customer service representatives
- Collaborated with Management and IT Department by distributing reports and departmental information
- Managed attendance issues by identifying solutions with human resources and IT
- Resolved ticketing issues with IT department
- Lead weekly customer service evaluations to ensure quality remained at the highest standard
- Coached and evaluated the development of each employee to help them attain their personal and professional goals.
Customer Service Manager and CSR
VENNGO, INC.
01.2009 - 01.2020
- Managed Customer Service Department by leading department’s recruitment and onboarding of new member
- Resolved client inquiries and complaints by responding to telephone and email inquiries
- Ensured employee accountability by supervising attendance, with timesheets and daily workflow reviews
- Translated documents, proofread materials and edited bilingual materials for company trade shows.
Team Leader
ROYAL BANK OF CANADA
01.2007 - 01.2008
- Managed team of 8 analysts, including assigning incidents
- Monitoring daily workflows, and training and mentoring staff
- Updated team on regulation changes and new policies and procedures
- Ensured positive work environment and collaborative communication between team members
- Worked with clients to respond to unusual transactions.
Analyst
ROYAL BANK OF CANADA
01.2006 - 01.2007
- Assisted with the reduction of money laundering and terrorist financing incidents
- Ensured compliance with federal regulations by monitoring client profiles and comparing to regulatory lists
- Provided daily development inquiries and information sharing
- Conducted investigations and reported results
- Completed 5,000 incident requests weekly and 800 files within 2 months, ensuring compliance with regulatory guidelines.
Personal Financial Services Representative, Cage Cash, and Bank Teller
ROYAL BANK OF CANADA
01.2002 - 01.2006
- Used marketing and sales best practices to connect clients with financial services
- Assisted clients on mortgages, investments, and other financial products by meeting with clients and educated them on products and services
- Provided excellent customer service and support
- Achieved $8M in sales targets.
Education
Certificate - Human Resources
Humber college
Toronto, Ontario 01.2006 - 05.2007
College Diploma - Communications
Dawson college
Montreal, Quebec 01.1999 - 05.2001
College Diploma - Digital Video Editing
INTER-DEC college
Montreal, Quebec 01.2001 - 05.2002
Skills
English and French (spoken and written)Effective telephone, email and general writing abilities including proof-readingIn depth knowledge and capability in employee and client complaints, ie (de)escalation and resolving complaintsStrong leadership skills to effectively manage teams and enhance team capabilities perform optimally and exceed targetsComputer skills: MS Office (Word, Excel, Outlook, PowerPoint, Teams), Salesforce & Mac
Timeline
Bilingual Team Leader
Uniuni
01.2022 - 01.2024
Operations Supervisor
MAJOREL INC.
08.2020 - 02.2021
Customer Service Manager and CSR
VENNGO, INC.
01.2009 - 01.2020
Team Leader
ROYAL BANK OF CANADA
01.2007 - 01.2008
Analyst
ROYAL BANK OF CANADA
01.2006 - 01.2007
Certificate - Human Resources
Humber college
01.2006 - 05.2007
Personal Financial Services Representative, Cage Cash, and Bank Teller
ROYAL BANK OF CANADA
01.2002 - 01.2006
College Diploma - Digital Video Editing
INTER-DEC college
01.2001 - 05.2002
College Diploma - Communications
Dawson college
01.1999 - 05.2001
Customer Service Representative
Intact Property Management