Mary Freeman
North York ,Ontario
Summary
I am a driven, results oriented individual. The majority of my experience has been focused on Customer Service and Process Improvement. Bringing fundamental change, streamlining procedures to increase profitability and proficiency is my passion.
I have an inherent ability to cultivate relationships and handle difficult situations with ease due to a Customer First Approach. I am a team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Cash Administrator
407 ETR Concession Company
04.2023 - 03.2024
- Enhanced cash management processes completing workflows submitted by Customer Operations
- Reduced discrepancies in cash transactions by issuing refund cheques when over payment occurs
- Completed Credit Balance Transfers
- Investigated Misapplied Payments
Customer Service Representative
407 ETR Concession Company
05.2022 - 04.2023
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Office of the President
Rogers Communications
09.2009 - 08.2015
- Assisted CEO's Office and all Senior Leadership Team with high level escalations
- Prime Lead to the Ombudsman Office
- Preformed investigative research to assist Legal Team
- Provided in-person services to High Valued Customers and Corporations
- Provided options and course of action with respect to dispute resolution to avoid legal action and preserve a positive Social Media Presence
- Provided feed back for Process Improvement and coaching for internal staff
Education
Markham District High School
Markham, ONSkills
- Critical Thinking
- Risk Assessment
- Quality Assurance
- Decision-Making
- Customer First Approach
- Excellent Customer Service and Negotiation Skills
Timeline
Cash Administrator
407 ETR Concession Company
04.2023 - 03.2024
Customer Service Representative
407 ETR Concession Company
05.2022 - 04.2023
Office of the President
Rogers Communications
09.2009 - 08.2015
Markham District High School
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