Summary
Overview
Work History
Education
Skills
Timeline
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Hope Goodfellow

Hamilton,ON

Summary

Customer service professional with extensive experience in resolving customer issues and enhancing satisfaction. Demonstrates strong communication and problem-solving skills, contributing to team success and positive outcomes. Reliable and adaptable, consistently focused on achieving organizational goals through effective service delivery.

Overview

20
20
years of professional experience

Work History

Operational Support Manager, National Accounts

GFL Environmental
07.2017 - 04.2025
  • Coordinated with vendors on invoicing, payments, and discrepancies for accurate financial tracking.
  • Processed subcontract invoices with correct GL coding to maintain accounting integrity.
  • Completed various reports to ensure accuracy in month-end accruals and period closures.
  • Managed invoicing and reports for all National Account customers, utilizing multiple billing portals.
  • Collaborated with district controllers to guarantee timely monthly period closures by corporate deadlines.
  • Verified and processed monthly commissions for Ontario sales representatives before payroll submission.

Billing & Procedure Analyst

GFL Environmental
07.2016 - 06.2017
  • Processed billing for multiple municipal contracts efficiently.
  • Ensured compliance with corporate data entry procedures across all districts in Canada.
  • Completed accuracy checks on reports prior to month-end billing.
  • Collaborated with Regional Controller to report monthly revenue changes.
  • Traveled to various divisions to train staff on new sales profitability portal.
  • Generated profitability reports to identify process improvement opportunities and enhance efficiency.

Office Administrator

GFL Environmental
05.2014 - 07.2016
  • Managed multi-line phone system, routing calls and delivering messages to staff while greeting visitors.
  • Maintained electronic and paper filing systems for efficient information retrieval.
  • Ensured accuracy of commercial route closings to uphold operational standards.
  • Tracked office supplies and restocked items to maintain productivity among team members.
  • Processed billing for City of Hamilton Waste and Recycling contract, ensuring timely payments.
  • Responded promptly and professionally to vendor inquiries, fostering strong relationships.
  • Verified employee reimbursement expenses for accuracy before processing payments.
  • Assisted operations by managing health and safety documentation for compliance.

Sales Administrative Assistant

BFI Canada
12.2010 - 05.2014
  • Streamlined sales processes through efficient data entry and management of client information in CRM system.
  • Maximized time management skills to accomplish multiple tasks under strict deadlines while maintaining quality.
  • Coordinated scheduling of meetings for sales representatives to enhance productivity.
  • Oversaw complete renewal process, from identifying upcoming renewals to successfully closing deals.
  • Prepared renewal quotes and documentation, ensuring timely notifications to clients.
  • Identified and facilitated upsell and cross-sell opportunities to drive revenue growth.
  • Collaborated with account manager to process customer service agreements with high accuracy.

Customer Service Coordinator

Waste Services
08.2007 - 12.2010
  • Managed high call volumes, maintaining professionalism and minimizing customer wait times.
  • Resolved escalated customer issues through empathetic communication and collaboration with management.
  • Cultivated strong relationships with key clients, enhancing loyalty and promoting repeat business.
  • Communicated charges, fees, terms of sales, and service agreements to customers consistently.
  • Processed customer service agreements and coordinated with managers for accurate delivery.

Accounts Payable Administrator

Waste Services
03.2006 - 08.2007
  • Reconciled vendor statements monthly, identifying errors and resolving discrepancies efficiently.
  • Reduced late payment fees by monitoring due dates and prioritizing payments.
  • Processed employee expense reports to ensure accurate reimbursement.
  • Prepared weekly check runs for approved invoices, delivering timely payments to vendors.
  • Assisted in preparing month-end accruals for financial reporting.
  • Processed hourly payroll, ensuring correct deductions and necessary updates.
  • Entered purchase orders, invoices, and payments into company accounting system for accuracy.
  • Reviewed new vendor applications and submitted them for approval.

Dispatcher

Waste Services
12.2004 - 03.2006
  • Managed high-stress situations to provide timely assistance to individuals in need.
  • Coordinated with drivers and personnel to ensure prompt delivery and service.
  • Scheduled service requests and addressed customer needs for changes.
  • Dispatched calls to appropriate routes based on driver location.
  • Conducted end-of-day driver check-ins to verify accurate paperwork completion.

Education

High School Diploma -

Cathedral High School
Hamilton, ON
10-1995

Skills

  • Technical support expertise
  • Teamwork and collaboration
  • Problem-solving
  • Continuous improvement
  • Training and mentoring
  • Staff management
  • Customer service expertise
  • Time management
  • Administrative support
  • Complaint handling
  • Customer focus
  • Attention to detail

Timeline

Operational Support Manager, National Accounts

GFL Environmental
07.2017 - 04.2025

Billing & Procedure Analyst

GFL Environmental
07.2016 - 06.2017

Office Administrator

GFL Environmental
05.2014 - 07.2016

Sales Administrative Assistant

BFI Canada
12.2010 - 05.2014

Customer Service Coordinator

Waste Services
08.2007 - 12.2010

Accounts Payable Administrator

Waste Services
03.2006 - 08.2007

Dispatcher

Waste Services
12.2004 - 03.2006

High School Diploma -

Cathedral High School

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Hope Goodfellow