GILLIAN G. DALY
Customer Service Rep/Admin Assistant
Prince Albert,ON
Summary
Diplomatic customer service professional experienced in defining and analyzing customer requests to resolve issues. Accurate in documenting customer concerns and dedicated to maintaining deep knowledge of products and promotions.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Topnotch/Accenture
Toronto, ON
09.2020 - 03.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, resolved customers service and high billing issues.
- Educated customers on pricing, saving tip opportunities and company offerings.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Upheld quality control policies and procedures to increase customer satisfaction.
Operations Officer
TD Bank
Toronto, ON
11.2018 - 02.2019
- Identified discrepancies with merchant accounts to devise and initiate cost-effective solutions.
- Processed charge back to merchant accounts.
- Identified accounts and corrected discrepancies to offset loss of revenue generation
- Gathered, organized and entered data into database
Administrative Assistant
Great West Life
Toronto, ON
03.2008 - 08.2017
- Provided administrative support to three Client Relationship Managers and one Sales Account Manager, each of
whom had diverse and large portfolios of clients and advisors - Provided exceptional internal and external customer service to clients queries, and information regarding a range of products
- Used good judgment and up-to-date product knowledge; solved issues/concerns by identifying, analyzing, and investigating to ensure immediate resolution within a time-sensitive deadline environment.
- Utilized available tools and resources to proactively identify and promote opportunities with all clients to deepen
relationships and provide seamless service experiences - Prepared and formatted information for internal and external distribution using Microsoft Word which included
composing complex letters, proposals, and reports; marketing binders with company product for prospective new clients for their employees. - Used Microsoft Excel to prepare spreadsheets using formulas and
graphs; used PowerPoint to create slideshow presentations to clearly depict total investment portfolio changes for the
management team. - Handled accuracy of Member plan information by setting up new clients on Access and in-house database system.
- Maintained and managed the electronic and manual filing system by developing, maintaining, and organizing
departmental records to ensure accurate, complete, and current client information.
Admin HR & Asst Manager HR & Personnel Officer
Scotiabank
Toronto, ON
11.1997 - 05.2007
- Guided new hires through orientation and onboarding and explained total compensation documentation requirements to facilitate HR process.
- Initialized background checks for potential new hires.
- Worked with HR department to devise and update policies as needed for corporate accountability and workplace health and safety, money laundering and code of conduct.
- Assisted in administering employee benefit programs and worker's compensation plans.
- Audited by-weekly payroll to ensure employees paid correctly.
- Coordinated special pay request, and other payments due to staff.
- Tracked, monitored staff absenteeism, vacation records, sick leave, short and long term disability leave & leave of absence.
- Coordinated with health personnel, return to work date.
- Created documentation for newly hired staff, departmental emails and letters, comparison reports, budget preparation.
- Worked with HR department to devise and update policies as needed for corporate accountability and workplace health.
- Compiled and prepared reports and documents pertaining to personnel activities.
Education
Three Year Advanced Diploma - Business Administration - Human Resources
Centennial College of Applied Arts And Technology
Scarborough, ON06.2007
Human Resources Management
Centennial College of Applied Arts And Technology
Scarborough, ON06.2005
Business Communication
George Brown College
Toronto, ON06.2000
Skills
- Calm and Professional Under Pressure
- Responding to Difficult Customers
- Efficient and Detail-Oriented
- Verbal and Written Communication
- Courteous with Strong Service Mindset
- De-escalation Techniques
- Understanding Customer Needs
- Building Customer Trust and Loyalty
- Call Documentation
- Upbeat and Positive Personality
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Representative
Topnotch/Accenture
09.2020 - 03.2023
Operations Officer
TD Bank
11.2018 - 02.2019
Administrative Assistant
Great West Life
03.2008 - 08.2017
Admin HR & Asst Manager HR & Personnel Officer
Scotiabank
11.1997 - 05.2007
Three Year Advanced Diploma - Business Administration - Human Resources
Centennial College of Applied Arts And Technology
Human Resources Management
Centennial College of Applied Arts And Technology
Business Communication
George Brown College
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