Colette Kratzmann

I have held the position of Customer Service Professional since May 2005 ~ Mar 2024 prior to taking on the above supervisory position of Acting Senior Customer Service Professional. During this time, I have worked at a high level to deliver service excellence to citizens while demonstrating “Service with Heart”.

Duties and accountabilities for this position are as follows:

• Follow the vision and mission statement of the Ministry of Citizens Services while being mindful of Delivering Services with Heart.
• Supervise and work alongside staff.
• To provide Front line services to the public in person, over the phone, online and through mail correspondence.
• Assists & responds to citizen’s inquiries regarding information in any one of the programs Service BC delivers, ie: their BC Driver’s Licenses. Collaborates with Customer Contact Victoria and Road Safety to resolve any issues Citizens may have.
• Perform administrative and clerical duties including batching of ministry program documents, filing, mailing, issuing receipts, permits and processing data into Ministry programs. Some of these provincial data systems include ICBC-DSCS, DF Web, VIPS, Rapid/Health MSP, BC Online, E-licensing as well as Vital Statistics and many more.
• To support the Government Agent and the team in the office as well as any other Colleagues, Managers or Directors who require assistance.
• To provide a high degree of customer service with every customer interaction.
• Performing all duties in a professional and confidential manner adhering to current policies and procedures of the BC Government.
• Calculate, collect, and process financial transactions within the provincial revenue systems including PAR/ICBC debt payment system, Biller Direct (Medical Service Plan), EGarms (bill and license fees), GARMS (fine payments) and GENTAX (the rural property tax system).
• Works in a positive and informative manner to ensure clients achieve a positive and timely resolution for their specific need.
• Researches and informs clients of services they require, while providing a path for them to follow. Always creating a no wrong door for information for the public even if it is not with Service BC.
• Held the appointment of Commissioner for Taking Affidavits. Duties include being able to process oaths, affirmations, affidavits, solemn and statuary declarations as well as issue marriage licenses.

Duties and accountabilities for this position are as follows:

• Primary point of contact in absence of the Government Agent. Supervises and works alongside staff.
• Complete office opening and closing duties.
• Perform the duties of head cashier, including daily cash out procedures for all staff. Processing of voids, balancing inventory of ministry systems and processing and printing end of day reports.
• Ensure office incoming and outgoing mail is processed as per ministry standards.
• Processing daily bank deposits in a secure area. Delivery of bank deposits after reconciliation.

Duties and accountabilities for this position are as follows:

• Clerical and administrative duties working in business & personal banking data programs.
• Investments, loans, mortgages and selling bank products.
• Adhering to confidentiality policies and procedures.
• Cash handling and data entry.
• Day-to-day banking transactions of clients
• Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
• Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
• Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
• Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.

Duties and accountabilities for this position are as follows:

• Provided superior customer service experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly, while dealing with customers day-to-day banking needs.
• Processed clerical and administrative duties, cash handling and data entry, while adhering to confidentiality policies and procedures.
• Developed strong product knowledge to provide informed recommendations based on individual customer needs.
• Developed rapport with customers through active listening skills, leading to a positive experience for customers.