Summary
Overview
Work History
Education
Skills
Languages
Timeline
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ANNIE-JADE FERRY

Orleans,Canada

Summary

I am a dedicated and hard working individual that is passionate about building strong customer based relationships. I have experience in both managing a healthcare clinic and in a call center environment. Having worked in these type of work environments has given me the confidence to provide exceptional customer service and apply my skills effectively. I am now seeking a role where I can use my unique abilities and continue to grow professionally.


Overview

25
25
years of professional experience

Work History

Customer Care Representative/Office Manager

Connect Hearing
10.2016 - Current
  • Manage the administrative side of the business, responsible for all day to day activities
  • Prepare and finalize invoices, scan and fax documents, book meetings with suppliers, schedule appointments for clients, order supplies, manage accounts receivable
  • Extensive use of Microsoft Word, Outlook, and Excel
  • Respond to inquiries by email and phone from customers, government and 3rd party agencies regarding hearing aid inquiries, billing, etc. ensuring accurate information is provided at all times
  • Use internal software that is used to maintain electronic files of customers’ personal information, place orders, compile A/R reports and review client history
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Utilized CRM systems to accurately track customer interactions and update account information.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Administrative Assistant

Woodlawn Contracting
04.2014 - 10.2016
  • Selected candidates for interviews, and screened applicants over the phone for various positions
  • Performed administrative duties such as filing, faxing, and handled a significant amount of incoming/outgoing phone calls and emails from both existing and prospective clients
  • Prepared estimates and quotes for potential future landscaping contracts
  • Created advertisements on social media for marketing campaigns that increased business revenue

Customer Relations Officer

Rogers Communications
03.2006 - 01.2013
  • Provided telephone support in a busy call centre environment by answering a wide array of telephone enquiries including account changes, billing problems, plan changes, technical issues, etc.
  • Used internal systems to both review existing notes and draft new documentation on customers’ accounts, ensuring accuracy at all times by leveraging knowledgebase tools and procedures
  • Kept up to date with changes in promotions, policy, price plans, products, services, etc.
  • Probed root cause of customers’ request to cancel service and discuss options to prevent churn
  • Managed customer relations on ongoing basis to maximize customer retention.
  • Made customers aware of current and new programs and services.
  • Maintained statistical database of customers using AMDOCS for types of customer complaints, resolutions offered by organization and satisfaction rating by customer.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Trained new personnel regarding company operations, policies and services.

Office Manager

Raymond Pelletier Enterprises Ltd.
04.2002 - 02.2004
  • Used QuickBooks Accounting software to manage the business’ accounts receivable/payable
  • Responsible for employee payroll, ensuring pay was accurate and processed on time
  • Responded to client enquiries by email or phone, faxed/emailed documents, etc.
  • Created flooring estimates for existing and new clients

Administrative Assistant

The Union of Solicitor General Employees
09.2000 - 01.2001
  • Scanned and archived confidential documents using specialized office equipment
  • Answered inquiries over the phone of a general nature from the general public and transferred calls to other staff where necessary

Education

High School Diploma -

St. Matthew High School
06.1993

Skills

  • Exceptional client service skills
  • Ability to problem-solve, listen effectively, and multi-task
  • Strong interpersonal skills and good team player
  • Accountable, reliable, and dependable
  • Able to manage time effectively and meet deadlines
  • Fluent in English and French
  • Customer service
  • Time management
  • Adaptability and flexibility
  • Interpersonal communication
  • Interpersonal skills
  • Administrative and office support
  • Understanding customer needs
  • Problem-solving
  • Customer service excellence
  • Appointment scheduling
  • Relationship building
  • Call center experience
  • Verbal and written communication

Languages

English
Full Professional
French
Native or Bilingual
Spanish
Limited Working

Timeline

Customer Care Representative/Office Manager

Connect Hearing
10.2016 - Current

Administrative Assistant

Woodlawn Contracting
04.2014 - 10.2016

Customer Relations Officer

Rogers Communications
03.2006 - 01.2013

Office Manager

Raymond Pelletier Enterprises Ltd.
04.2002 - 02.2004

Administrative Assistant

The Union of Solicitor General Employees
09.2000 - 01.2001

High School Diploma -

St. Matthew High School

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ANNIE-JADE FERRY