Summary
Overview
Work History
Education
Skills
Timeline
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Natascia Alexis Shirley

Brampton,Canada

Summary

Customer service professional with proven track record of delivering high-quality support. Known for excellent problem-solving skills and ability to adapt to changing situations. Strong focus on teamwork and achieving measurable results through effective communication and empathy.

Overview

12
12
years of professional experience

Work History

Customer Service Clerk

Halton Region
09.2024 - 01.2025
  • Receives requests from staff for work order creation and operator scheduling (isolation/by-pass plans, watermain shutdowns etc.) for permit, development, and capital works.
  • Updates meter, water and wastewater customer contact information in InforPS and SAP to support invoicing of customer fees. Verifies all closed work order data for bi-weekly reconciliation.
  • Receives meter, water and wastewater customer calls and prioritizes the dispatching of staff or scheduling of appointments appropriately, based on urgency. Deals tactfully, courteously and professionally with each inquiry or complaint, often troubleshooting to ensure customer's needs are accurately identified and appropriately met (e.g., refers to individual for response, schedule appointments using Infor-PS and or outlook etc.).
  • Maintains additional logs outside of InforPS to support new legislative reporting requirements until InforPS configuration is implemented.
  • Processes invoices for payment via SAP, creates Purchase Orders as required, and obtains appropriate approvals through DocuSign. Inputs customer information into SAP for billable work orders.
  • Provides input and feedback on work instruction documentation for all duties and delivers peer-to-peer training support.

Specialized Services Officer, National Bankruptcy & Government Programs

RBC Royal Bank
03.2020 - 03.2024
  • Maintains and effectively works a portfolio of outstanding client debt.
  • Proactively identifies and recommends solutions to recurring errors, service gaps and process efficiency and effectiveness enhancements.
  • Acts as a referral point/Subject Matter Expert for sales and service employees.
  • Reviews all transactions/reports/documents to ensure compliance/adherence with policies/procedures/guidelines.
  • Takes full accountability for quality and accuracy of day-to-day job responsibilities, tasks and activities ensuring a balanced focus on enhanced client experience.
  • To be effective and efficient with operational risk.
  • Delivers exceptional customer service that builds trust through expertise, responsive service, and support.
  • Handles incoming calls in an informed, professional, and efficient manner.
  • Addresses the most complex escalated customer requests and transactions.

Collection Agent: Late Stage (late low and late medium)

RBC Royal Bank
09.2015 - 03.2020
  • Consistently meet and exceed defined department goals, performing in a fast pace changing environment, recognized by managers and peers as a consistent top performer.
  • Analyzed personal and commercial client portfolios by using risk strategies to reduce the business's exposure of unmanageable debt occurrences, and make effective recommendations to either garnish wages, force power of sale, repossession, lien on property or personal judgement.
  • Resolved complex customer issues while negotiating immediate or extended payment arrangements on personal and commercial banking products including mortgages, credit cards, sales contracts, credit lines, demand, and construction loans, using effective problem-solving skills through inbound and outbound conversations.
  • Mitigated bank losses by minimizing write-offs through the effective use of debt management and restructuring tools.
  • Responsible for updating client profile information on internal applications, while analyzing any inconsistencies within the system of record to ensure accuracy.
  • Share and implement best practices to ensure department operates in an effective and efficient.
  • Ensuring that mandates are followed accordingly.
  • Probes understanding customer needs and provides advice related to payments and overall collections strategies in the best interests of the customer.

Assistant manager

Ardene
01.2013 - 01.2015
  • Hire and train new employees.
  • Promoted and recommended products to customers which increased daily sales and revenues.
  • Assisted customers efficiently within a timely manner by being aware of the current fashion trends and available store products.
  • Ensured appropriate merchandise on the sales floor through consistent replenishment which resulted in consistent revenues, and high product turnovers.
  • Scheduling of employees and monitoring sales level performances.
  • Oversee the operation of cash register ensuring all payments and return are handled efficiently.

Education

Personal Support Worker -

Sheridan College
Mississauga, ON
08-2025

Skills

  • Record preparation
  • Payment processing
  • Customer service excellence
  • Product knowledge
  • Team oriented with excellent communication skills
  • Ability to work independently, prioritize and adapt to resident needs
  • Training in Gentle Persuasive Approach (GPA)
  • Familiarity with basic computer functionality, experience with Point Click Care (PCC), or Point of Care (POC)

Timeline

Customer Service Clerk

Halton Region
09.2024 - 01.2025

Specialized Services Officer, National Bankruptcy & Government Programs

RBC Royal Bank
03.2020 - 03.2024

Collection Agent: Late Stage (late low and late medium)

RBC Royal Bank
09.2015 - 03.2020

Assistant manager

Ardene
01.2013 - 01.2015

Personal Support Worker -

Sheridan College

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Natascia Alexis Shirley