Leighanne McGrath
St. John’s,Canada
Summary
Proven track record as an Administrative Assistant with confidence and experience. Strong background in office management, scheduling, and communication. Excel at efficiently handling multiple tasks, ensuring smooth operations, and providing support to executive teams. Collaborative and adaptable to changing needs, consistently driving the achievement of organizational goals. Known for reliability and fostering a positive work environment. Detail-oriented administrative assistant with experience in customer service, data entry, and office management, well-equipped to contribute to team success.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Customer Support Specialist/Sales Agent/Data Entry Clerk
Bell Canada
01.2002 - Current
- Increased sales leads by conducting market research and identifying potential clients.
- Consistently met or exceeded assigned performance metrics such as call volume targets or lead conversion rates.
- Negotiated favorable terms with clients, securing contracts that maximized profit margins without compromising quality or delivery timelines.
- Developed strong customer relationships through attentive listening and effective communication skills.
- Enhanced product knowledge by participating in ongoing training sessions and staying up-to-date on industry trends.
- Managed customer expectations and helped navigate sales processes.
- Served customers with knowledgeable, friendly support at every stage of shopping and purchasing.
- Set and achieved company defined sales goals.
- Assisting customers to enhance their use of our products to improve their overall satisfaction
- Identifying, researching, and resolving issues with our products, responding to telephone calls, email, and other requests for application support
- Documenting, tracking, and monitoring customer inquiries
- Probing for customer issues and/or concerns to ensure the highest customer satisfaction
- Selling of our telecommunications products including, internet, home phone, tv, and Fibre optic products
- Increased sales leads by conducting market research and identifying potential clients.
- Consistently met or exceeded assigned performance metrics such as call volume targets or lead conversion rates.
- Negotiated favorable terms with clients, securing contracts that maximized profit margins without compromising quality or delivery timelines.
- Developed strong customer relationships through attentive listening and effective communication skills.
- Enhanced product knowledge by participating in ongoing training sessions and staying up-to-date on industry trends.
- Managed customer expectations and helped navigate sales processes.
- Reduced turnaround time for projects with accurate and timely data entry, contributing to overall company success.
- Corrected data entry errors to prevent duplication or data degradation.
- Updated and maintained customer information, documents and records.
- Checked for accuracy by verifying data and records.
- Compared transcribed data with source document to detect and correct errors.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
QUALITY CARE MANAGER/QUALITY ASSURANCE
ICT Group Rogers Wireless
01.2002 - 12.2002
- Responsible for overseeing and listening of incoming calls to all customer service representatives, ensuring that the highest level of quality service is being provided to customers
- Also responsible for providing feedback and coaching sessions to the agents to make sure that they are meeting and exceeding the clients expectations
- Assessed agents and developed plans to meet needs.
- Enhanced customer satisfaction by addressing reported issues promptly and providing effective solutions.
- Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
- Educated employees on specific QA standards and confirmed maintenance of standards.
- Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.
- Enhanced efficiency of QA department, introducing metrics-driven performance evaluations.
- Initiated quality assurance practices that resulted in higher client satisfaction rates.
Data Entry Clerk
Campbell's Ships Supplies
01.2001 - 12.2002
- Completes all other office-related duties
- Compiled, verified accuracy, and sorted information to prepare source data for computer entry.
- Completed data entry tasks with accuracy and efficiency.
- Scanned documents and saved in database to keep records of essential organizational information.
- Reduced turnaround time for projects with accurate and timely data entry, contributing to overall company success.
- Checked for accuracy by verifying data and records.
- Followed data entry protocols, rules and regulations.
- Corrected data entry errors to prevent duplication or data degradation.
Administrative Assistant
Department of Fisheries and Oceans-Federal Govt
01.2000 - 12.2002
- Reviews and edits outgoing documents for style, format grammar, accuracy and supporting documentation
- Assisted coworkers and staff members with special tasks on daily basis.
- Receives and directs visitors, answers telephone and general enquire and other office related duties
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Managed executive calendars, scheduling appointments and meetings to optimize time management.
- Contributed to a positive work environment by providing support to colleagues when needed in various tasks or projects.
- Assisted in event planning and execution for company functions such as conferences, workshops, or social gatherings.
- Coordinated travel arrangements for senior staff, ensuring smooth business trips with minimal disruptions.
- Maintained executive appointment schedules by planning and scheduling meetings, conferences, and teleconferences.
- Organized travel arrangements for executive team, ensuring smooth logistics for multiple international trips.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Managed filing system, entered data and completed other clerical tasks.
Accounts Payable Clerk
Provincial Airlines
01.1997 - 12.2000
- Completed the data entry of payable/receivable invoices, cash receipt and entry of all journal entries
- Also preparing and processing weekly expense checks for existing employees, vendors, and customers
- This includes coding of the expenses, coding the report, and processing and distribution of checks
- Also responsible for our Executive members corporate visa cards, ensuring that they are paid on time, sufficient credit is available, ensuring that all expenses are booked and entered, and also reconciling the visa accounts which consists of 10 card holders
- Also, responsible for making daily bank deposits consisting of substantial amounts of money
- Reviewed vendor invoices for appropriate documentation and validity prior to payment.
- Reviewed employee expense reports against company policies, safeguarding corporate funds from misuse.
- Streamlined invoice processing by implementing efficient filing and tracking systems.
- Maintained high level of data integrity by consistently updating vendor information in the system accurately.
- Prepared vendor invoices and processed incoming payments.
Post Office Clerk
Lawton's Drugs
01.1993 - 12.1997
- Floor supervisor responsible for providing refunds for customers, completing and distributing of incoming floor orders, doing cash audits on cashiers
- Reduced wait times for customers by consistently maintaining a well-organized work area.
- Assisted customers in completing necessary forms, resulting in accurate and timely mail delivery.
- Maintained accurate records of all transactions, ensuring proper accounting and inventory management.
- Delivered exceptional customer service, resolving issues promptly and courteously.
- Improved customer satisfaction by efficiently sorting and distributing mail to appropriate recipients.
- Maximized efficiency by cross-training in multiple post office roles and responsibilities.
- Expedited parcel retrieval for customers using an organized storage system for easy access.
- Provided guidance on postage rates and shipping options to help customers make informed decisions about their mailing choices.
Education
Diploma - Executive Office Management
Cabot College of Applied Arts, Technology, And Continuing Education
St. John's NL09-1994
Skills
- Customer relationship management (CRM)
- CRM software
- Data entry
- Call center experience
- Active listening
- Sales support
- Empathy and patience
- Customer service excellence
- Teamwork and collaboration
Accomplishments
- Maintained an average typing speed of 50 WPM on all assignments.
- Supervised team of 10 staff members.
- Achieved 80 WPM by completing short hand with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Scheduling - Organized technician schedule for customer jobs.
Certification
Valid security clearance
Training
- Cancer Awareness
- Travel
- Back Injury Prevention
- Human Rights
- Time Management
- Violence against Women
Languages
English
Full Professional
Timeline
Customer Support Specialist/Sales Agent/Data Entry Clerk
Bell Canada
01.2002 - Current
QUALITY CARE MANAGER/QUALITY ASSURANCE
ICT Group Rogers Wireless
01.2002 - 12.2002
Data Entry Clerk
Campbell's Ships Supplies
01.2001 - 12.2002
Administrative Assistant
Department of Fisheries and Oceans-Federal Govt
01.2000 - 12.2002
Accounts Payable Clerk
Provincial Airlines
01.1997 - 12.2000
Post Office Clerk
Lawton's Drugs
01.1993 - 12.1997
Valid security clearance
Diploma - Executive Office Management
Cabot College of Applied Arts, Technology, And Continuing Education
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