Jennifer Birtles
Lunenburg,NS
Summary
Customer service professional with extensive experience at BMO, specializing in problem-solving and strategic thinking. Achievements include significant improvements in customer satisfaction through attention to detail and effective communication. Proven ability to train staff and implement innovative solutions that enhance operational efficiency and strengthen client relationships.
Overview
26
26
years of professional experience
Work History
Customer Service Representative
BMO
Mahone Bay, Nova Scotia
09.2023 - Current
- Providing exceptional customer service with every customer who comes into the branch.
- Inform customers about billing procedures, process their payments, and provide payment assistance.
- Resolve complex problems by working with other departments to provide solutions that meet customer needs.
- Assist with customer inquiries, and provide accurate information regarding their transactions.
- Provide product information and recommendations to enhance the customer experience.
- Manage multiple customer accounts and maintain accurate records.
Receptionist
Lunenburg Optometry
Lunenburg, Nova Scotia
05.2022 - 08.2024
- Greeted and welcomed patients upon arrival at Lunenburg Optometry.
- Managed appointment scheduling and coordinated patient flow efficiently.
- Assisted patients with insurance verification and billing inquiries.
- Answered phone calls, responding to inquiries and directing calls appropriately.
- Processed patient paperwork and updated electronic health records accurately.
- Communicated effectively with optometrists regarding patient needs and schedules.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled and confirmed appointments.
- Provided excellent customer service at all times while interacting with both internal and external customers.
Accounts Receivable Clerk
West Nova Fuels LTD
Lunenburg, Nova Scotia
03.2015 - 04.2022
- Conducted credit checks on potential clients to assess creditworthiness.
- Processed new customer forms to set up accounts in system.
- Updated vendor files with new contact information or changes in payment terms upon request.
- Cleared account balances by examining customer payments and payment history and coordinating contact with collections.
- Reconciled bank statements on a regular basis to ensure accuracy of financial records.
- Created detailed reports summarizing accounts receivable activity within specified time periods.
- Prepared monthly statements for accounts receivable operations.
- Maintained detailed records of all accounts receivable transactions.
- Performed various accounts receivable functions, handled cash receipts posting, updated cash flow reports and researched chargebacks and write-offs.
- Evaluated open accounts to look for past-due balances and pursue collection strategies.
- Generated weekly aging reports to track overdue payments from clients and followed up accordingly.
- Entered, posted and scanned accounts receivable documents into accounting software.
Customer Service Rep to Financial Service Manager
BMO
Mahone Bay, Nova Scotia
01.2000 - 02.2015
- Collected deposits or payments and arranged for billing.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Implemented innovative methods for streamlining the customer service process.
- Resolved customer complaints promptly and efficiently.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Identified opportunities for upselling additional products or services based on customer needs.
- Developed positive relationships with customers through friendly interactions.
- Provided exceptional customer service to ensure customer satisfaction.
- Handled high-volume calls while maintaining professionalism and composure.
- Documented customer interactions accurately for future reference and follow-up.
- Trained new staff on customer service protocols and best practices.
- Provided feedback to management on recurring customer concerns for improvement.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Trade - Business Information & Technology
Nova Scotia Community College
Bridgewater, NS05-1999
Skills
- Meticulous attention to detail
- Professional and mature
- Strong interpersonal skills
- Strategic thinking
- Staff management
- Problem-solving
- Compliance
- Policy administration
References
References available upon request.
Timeline
Customer Service Representative
BMO
09.2023 - Current
Receptionist
Lunenburg Optometry
05.2022 - 08.2024
Accounts Receivable Clerk
West Nova Fuels LTD
03.2015 - 04.2022
Customer Service Rep to Financial Service Manager
BMO
01.2000 - 02.2015
Trade - Business Information & Technology
Nova Scotia Community College