Debbieann Mattocks
St. Catharines,ON
Overview
17
17
years of professional experience
1
1
Certification
Summary
Managed customer inquiries and resolved issues to enhance service quality. Oversaw data entry and invoice processing tasks to ensure record accuracy. Cultivated client relationships to drive satisfaction and loyalty.
Work History
Customer Service Representative
Sykes
09.2022 - 08.2025
- Contributed to billing accuracy by determining charges for services requested, collecting deposits, and arranging long-term payment plans.
- Demonstrate excellent service standards and maintain high customer satisfaction
- Effectively manage substantial amounts of incoming calls
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid, and complete information by using the right methods/tools
- Meet personal/team sales targets and call handling quotas
- Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines, and policies
Supervisor
Topnotch Building Maintenance
11.2013 - 01.2021
- Report to the Manager of Cleaning
- Supervise a team of unionized cleaning staff to meet and uphold the cleaning standards of our units and buildings
- Oversee the delivery of bus cleaning services
- Implement service standards and metrics established by the General Manager in alignment with the Operations Agreement
- Ensure staff understand the cleanliness standards/metrics and have the proper training and clear direction to meet these standards
- Establish staff cleaning schedules and ensure all necessary cleaning products, personal protective equipment and tools are available for use
- Hold regular staff meetings to, coach, train and keep staff engaged in their work and foster a strong performance culture
Billing Clerk
ATS Shipping company
01.2009 - 09.2012
- Perform duties such as compiling, analyzing, and recording bills, preparing, and issuing invoices and providing customer service
- Responsible for issuing monthly statements, keeping customer files updated with current invoices, bills, and contact information
- Ability to keep track of transactions and to follow up on discrepancies between shipping logs and invoice registers
- Meticulous, have a keen knowledge of mathematics and finances, a good understanding of computers and of billing software programs
- Verifying and reconciling incoming and outgoing freight bills against vendor's invoices
Education
Diploma - undefined
CJ College
Toronto, ON, CADiploma - Human Resource Management
Trillium college
St. Catharines, ON, CA08.2024
Certificate - PCP
National Payroll Institute
07.2022
Skills
- Achieved high accuracy in data entry tasks, contributing to streamlined operations Enhanced sales performance through proactive customer engagement and assistance Maximized data organization using Microsoft Excel and Word for improved accessibility and reporting
Certification
PCP certificate
Languages
English
Full Professional
Personal Details
Highest Level of Education: DCS / DEC
Timeline
Customer Service Representative
Sykes
09.2022 - 08.2025
Supervisor
Topnotch Building Maintenance
11.2013 - 01.2021
Billing Clerk
ATS Shipping company
01.2009 - 09.2012
Diploma - undefined
CJ College
Diploma - Human Resource Management
Trillium college
Certificate - PCP
National Payroll Institute