Customer Service Representative
Joshua David Robinson
Toro Steel Buildings
Toronto,Ontario
6
years of professional experience
Assisted teams by providing operational and account support for over five years in high-volume, accuracy-driven insurance environments.,Supported documentation review and investigated discrepancies to enhance workflow efficiency and adherence to service level agreements.,Managed CRM systems and ensured process compliance while maintaining strong organizational and communication skills.
Work History
Sales Representative
9 Months- Managed inbound and outbound client communications regarding steel building products, pricing, and project requirements.
- Utilized Salesforce to document customer interactions, maintain pipeline activity, track follow-ups, and update account information.
- Reviewed customer information and project specifications to ensure quote accuracy and documentation completeness.
- Maintained organized records of quotations, customer communications, and operational follow-up activities.
- Prioritized multiple active inquiries while meeting response-time expectations in a fast-paced environment.
- Assisted customers through various stages of the sales and onboarding process while maintaining professionalism and attention to detail.
Customer Support Representative
3 Years 8 Months- Reviewed insurance policy and billing information to ensure documentation completeness and accuracy.
- Investigated billing discrepancies and coordinated with internal teams to achieve timely resolution.
- Performed accurate triage of inquiries, escalating complex issues to appropriate underwriting or back-office partners.
- Maintained detailed records of actions taken to support auditability and follow-up.
- Worked within regulated insurance procedures while meeting daily productivity and SLA expectations.
Team Leader
1 Year 9 Months- Conducted daily cash reconciliation reviews and variance tracking to support operational accuracy and internal controls.
- Assisted management with shift reporting, workflow coordination, and adherence to standardized operational procedures.
- Ensured compliance with established procedures, controls, and internal guidelines.
- Provided coaching and guidance to team members regarding accuracy, process adherence, and performance expectations.
Education
Ontario College Advanced Diploma - Business Administration (Financial Planning)
- Relevant Coursework:
- Accounting & Business Operations
- Investment & Financial Product Fundamentals
- Client Communication & Documentation
- Registered Accounts: RRSP, TFSA, RESP, GIC
Skills
Assisted in reviewing applications and validating data.
Supported case triage workflows by prioritizing tasks and adhering to SLAs.
Monitored risk awareness controls and provided compliance support.
Conducted investigations into discrepancies and analyzed root causes.
Reviewed documentation and maintained audit-ready records.
Aided back-office operations and collaborated with internal partners.
Coordinated workflows and prioritized operational tasks.
Maintained process adherence within defined authority levels.
Utilized Salesforce CRM for case management and ticketing systems.
Applied Microsoft Excel for data validation tracking and reporting
along with Word
Outlook
and web-based operational systems.
Provided stakeholder
client
and customer support through email and phone.
Languages
English
Full Professional
TECHNICAL & PROFESSIONAL DEVELOPMENT
- Microsoft Excel: data validation, analysis, tracking, and reporting support
- Experience working within SLA-driven operational environments
- Exposure to risk-aware processes and regulated workflows
- Experience navigating CRM, ticketing, documentation, and multi-system operational environments
- Strong general computer literacy and multi-system navigation
ADDITIONAL INFORMATION
- Fully available for shift work between 8:00am and 8:00pm, Monday–Friday
- Comfortable with hybrid work environments following on-site training
- Known for reliability, attendance, and consistent performance in high-volume operational environment
Timeline
Sales Representative
Toro Steel Buildings
01.2026 - CurrentRead More
Customer Support Representative
isure Insurance
04.2022 - 12.2025Read More
Team Leader
McDonald’s
12.2015 - 09.2017Read More
Seneca College
Ontario College Advanced Diploma from Business Administration (Financial Planning)
Read More