Heather Macaulay
Edmonton
Summary
Professional and knowledgeable Receptionist versed in administrative support and customer service. Highly efficient and accurate, with strong planning, problem solving and communication skills with an outgoing personality.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Onside Restoration
09.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Reduced claim processing time by streamlining workflows and implementing efficient practices.
- Contributed to a positive team environment by sharing industry knowledge, offering assistance to colleagues as needed, and actively participating in ongoing professional development opportunities.
- Consistently met or exceeded performance goals related to both KPI targets and customer service metrics.
Customer Service Associate
Joe Fresh, Real Canadian Superstore
10.2016 - Current
- Utilized exceptional communication to connect with customers, assess needs and present solutions.
- Processed accurate and efficient sales and return transactions to facilitate customer satisfaction.
- Followed merchandising guidelines to present visually appealing displays.
Reception Scale Operator
Alberta Environmental Rubber Products
03.2015 - 12.2016
- Performed general office duties, including answering multi-line phones, routing telephone calls or messages to appropriate staff, greeting the public, typing, proofreading, filing, sorting and handling incoming and outgoing mail.
- Operate Scale system
- Assisted senior administrative professionals with daily work tasks.
Call Centre Travel Agent
Hogg Robinson Group
09.2010 - 08.2014
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Discussed benefits of and information regarding travel insurance with clients and ensured that they got the best rates.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
Office Administrator / Reception
Maddies Natural Pet Products Ltd.
04.2009 - 06.2010
- Responded to customer requests via telephone and email.
- Provided clerical support to company employees, including copying, faxing and file management.
- Completed accurate order entry, including data verification.
Office Administrative Assistant
Data Fortress
01.2006 - 02.2009
- Greeted incoming customers in a professional manner and provided friendly, knowledgeable assistance.
- Entered accounts payable, accounts receivable, invoices and expense reimbursements.
- Assisted administrative team members with completing daily tasks in order to maintain a smooth workflow.
Education
Diploma - Travel And Tourism
Sprott Shaw College
New Westminster2005
Diploma - Computer & Professional Business Management
Sprott Shaw College
New Westminster2001
High School Diploma - undefined
Wellington Secondary - Dogwood diploma
Nanaimo, BCSkills
- Extremely organized
- Strong verbal communication
- Team leadership
- MS Office Suite
- Clerical support
- Data entry
- Multi-line telephone systems
- Time management
- Organization skills
- Punctual
- Multitasking strengths
- Administrative assistance
- Quickbooks
- Sage/CRM
Interests
Reading Novels, Gym, Traveling
Timeline
Customer Service Representative
Onside Restoration
09.2022 - Current
Customer Service Associate
Joe Fresh, Real Canadian Superstore
10.2016 - Current
Reception Scale Operator
Alberta Environmental Rubber Products
03.2015 - 12.2016
Call Centre Travel Agent
Hogg Robinson Group
09.2010 - 08.2014
Office Administrator / Reception
Maddies Natural Pet Products Ltd.
04.2009 - 06.2010
Office Administrative Assistant
Data Fortress
01.2006 - 02.2009
Diploma - Travel And Tourism
Sprott Shaw College
Diploma - Computer & Professional Business Management
Sprott Shaw College
High School Diploma - undefined
Wellington Secondary - Dogwood diploma
Similar Profiles
Jes GauthierJes Gauthier
Construction Dispatcher at Onside RestorationConstruction Dispatcher at Onside Restoration
Daniel Xin-Yu WangDaniel Xin-Yu Wang
Camp Counselor at Epic + OnsideCamp Counselor at Epic + Onside
Rahul Kumar Rahul Kumar null
Sr. Design Engineer at TATA TECHNOLOGIES LTD(Onside TATA STEEL)Sr. Design Engineer at TATA TECHNOLOGIES LTD(Onside TATA STEEL)