ERICA KLIE
Summary
Experienced administrative and customer service professional with a proven track record in leadership and collaborative roles. Recognized for being tech-savvy and an innovative problem solver. Expertise spans customer service, project management, and event planning, with a strong focus on efficiency and operational excellence. Adept at leveraging technology to streamline processes and enhance customer satisfaction. Committed to delivering exceptional results through effective communication, attention to detail, and a proactive approach to problem-solving.
Overview
18
18
years of professional experience
Work History
Administrator, Accounts Receivable
Home Trust Company
12.2018 - Current
- Provides clerical and administrative services to ensure efficient, timely and accurate payment of accounts
- Prepares, posts, verifies, and records customer payments and transactions related to accounts receivable
- Process customer payments across multiple channels, including online bill payments, cheques, and bank transfers
- Ensure accurate record-keeping of all transactions and payments
- Resolve internal payment-related issues
- Responsible for facilities, staff, client and vendor support and services
- Managing office supply usage for the organization, setting thresholds for ordering and determining the most cost-effective supplies
- Responsible for organizing catering for all departments
- Ensuring timely delivery and ease of use
- Assisting customers with in person in office inquiries
- Engaging in active listening to determining the correct department to assist the customer which ensures a timely resolution
- Management of the organizations access card system
- Generating, issuing and collecting pass cards for all employees
- Auditing the passcard system to ensure data integrity
- Using both Excel and Access to find inconsistencies
- Responsible for ordering business cards for the organization
- Assisting in preparing daily couriers and processing of incoming and outgoing daily mail
- Responsible for actioning, updating and completing Service Now tickets related to position
Manager, Member Support Services
Marketing Research and Intelligence Association
03.2007 - 08.2018
- Responsible for the coordination, direction and the provision of a broad range of services to ensure the organization operated efficiently
- To increase administrative operational efficiencies and streamline services an extensive review of all external vendors and services were undertaken
- Through bundling, service provider changes and cancellation of redundant services a 36% reduction of the administrative operating costs were achieved
- Utilizing financial reports and budget expectations, planned and executed the Associations annual educational course offerings
- Negotiated availability with instructors, venues and caterers
- Continuous monitoring of the number of registrations and costs resulted in profitable educational offerings
- To address low staff buy-in of a recently introduced association management system
- Developed in-house training sessions and easy to follow, highly visual, supportive how- to instruction documents
- The staff buy-in increased which lead to higher customer satisfaction
- The Association hosted an annual three-day industry conference with over 60 speakers, a tradeshow, a gala awards dinner and a closing reception
- Managed, planned, sourced and executed all aspects of the conferences working with hotel event managers, banquet managers, AV production teams, entertainment providers, printers and leading the staff team activities
- To set standards for customer satisfaction levels all processes and procedures were reviewed
- Identified and created processes and procedures if deficiencies were found as well as updating the existing ones
- Providing staff with standardized expectations of customer service levels and increasing operational efficiencies
- National office relocated from Mississauga to downtown Toronto and then uptown in a 14-month span
- Managed and oversaw renovation and design of the new facilities’ working with contractors and designers
- Planned and organized moving of all office equipment, files and the transfer of external services to each of the new facilities
- The Association had an aged IT infrastructure
- Sourced, negotiated and implemented a complete overhaul of all IT related equipment and services
- Set up off-site full server back ups
- A disaster recovery procedure was created and implemented to facilitate a quick resumption of business operations should an interruption occur
- Councils and committees of the Association ran annual events specific to their portfolio
- Provided them with the sourcing, planning and execution of the event
- Conducted site visits to determine the suitability of the venue and negotiated service contracts with the venue
Member Services & Events Coordinator
Marketing Research and Intelligence Association
03.2007 - 08.2018
- All customer facing day to day operations of the Member Services department
- As well as data integrity maintenance and report creation and analysis
- Promoted to Manager, Member Support Services from Member Services & Events Coordinator, March 2013
- IT services for the Association was spread out over a large number of external vendors
- No comprehensive listing of those vendors or services was in place
- Composed a list by identifying all vendors and the services they provided
- The list made it easier to identify who to contact if issues occurred
- The association management system did not have field formatting resulting in free form entry fields
- Created a standardised field formatting guide to develop the data integrity
- Used various reporting methods to analyze the data and identify records which included fields with formatting discrepancies
Education
Business Administration Diploma -
Njudungs Gymnaise Skola
Law Enforcement Diploma -
Seneca College
Business Management -
Eastern Gateway Community College
12.2025
Skills
- Office administration
- Attention to detail
- Time management
- Project management
- Inventory management
- Budgeting and finance
- Report generation
- Team collaboration
- Tech-Savvy
- Team leadership and supervision
- Vendor and contract negotiations
- Records management
- Customer service
- Complex Problem-solving
Accomplishments
To address low staff buy-in of a recently introduced association management system. Developed in-house training sessions and an easy to follow, highly visual how- to instruction documents. The staff buy-in increased exponentially which lead to higher customer satisfaction
The Association hosted an annual three-day industry conference with over 60 speakers, a tradeshow, a gala awards dinner and a closing reception. Managed, planned, sourced and executed all aspects of the conferences working with hotel event managers, banquet managers and speakers, AV production teams, entertainment providers, printers and leading the staff team activities. Worked with sponsors and exhibitors ensuring that they took advantage of the benefits included with their sponsorships or tradeshow booths to the fullest. The conference attendees were able to enjoy a conference where all offerings were presented and executed in professional manner with no unexpected interruptions. Project brought in under budget and increased profitability over two years.
Languages
Swedish
Native or Bilingual
Danish
Limited Working
Timeline
Administrator, Accounts Receivable
Home Trust Company
12.2018 - Current
Manager, Member Support Services
Marketing Research and Intelligence Association
03.2007 - 08.2018
Member Services & Events Coordinator
Marketing Research and Intelligence Association
03.2007 - 08.2018
Law Enforcement Diploma -
Seneca College
Business Management -
Eastern Gateway Community College
Business Administration Diploma -
Njudungs Gymnaise Skola
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