Colleen Carroll
Burnaby,BC
Summary
I am seeking a new position where I can utilize my extensive experience in customer service, administration, and management. I excel in team environments and am equally effective working independently. With prior experience managing a team of 25 members and handling diverse and challenging situations, I believe my compassion, understanding, and over 20 years of experience make me a valuable asset to any customer-oriented company.
Personal Details:
Highest Level of Education: Bachelor's Degree.
Overview
19
19
years of professional experience
Work History
Office Administrator
All Tech Transport
10.2023 - Current
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities.
- Interacted with customers by phone, email, or in-person to provide information.
- Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events.
- Facilitated office productivity, coordinating personnel schedules, quality assurance and procedural improvements.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Quotation Specialist
Symmetry Lighting
03.2022 - 05.2023
- Prepared estimates used by management for purposes such as planning, organizing, and scheduling work.
- Provided accurate estimates by defining scope, timelines, potential setbacks, and limitations.
- Collaborated with project managers and contractors to obtain necessary information for preparing cost estimates.
- Determined budgets for prospective projects to plan for future expenditures and utilize resources wisely.
- Prepared bids and proposals to submit to clients and secure new business.
- Reviewed and approved invoices and payments, verifying accuracy of expenses.
- Developed and maintained database of cost information to use most up-to-date and relevant data in estimates.
Claims administration
Province of British Columbia Insurance Corporation of B.C
06.2018 - 03.2022
- Established proof of loss by studying medical documentation and initiating or conducting investigations of questionable claims.
- Resolved medical claims by approving or denying documentation, calculating benefits due, initiating payments and composing denial letters.
- Compiled and maintained patients' medical records to document conditions and treatments.
- Performed general office duties by preparing correspondence, maintaining records, managing databases and distributing incoming correspondence.
- Negotiated disputed bills or invoices, achieving successful resolution.
Community Liaison Manager
Government of Canada
02.2015 - 06.2016
- Liaison Management role that was focused on maintaining organic approach to sensitive issues both for claimants as well as community members
- To deliver Settlement Agreement information at the community level
- Strategy meetings prior to community meetings to decide how best to support the process and to which communities need more support
- Resource and Logistic planning on large scale.
- Liaised between internal departments and external partners to promote efficient communication and collaboration.
- Facilitated meetings and conferences between various parties, enabling better collaboration and efficient decision-making.
- Investigated escalated liaison issues and implemented appropriate tactics for swift resolution.
Account Manager
International Water Guard Industries
02.2012 - 02.2015
- Support role which consisted of answering multiple lines of communication with buyers and engineers.
- Billing, services and products, as well as ensuring an excellent standard of customer satisfaction
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Main duties focused on preparing units for arriving at the facility for repair, creating work orders for the unit to be moved to the AMO department and then preparing detailed Transport Canada documentation for the unit to be shipped back to the customer
- Correspondence by email, and by telephone
- Duties also included extensive use of Microsoft Office products, including Word and Excel.
Account Manager
Restaurant Marketing Systems
07.2010 - 02.2012
- Answering customer requests concerning billing, services and products while constantly ensuring customer satisfaction
- Focus on promoting and selling different goods and services, and supporting sales and marketing efforts
- Resolving customer service issues with expediency while applying sound judgment and critical thinking
- Processing of customer orders,
- Accurately maintaining and updating customer databases
- Processing payments
- Troubleshooting and diffusing sensitive situations
- Conducting outbound follow-up service calls as required
- Administrative duties
- Accurate Account updates
Customer Service Representative
Purolator Courier
11.2009 - 04.2010
- Responded to customer requests for products, services, and company information.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs. Providing shipping information and sending packages off around the world
- Sought ways to improve processes and services provided.
Team Lead
Tiltproof
07.2007 - 11.2009
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Managed schedules, accepted time off requests and found coverage for short shifts.
- Directed and supervised team of 25 employees
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Held weekly team meetings to inform team members on company news and updates.
Customer Service Representative
Tiltproof Inc
10.2005 - 07.2007
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Bachelor of Arts - International Studies
Capilano College
North Vancouver, BCDiploma in Level - II
Canadian Travel School
Diploma - music and English
Semiahmoo Secondary School
Skills
- More than 20 years’ experience in customer care field
- Excellent command of English language, both Written and Oral
- Possesses Great Attention to Detail
- Thrives in High Volume/High Stress Environment
- Motivated Self-Starter
- Works well Independently or in Group Setting
- Ability to Multitask
- Pleasant Telephone Demeanor
- Computer literate in MS Office and Windows operating systems
- Typing speed of approximately 65 words per minute
- Able to Maintain budgets
- Management Experience
- Account Management Experience
- Sales Support and Collaboration
- Marketing Experience
- Logistics Experience
- Business Development Practices
- Salesforce Training
- Negotiation and Conflict Resolution
- Project Management
- CRM Software
- Recruiting Experience
- Use of Multiple Databases
- Accurate Estimates
- Maintain and Provide Accurate Project Records
Timeline
Office Administrator
All Tech Transport
10.2023 - Current
Quotation Specialist
Symmetry Lighting
03.2022 - 05.2023
Claims administration
Province of British Columbia Insurance Corporation of B.C
06.2018 - 03.2022
Community Liaison Manager
Government of Canada
02.2015 - 06.2016
Account Manager
International Water Guard Industries
02.2012 - 02.2015
Account Manager
Restaurant Marketing Systems
07.2010 - 02.2012
Customer Service Representative
Purolator Courier
11.2009 - 04.2010
Team Lead
Tiltproof
07.2007 - 11.2009
Customer Service Representative
Tiltproof Inc
10.2005 - 07.2007
Bachelor of Arts - International Studies
Capilano College
Diploma in Level - II
Canadian Travel School
Diploma - music and English
Semiahmoo Secondary School