Dynamic and purposeful Customer Services Representative with a robust background in customer service, hospitality, and retail management. Recognized for prowess in handling intricate customer inquiries and motivating teams to achieve exceptional results. Ensured timely payments by meticulously managing accounts payable and receivables, including approved invoices. Managed a wide range of financial transactions, from deposits and account refunds to journal vouchers. Additionally, conducted thorough reviews, verified documentation, and compared data to external sources, ensuring compliance and accurate ministry records. I bring a wealth of experience in overseeing front desk operations and managing retail endeavors, displaying a proven ability to navigate diverse responsibilities and lead multifaceted teams. In the fast-paced worlds of hospitality and retail, my skills are an asset for organizations that prioritize delivering outstanding customer service.
Work History
Accounts Analyst
Ministry Of Social Development and Poverty
07.2023 - Current
• Facilitate seamless processing of accounts payable and receivable documents, meticulously entering approved invoices into the corporate accounting system to ensure timely payments.
• Managed a comprehensive range of financial transactions, including reception, preparation, and processing of deposits, account refunds, adjustments, cheques requisitions, journal vouchers, EFT updates, and petty cash disbursements.
• Conducted thorough reviews and verifications of all backup and source documentation, meticulously ensuring compliance with regulations, policies, and procedures.
• This encompassed diverse financial elements such as service contracts, expenditure payments, contribution agreements, invoices, relocation reimbursements, grants and contributions, petty cash, business travel claims, journal vouchers, and purchasing cards.
• Executed crucial vendor management duties, fostering effective relationships, and ensuring operational efficiency.
• Conducted detailed comparisons of financial and non-financial data on ministry information systems with external sources, including ICBC, Revenue Services of BC, RMS, CLASS system, and CAS Oracle
• This initiative-taking approach ensured the completeness and accuracy of ministry records.
• Reviewed closed BC Benefits files, guaranteeing accuracy of financial information, and updated the ministry information system for debt transfers to collection agencies.
• Proactively reconciled and resolved routine transactions and discrepancies through Central Accounting System (CAS), ensuring compliance with legislation, ministry policies, and central agency procedures
• Escalated more complex or questionable transactions to the Team Leader for resolution.
• Engaged in cross-training initiatives with team members, contributing to various Financial Operations duties.
• This involved journal voucher entry and processing, Assignment of Benefits, liaison with field and federal government entities, EFT traces, as well as the investigation and updating of client files in databases such as ICM or legacy systems.
• Identified potential deficiencies and areas for improvement within operational procedures, offering valuable recommendations to the Team Leader for implementation.
• Conducted inquiries to obtain data for statistical reporting requirements, demonstrating a commitment to comprehensive and accurate record-keeping.
• Maintained an organized system for obtaining and managing financial records, ensuring their accessibility and accuracy for reporting purposes.
Customer Service Representative
Maximus Canada
10.2020 - 06.2023
• Proficiently managed customer inquiries by promptly responding to citizens' calls, emails, and chat messages, addressing concerns related to their health insurance accounts with a high degree of professionalism.
• Delivered comprehensive policy information to citizens, elucidating coverage details, deductibles, co-payments, and other pertinent policy-related information to ensure clarity and understanding.
• Provided expert assistance to citizens throughout the claims process, guiding them in filing claims, furnishing timely claim status updates, and addressing any denials or reimbursement issues with diligence and accuracy.
• Played a pivotal role in facilitating the enrollment and renewal process for citizens, offering guidance on plan options and changes to ensure informed decision-making.
• Proactively assisted citizens with billing and payment inquiries, demonstrating a commitment to resolving issues, setting up automatic payments, and addressing billing errors or disputes with precision.
• Demonstrated adept critical thinking skills by efficiently resolving citizens' issues and complaints, employing a diplomatic approach.
• Escalated complex issues to the appropriate department for thorough resolution.
• Ensured strict adherence to provincial and federal laws, regulations, and ethical standards in all interactions with citizens.
Guest Service Manager
Motel 6
01.2019 - 10.2020
• Managing staff: This includes recruiting, training, scheduling, and supervising staff members, as well as addressing any issues that may arise.
• Inventory management: responsible for maintaining accurate inventory levels, ordering products as needed, and conducting regular inventory counts.
• Customer service: Ensuring that customers are satisfied with their experience at the store, and overseeing any complaints or issues that arise.
• Sales and marketing: Developing strategies to increase sales.
• Fiscal management: Managing cash flow, preparing financial reports, and ensuring that the store operates within budget.
• Safety and security: Maintaining a safe and secure environment for customers and staff, following all safety protocols,
• Compliance: Ensuring that the store complies with all local, state, and federal regulations, including labor laws, health codes, and licensing requirements..
Store Manager
Seven-Eleven Canada Inc
02.2008 - 01.2019
• Managing staff: This includes recruiting, training, scheduling, and supervising staff members, as well as addressing any issues that may arise.
• Inventory management: responsible for maintaining accurate inventory levels, ordering products as needed, and conducting regular inventory counts.
• Customer service: Ensuring that customers are satisfied with their experience at the store, and overseeing any complaints or issues that arise.
• Sales and marketing: Developing strategies to increase sales.
• Fiscal management: Managing cash flow, preparing financial reports, and ensuring that the store operates within budget.
• Safety and security: Maintaining a safe and secure environment for customers and staff, following all safety protocols,
• Compliance: Ensuring that the store complies with all local, state, and federal regulations, including labor laws, health codes, and licensing requirements
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Community Integration Specialist at BC Public Service-Ministry of Social Development and Poverty Reduction-CISBCommunity Integration Specialist at BC Public Service-Ministry of Social Development and Poverty Reduction-CISB