Colleen Hansen
Orillia,ON
Summary
Dedicated professional with extensive experience in diverse environments, emphasizing effective communication in retail and office settings. Proven crisis management skills facilitate proficient handling of challenging situations under pressure, ensuring sound decision-making. Committed to delivering exceptional service for customers and employers while maintaining a high level of dependability and confidentiality. A strong work ethic and dedication to excellence drive continuous improvement and success in all endeavors.
Overview
29
29
years of professional experience
Work History
Customer Service Representative /Administration
Helping Hands Orillia
Orillia, ON
07.2025 - Current
- Administrative and Operational support.
- Accounts Receivable and Billing.
- Monitor and manage outstanding statements and past-due receivables.
- Manage collections and overdue accounts.
- Provide phone and front desk support.
- Process payments and conduct regular electronic bank deposits. - Perform general administrative duties including electronic filing, data entry and document preparation. - Verify client visits using AlayaCare software and ensure data accuracy. - Verify documentation related to the Home at Last (HAL) program.
- Coordinate the purchasing of grocery orders for the organization. - Support PPE ordering, tracking, and distribution to ensure staff and volunteer safety.
- Support organizational quality improvement initiatives.
- Submit purchase order requests in accordance with organizational processes.
- Maintain the office storeroom, including organization, cleanliness, and stock rotation.
- Monitor inventory levels and proactively manage stock replenishment.
- Provide phone and front-desk support at the main office.
- Utilize Microsoft Office Suite, AlayaCare Program, and SharePoint.
- TEAMS communications and phone lines.
- Obtained Food Handler Certificate
- Participates in charity fundraisers.
Administrative Assistant
Lake Country Office Solutions Inc.
Orillia , ON
05.2021 - 07.2025
- Directed customer communication to appropriate department personnel.
- Composed correspondence, reports and meeting notes.
- Scheduled appointments, meetings and events for management staff.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Maintained accurate department and customer records.
- Inventoried and ordered supplies and stock for the office.
- Responded effectively to sensitive inquiries or complaints.
- Utilized editing programs to proofread content for typo-free emails, memos and documentation.
- Managed office duties, ordered materials, organized workspaces, answered emails and made phone calls.
- Answered, routed, dispatched telephone calls and took messages.
- Oversaw office inventory and timely reordering of supplies.
- Managed incoming and outgoing mail, filing and meeting coordination.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Shipping and receiving duties and responsible for paperwork being entered in accounting program.
- Reconciled vendor statements.
- Working knowledge of E-automate software (accounting software program).
Sales Consultant
The Brick Orillia (Franchise)
Orillia, ON
11.2018 - 05.2022
- Greeted incoming customers and provided expert sales and service to drive revenue.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Demonstrated products in effort to show potential buyers benefits and advantages and encourage purchases.
- Cultivated productive relationships with existing customers through exceptional follow-up after sales.
- Handled credit and debit card payment processing to complete purchasing experience.
- Increased revenue by skillfully upselling and closing customer sales and driving product benefits around client needs. Received President's Club award three years consecutively for well achieved sales.
- Boosted client satisfaction ratings by offering proactive resolution ideas while driving actionable responses to questions, concerns or challenges.
- Priced out products for customers and drew up sales paperwork.
- Worked with fellow sales team members to achieve group targets.
- Contacted new and existing customers to outline benefits of products.
- Monitored customer order process and addressed customer issues.
- Demonstrated product features to align with customer needs.
- Used CRM database to track referrals, appointment data and deliveries.
- Created successful strategies to develop and expand customer sales.
Administrative Secretary
Century 21 Lakeside Cove Realty Ltd.
Brechin, ON
08.2015 - 05.2018
- Assisted with customer requests and answered questions to improve satisfaction.
- Oversaw office inventory by restocking supplies and submitting purchase orders.
- Filed and updated employee, customer and external partner contact information into company database.
- Directed internal and external calls, emails and faxes to designated departments.
- Wrote email messages, memos and business letters for management and proofread documentation to provide error-free correspondence.
- Produced and distributed memos, newsletters, brochures
- and other forms of communication.
- Greeted visitors or callers to handle questions or direct to appropriate staff.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Tracked expenses and documented records using Microsoft Office Suite: Word, Excel, Outlook, Adobe Photoshop Elements 11, Gmail, and Century 21 website's office suite.
- Responsible for booking agents appointments and providing continuous support for information and inquiries.
- Controlled and managed document processes by reviewing files, records and critical information to confirm accuracy and ensure compliance with company policies and procedures.
Call Centre Agent for Bell Canada Billing & Sales
Nordia Inc.
Orillia, ON
02.2014 - 05.2015
- Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings.
- Pronounced skills for sales and excellent customer service, awarded President Club award for exceeding sales.
- Treated each call in a confidential manner with accuracy, courtesy and efficiency as exemplified by customer's good feedback on survey's.
- Answered inbound calls to provide information, answer questions or discuss payment options.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Identified consumer needs, clarified information to provide alternative solutions.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Attended educational seminars to develop expertise and improve performance.
- Processed exchange requests in computer system.
- Communicated effectively with clientele to maintain customer satisfaction and loyalty.
Records Information Coordinator - Contract
Ontario Provincial Ontario Provincial Police Headquarters
Orillia, ON
09.2013 - 12.2013
- Collaborated with management team to meet organizational and departmental goals.
- Maintained excellent oral and email communications adhering to policies and procedures.
- Record management, accounted for various documents, retrievals, requests, updated spreadsheets and accounted for accurate data using the Microsoft Suite.
- Uploaded forms and reviewed and entered data. Knowledge of specific databases and applications specific to the company.
- Boxed and labeled materials for shipment and followed all shipping work order guidelines.
- Inputted information from customer's calls and onsite service visits into the company logging system.
Manager
Estilo Clothing Store
Orillia, ON
04.2010 - 03.2011
- Entered time and attendance logs in preparation for payroll.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Trained employees on additional job positions to maintain coverage of roles.
- Logged daily expenses and sales in Point of Sale computerized system.
- Organized and supported charity events.
Cashier/Main Banker
Casino Rama
Rama, ON
06.1997 - 01.2010
- Records and Information Management.
- Processed large cash transactions
- Responsible for opening and closing balances of large sums of monies, requiring mathematical and data application skills.
- Tracked monies, identified and investigated discrepancies of various financial documents and records.
- Experience with traveler’s cheques, identifying memberships, issued cheques/ winnings.
- Main Banker duties included reconciling all paperwork and transactions from various departments within the Casino, working knowledge of LSI, Excel and basic accounting internal control practices.
- Ontario Workplace Safety and Customer Service trained.
- Responsible for internal financial procedures in accordance with policies of the Alcohol Gaming Commission.
- Successfully passed application and background security checks for obtaining a Gaming License.
Education
Some College (No Degree) - Business Professional Certificate
Barrie Learning Centre
BarrieSome College (No Degree) - Emergency Services Communicator Course
Georgian College
Barrie, ONBachelor of Arts - English & History
Laurentian University
Sudbury, ON06-1995
High School Diploma -
Twin Lakes Secondary School
Orillia, ON06-1992
Skills
- CRM and office management software
- Accounts payable and receivable
- Multitasking and prioritization
- Microsoft Office
- Protecting Information
- Tracking documents
- Resolving discrepancies
- Customer relations
- Strong interpersonal skills
- Administrative support
- Dedicated team player
- Results orientated
Education and Training
other,other,other,other
Timeline
Customer Service Representative /Administration
Helping Hands Orillia
07.2025 - Current
Administrative Assistant
Lake Country Office Solutions Inc.
05.2021 - 07.2025
Sales Consultant
The Brick Orillia (Franchise)
11.2018 - 05.2022
Administrative Secretary
Century 21 Lakeside Cove Realty Ltd.
08.2015 - 05.2018
Call Centre Agent for Bell Canada Billing & Sales
Nordia Inc.
02.2014 - 05.2015
Records Information Coordinator - Contract
Ontario Provincial Ontario Provincial Police Headquarters
09.2013 - 12.2013
Manager
Estilo Clothing Store
04.2010 - 03.2011
Cashier/Main Banker
Casino Rama
06.1997 - 01.2010
Some College (No Degree) - Emergency Services Communicator Course
Georgian College
Bachelor of Arts - English & History
Laurentian University
High School Diploma -
Twin Lakes Secondary School
Some College (No Degree) - Business Professional Certificate
Barrie Learning Centre