Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Mackenzie Joblin

HBCOM, MBA Graduate
Thunder Bay,ON

Summary

Knowledgeable and dedicated customer service professional with 7+ years of experience in both the public and private sector. 2+ years of management/supervisory experience, with the ability to direct staff, resolve conflicts and design daily jobs duties. Talented in forging successful relationships with the public, external clients, businesses and internal team coworkers in fast paced office settings. Highly educated in the fields of business administration with a track record of excellence in examination and work performance. Solid team player with outgoing, positive demeanor and proven in completing tasks that require a high level of analytical and problem solving skills. Self starter that can complete work under minimal supervision, one in which can work strongly in both an autonomous or team setting. Exemplary time management skills, with the ability to handle and thrive under strict deadlines where technical knowledge and ability to interpret and apply legislation/policies is essential. Long standing performance history in quality, speed and process optimization where accuracy and confidentiality is key. Perpetually open to learning and any further training needed to improve my skills and knowledge base.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Team Representative

Office Of The Registrar General
04.2023 - Current
  • 7+ months experience working on Adjudication team within ORG, utilizing VISION, DOCLOG, RGDMS, Sharepoint, Microsoft Suite, IDrive, other Government databases
  • Experienced in analyzing customer applications (Death/Marriage) and matching applications to correct registrations with perfect accuracy
  • Directly communicates with customers over phone to clarify information inadequacies and application inaccuracies as to determine if mandatory fields have been completed and application processing can continue
  • Prioritize accuracy, having never breached confidential customer information and always abiding by current government policies and legislation.
  • Effectively examines Registration database for data entry errors, and sends requests to proper correction departments and correct applications where appropriate and required.
  • Probes customers for information in order to determine if additional documentations must be sent out (Amendments, Change Of Name, Replacement Packages and Delayed Registration Packages)
  • Instructs customers on how to send essential documentation to ORG and upload mandatory information using ID Forms (Missing application information, COA, LOA, LOE, POA and Guarantor Information, etc)
  • Follows ORG compliance and confidentiality standards when dealing with customers vital information
  • Thoroughly authenticates customer over phone to ensure proper security requirements are followed
  • Understanding of application requirements in order to generate and send proper correspondence to customers
  • Demonstrates ability to work effectively in fast paced office setting where collaboration with coworkers is essential
  • Trained in Guarantor processing, able to determine if guarantor requirements are met, or what supporting documentation must be provided by Customer (Guarantor Reference, LOE, Declaration, etc)
  • Proven ability to complete customer service requests following legislative requirements/ORG policies in timely manner while achieving a high level of customer satisfaction
  • Working knowledge of the Vital Statistics Act, the Marriage Act and the Change of name act, with experience interpreting said legislation in order to determine customer needs and application accuracies
  • Ability examine documentation to ensure its completeness, accuracy and acceptability
  • Proven ability to multi task and complete a variety of office functions daily to complete customer service tasks

Customer Service Representative

LCBO
05.2017 - Current
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Operated cash register for cash, check and credit card transactions with excellent accuracy levels.
  • Directed customers in terms of abiding by and accurately following liquor license requirements.
  • Over 2 years of supervisory experience. Managing store night shift (Including directing staff, closing store, reconciling multiple tills and safe before closure in addition to solving transaction and return issues )
  • Delegated responsibilities/tasks to subordinates. Detailing how activities should be completed while simultaneously leaving room for some employee autonomy in the decision making process.
  • Fielding customer, licensee and agency store concerns and requests from both a CSR and management level.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Compared shipping orders and invoices against contents received to
    verify accuracy.
  • Offered advice and assistance to customers, in terms of special ordering
    options, loyalty programs, licensee and agency ordering, and
    alcohol/food pairings.

Commercial Loan Administrator

Rapport Credit Union
12.2022 - 04.2023
  • Demonstrated high level problem solving and analytical reasoning to solve complex mathematical issues that effected customer financial accounts.
  • High quality cooperation and collaboration with Senior Commercial Lender. High level and fast paced problem solving was necessary to solve loan irregularities, payment errors and system failures.
  • Abided by strict compliance regulations, confidentiality requirements and legal standards while working and communicating with external clients such as business, other banking institutions, lawyers, brokers, government personnel, etc.
  • Demonstrated my ability to learn new intranets and computer software to accurately complete very high value financial transactions to align with agreed upon financial commitments and conditions..
  • Compiled legal documents, financial statements and loan conditions in order to investigate irregularities in financial reporting and processing along with breach of contracts/commitments.
  • Experience with Personal Property Security renewals and Articles of Incorporation
  • Proven ability to calm customers concerns and offer advice and solutions in a timely manner. These concerns are be very problematic as they involved large amounts of funds, so communicating clearly and effectively is mandatory.
  • Completed monthly reports focused on outstanding loan terms and amortization breakdowns using Microsoft Excel.
  • Analyzed financial statements (Balance Sheet, Cash Flow Statement, Income Statement, Personal Net Worth Statement). Used data to calculate EBITDA and Debt Service Coverage in order to determine if borrowers are able to service their debt obligations.
  • Balanced posting entries using accounting knowledge in order to accurately balance offsetting entries of upwards of $5 million dollars.
  • Calculated principal and interest payments for fixed, variable and
    floating interest rate loans in order to fix system discrepancies.
  • Understanding of how annual reviews and commitment letters should
    be structured based on borrowers debt serving abilities
  • Created member and business accounts using Financial Intranet
    system. Completed all required documentation using identification and
    articles of incorporation.
  • High quality cooperation and collaboration with Senior Commercial
    Lender. High level and fast paced problem solving was necessary to
    solve loan irregularities, payment errors and system failures.
  • Inputted and adjusted loans using Financial intranet to align with
    agreed upon financial commitments and conditions.
  • Completed monthly reports focused on outstanding loan terms and
    amortization breakdowns using Microsoft Excel.
  • Completed postings for loan payments, advances, and pay downs with
    impeccable accuracy.

Customer Experience Associate

Scotiabank
06.2022 - 12.2022
  • Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
  • Learned about customer's financial needs, established trust and
    optimized sales opportunities resulting in quality customer service.
  • Scanning and archiving confidential customer banking information.
  • Interpreted complex banking problems for external clients in order to accurately solve customer's banking needs under strict deadlines.
  • Achieved over 100% of my customer service goals during my time of employment. Goals are focused on sales calls, making referrals, other customer service activities, etc)
  • Scheduled and booked appointments with proper representatives available to solve customer concerns
  • Communicate with fellow employees over Microsoft teams in order to coordinate, appointments, meetings, document exchanges, etc.
  • Fast paced office environment with limited staff, meaning both electronic and verbal communication is necessary. Collaboration must be highly efficient due to staffing shortage.
  • Successfully complete a high volume of extremely different office related tasks effectively and efficiently.
  • Experienced with opening and closing branch front line. Successfully closed well within closing balance requirements.
  • Executed wire transfers, stop payments and account transfers.
  • Consistently posts all daily entries (Debits, Credits, Contras, etc) while successfully following compliance guidelines.
  • Consistently maintaining and improving relationships with customers/clients and Scotiabank. This is achieved by performing high quality customer service and prospecting new customers.
  • Received car loan, home loan and other payments and posted to
    accounts.
  • Consistently maintaining and improving relationships with
    customers/clients and Scotiabank. This is achieved by performing high
    quality customer service and prospecting new customers.

Graduate Student Teaching Assistant

Lakehead University
01.2020 - 05.2020
  • Administrative support by maintaining and updating internal marking
    databases
  • Marked and evaluated students assignments, midterms and final
    exams.
  • Calculated and recorded grades for coursework and tests in online
    reporting system.
  • Archived completed exams, midterms and assignments.
  • Oversaw students in classroom and common areas to monitor, enforce
    rules and support lead teacher.
  • Provided relevant and timely feedback on student assignments.
  • Checked course materials, lessons and assignments for discrepancies
    and helped senior teachers resolve problems.
  • Assisted students with course work and assignments during and after
    class hours.
  • Assisted with classes of up to 60 students in the field of Commerce,
    more specifically, Management Information Systems.
  • Taught and instructed students how to successfully use Microsoft Office
    Suite along with Digital Visualization Software.
  • Help students create individualized plans designed to positively impact
    course success.

Produce Associate

Walmart
08.2014 - 09.2015

Education

MBA - Masters of Business Administration

Lakehead University
Thunder Bay, ON
08.2020

Honours Bachelor of Commerce - Marketing Management

Lakehead University
Thunder Bay, ON
09.2019

Skills

  • Customer Service
  • Basic Accounting Knowledge
  • Experience with Vision, DOCLOG and RGDMS
  • Knowledge Understanding and ability to interpret Vital Statistics Act, The Marriage Act and Change of Name Act
  • Experience Matching Customer Information with Marriage/Death Registrations
  • Adheres To Compliance Requirements
  • Exemplary Attendance Record
  • Effectively communicating with customers over phone
  • Skilled in forging healthy and prosperous customer and business relationships
  • High level typing ability in terms of speed and accuracy
  • Teamwork, Adaptability and Flexibility
  • High Level Team Communication
  • Able to quickly learn new tasks both in terms of computer input and document recording
  • Well Organized and Prioritize Accuracy
  • Customer Relations
  • Client Coordination
  • Supervisory/Management Experience
  • Complaint Resolution
  • Data Entry
  • Confidentiality Expertise
  • Effectively and Efficiently verifies Documentation
  • Experienced in answering and making business calls, both servicing requests and prospecting clients
  • Eager to Learn and be Trained
  • Analytically Focused
  • Microsoft Office Suite Proficiency (Word, Excel, PowerPoint, Outlook, SharePoint and Teams)
  • Goal Oriented Self Starter
  • Consistently Professional
  • Mathematical expertise, very experienced in analytical problem solving
  • Experienced with Accounting and Financial fundamentals/calculations
  • Eager to Learn and be Trained
  • Administrative Support
  • Active Listening
  • Balance Verification and Reconciliation
  • Data Security and Validation
  • Fraud Detection
  • Well Versed in Data Analysis
  • Store & Bank Branch Opening and Closing

Certification

Smart Serve, Alcohol and Gaming Commission of Ontario Certification


Level C CPR/AED Certified, St. John Ambulance

Timeline

Team Representative

Office Of The Registrar General
04.2023 - Current

Commercial Loan Administrator

Rapport Credit Union
12.2022 - 04.2023

Customer Experience Associate

Scotiabank
06.2022 - 12.2022

Graduate Student Teaching Assistant

Lakehead University
01.2020 - 05.2020

Customer Service Representative

LCBO
05.2017 - Current

Smart Serve, Alcohol and Gaming Commission of Ontario Certification


Level C CPR/AED Certified, St. John Ambulance

05-2017

Produce Associate

Walmart
08.2014 - 09.2015

MBA - Masters of Business Administration

Lakehead University

Honours Bachelor of Commerce - Marketing Management

Lakehead University

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Mackenzie JoblinHBCOM, MBA Graduate