Lisa Steenberg
Toronto
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
25
25
years of professional experience
Work History
Financial Services Representative
Gatestone And Co.
06.2020 - 06.2024
- Provided excellent customer service, resolving issues quickly and maintaining long-term client relationships.
- Maintained up-to-date knowledge of industry regulations, trends, and best practices to provide informed advice to clients.
- Enhanced customer relationships with personalized service and addressing individual concerns promptly.
- Negotiated payments and payment plans.
Fraud Analyst
Scotiabank
11.2018 - 08.2019
- Evaluated customer data to identify and prevent fraudulent activities.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Performed risk assessments to determine level of fraud risk and prioritize investigations.
- Arranged card replacements for customers affected by fraud
Customer Contact Agent
Rogers Communications
02.2017 - 05.2017
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions in the wireless department.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Health Assistant
Bayview Village Wellness Clinic
07.2016 - 12.2016
- Facilitated smooth communication between patients and healthcare providers, addressing concerns, and clarifying treatment plans.
- Main point of contact for clients cashing out and booking appointments
- Working with PMP software, preparing monthly reports for the clinic, communicated with law offices and benefit providers.
- Managed and ran the clinic alone on Sundays. Assisted with special event evenings for clients and monthly meetings.
Guest Services Coordinator
Bayview Village Shopping Centre
04.2016 - 07.2016
- Gave information about area attractions and provided directions.
- Responding to incoming requests for advice and information (whether in person, over the telephone or via email) in a professional, positive and friendly manner.
- Trained junior team members in customer service strategies and property policies.
- Serving as a brand "ambassador" promoting Bayview Village mall, programs and services.
Administrative Assistant/Office Manager
Intelligent Office
05.2007 - 04.2016
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Managed an administrative team of five people.
Team Leader/Key Holder
Reitmans
11.2007 - 12.2011
- Supervised and trained team members to confirm compliance with Reitmans procedures and quality requirements.
- Responsible as a key holder for opening and closing procedures also balanced daily cash deposits.
- Built strong relationships with customers through positive attitude and attentive response to their fashion concerns.
- Effectively detected shoplifters and could maintain the store and run it if the manager was absent. Was store Health and Safety Representative.
Travel Associate
Sunquest Vacations
07.2005 - 03.2006
- Researched, investigated and handled customer complaints via phone, letter, email and fax. Dealt with travel agents and passengers to ensure the resolution was positive.
- Excellent organizational and time management skills (30 day turnaround)
- Assisted clients in resolving travel-related issues promptly, ensuring a positive experience and fostering loyalty.
- GDS and Amadeus software
Customer Contact Agent Executive Club
British Airways
11.1999 - 10.2005
- Developed an excellent understanding of British Airways products and policies while dealing with Executive Club members and travel agents in a professional manner.
- Directed Executive Club members, travel agents and coworkers with all their travel inquiries and concerns. Worked during 911.
- Computer skills on Amadeus, Ocean wave, World Tracer, GDS and Workbrain.
- Achieved 1 of the top 10 sales positions in the company for 3 consecutive years.
Education
Bachelor of Arts - Sociology And Mass Communication
York University
Toronto, ON06.1998
Corporate Communication
Centennial College of Applied Arts And Technology
Scarborough, ON06.1998
Skills
- Financial Services
- Customer Relationship Management
- Cash Management
- Cash Handling
- MS Office
- Payments Processing
Timeline
Financial Services Representative
Gatestone And Co.
06.2020 - 06.2024
Fraud Analyst
Scotiabank
11.2018 - 08.2019
Customer Contact Agent
Rogers Communications
02.2017 - 05.2017
Health Assistant
Bayview Village Wellness Clinic
07.2016 - 12.2016
Guest Services Coordinator
Bayview Village Shopping Centre
04.2016 - 07.2016
Team Leader/Key Holder
Reitmans
11.2007 - 12.2011
Administrative Assistant/Office Manager
Intelligent Office
05.2007 - 04.2016
Travel Associate
Sunquest Vacations
07.2005 - 03.2006
Customer Contact Agent Executive Club
British Airways
11.1999 - 10.2005
Bachelor of Arts - Sociology And Mass Communication
York University
Corporate Communication
Centennial College of Applied Arts And Technology