Andrea Spooner
Welland,ON
Summary
Skilled customer service professional with experience managing and training diverse teams. Understand complexities behind privacy and data handling Excellent interpersonal skills Able to build and maintain long-term relationships Consistently building relationship with clients to assist in achieving their goals Sharp problem-solving skills
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Canada Life/ Canada Vie
11.2025 - 02.2026
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and loyalty.
- Managed complex account issues, utilizing problem-solving skills to achieve timely resolutions.
- Trained new team members on system navigation and customer service best practices.
- Streamlined communication processes between departments to enhance operational efficiency.
Customer Service Representative
Intact Insurance
01.2022 - 03.2023
- Provide bilingual service and insurance needs.
- Collect the facts about the circumstances of the incident from policyholders, third parties and other stakeholders to determine the circumstances, causes and admissibility of claims
- Collect the facts about the circumstances of the incident from policyholders and file a claim
- Assign intact property restoration services to aid the clients.
Customer Service Manager and CSR
Venngo, Inc.
Toronto, Ontario
08.2009 - 02.2020
- Oversee Customer Service Department tasked with responding to telephone and email inquiries. Lead recruitment, onboarding, and training of new team members. Drafted employee manual and implemented updated policies and procedures designed to improve client services. Oversee employee timesheets and daily workflow. Resolve client complaints and communicate feedback. Translate documents, proofread materials, and create and edit bilingual materials. Represent company at trade shows. Ensure compliance with health, safety, and AODA requirements.
- Assisted in the creation of Salesforce customer service tool, improving response times and data collection and analysis.
- Designed and implemented operation efficiency strategies, improving accuracy.
- Helped in the design and build of client tools, helping achieve sales targets.
Team Leader
Royal Bank of Canada
Toronto, Ontario
01.2007 - 01.2008
- Managed team of 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. Performed quality assurance assessments, including reviewing employee recommendations, identifying needed improvements, and working to improve team productivity. Conducted investigations to determine whether suspicious activity reports were warranted and filed within the correct timeframe and in accordance with policy.
Analyst
Royal Bank of Canada
Toronto, Ontario
01.2006 - 01.2007
- Assisted with the reduction of money laundering and terrorist financing incidents and 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 in the areas of mortgage, investments, and other financial products. Assisted clients in meeting budgets and reaching financial goals 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, OntarioCollege Diploma - Communications
Dawson College
Montreal, QuebecCollege Diploma - Digital Video Editing
Inter-Dec College
Montreal, QuebecGED -
Humber College
Toronto06-2007
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, and Excel
- Customer focused
Certification
- Mutual Funds
- ACAMS
Languages
English
Full Professional
French
Full Professional
Timeline
Customer Service Representative
Canada Life/ Canada Vie
11.2025 - 02.2026
Customer Service Representative
Intact Insurance
01.2022 - 03.2023
Customer Service Manager and CSR
Venngo, Inc.
08.2009 - 02.2020
Team Leader
Royal Bank of Canada
01.2007 - 01.2008
Analyst
Royal Bank of Canada
01.2006 - 01.2007
Personal Financial Services Representative, Cage Cash, and Bank Teller
Royal Bank of Canada
01.2002 - 01.2006
College Diploma - Communications
Dawson College
College Diploma - Digital Video Editing
Inter-Dec College
Certificate - Human Resources
Humber College
GED -
Humber College