Manda Sheaves
Saint Norbert,NB
Summary
Throughout my career, I have successfully led teams to improve customer satisfaction by implementing effective issue resolution processes and follow-up strategies. I have conducted quality audits and training programs for new hires, which enhanced service quality and reduced errors. In my role as a claims adjuster, I managed high-value claims with timely resolutions, maintaining strong client relationships. Additionally, I consistently exceeded sales targets for protection plans and financial products, contributing to business growth and customer loyalty
Overview
23
23
years of professional experience
Work History
Mac Support Advisor
Kelly Connect Services
02.2021 - Current
- Maintained up-to-date knowledge on industry trends and regulations, ensuring accurate advice was provided to clients at all times.
- Developed long-lasting relationships with clients to ensure consistent retention and loyalty.
- Provided technical support for both hardware and software issues across Apple devices, including iPhones, iPads, and Mac computers.
- Utilized advanced CRM tools to track client interactions efficiently while maintaining detailed records of their individual goals, preferences, and concerns.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices.
Claim's Adjuster
Clark Freightways
Coquitlam, BC
09.2014 - 04.2016
- Examined claims forms and other records to determine insurance coverage.
- Worked directly with clients and satellite offices to track and resolve freight issues, providing excellent customer service throughout the claims process.
- Conducted thorough investigations of complex insurance claims, gathering evidence and analyzing relevant documentation.
- Improved claim resolution times by efficiently managing a caseload of 50+ claims per month.
- Mentored junior adjusters on best practices and industry regulations, contributing to their professional growth and development.
Customer Service Representative
Real Estate Weekly
Vancouver, BC
06.2007 - 09.2014
- Managed high-stress situations effectively, maintaining professionalism under pressure of tight deadlines while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Sub-Mortgage Broker
Wells Fargo Financial Services Company
Vancouver, BC
05.2006 - 06.2007
- Collaborated with different lenders to find best possible deal for homebuyers.
- Implemented efficient documentation practices that expedited processing times while ensuring compliance with industry regulations.
- Developed strategies to retain existing clients and maintain long-term connections, fostering customer loyalty and repeat business opportunities.
Financial Customer Service Representative
JP Morgan Chase
Surrey, BC
05.2002 - 06.2006
- Participated in ongoing professional development initiatives focused on enhancing knowledge of industry trends, regulatory changes, and emerging financial products.
- Navigated complex client scenarios with tact and professionalism, resulting in successful resolution of conflicts or concerns.
- Mentored junior team members on best practices in customer service delivery within the finance industry.
- Conducted quality audits on calls, providing feedback to team members to improve service delivery and compliance with company guidelines.
- Contributed to achieving team sales targets by promoting relevant banking products and services tailored to individual client needs.
- Maintained strict confidentiality when handling sensitive client data, adhering to regulatory requirements and company policies at all times.
Customer Service Representative
RMH Teleservices
Surrey, BC
08.2002 - 05.2003
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in training programs to enhance product knowledge and customer service skills.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Education
High School -
06.2001
Skills
- Relationship Building
- Strategic Planning
- Training and mentoring
- Presentations and public speaking
- Client Engagement
- Compliance requirements
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Multitasking
- Progress Reporting
Languages
English
Native or Bilingual
Timeline
Mac Support Advisor - Kelly Connect Services
02.2021 - Current
Claim's Adjuster - Clark Freightways
09.2014 - 04.2016
Customer Service Representative - Real Estate Weekly
06.2007 - 09.2014
Sub-Mortgage Broker - Wells Fargo Financial Services Company
05.2006 - 06.2007
Customer Service Representative - RMH Teleservices
08.2002 - 05.2003
Financial Customer Service Representative - JP Morgan Chase
05.2002 - 06.2006
Westview Senior Secondary - High School ,