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)undefined
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
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