NATASHA THAMES
Toronto,Canada
Summary
Resourceful and dynamic Customer Service Advisor with over 20 years of experience across diverse sectors, including utilities, energy, banking, insurance, and hospitality. Proven track record in elevating customer satisfaction, streamlining service processes, and enhancing operational efficiency. Recognized for fostering long-term customer relationships while driving success within high-performing teams. Committed to delivering exceptional service and innovative solutions that consistently exceed client expectations.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Customer Service Advisor
Alectra Utilities
03.2020 - 10.2024
- Educated clients on billing, payment processing, and policy procedures to reduce repeat inquiries.
- Used CRM tools to document interactions and ensure seamless communication across multiple channels.
- Applied empathetic problem-solving to improve customer satisfaction and maintain service quality.
- Resolved complex customer issues by navigating extensive knowledge bases and coordinating repair scheduling.
Customer Service Advisor
Just Energy
02.2017 - 03.2019
- Delivered high-quality service to customers across the UK, US, Ireland, and Scotland.
- Streamlined internal processes to improve efficiency and reduce operational costs.
- Enhanced customer satisfaction by resolving inquiries quickly and providing accurate information.
- Career Development Period Jan 2013 – Feb 2017
- Focused on upgrading skills and aligning long-term career goals.
Household Management
G6 Hospitality
04.2009 - 01.2013
- Ensured high standards of cleanliness and presentation for guest rooms and public areas.
- Collaborated with multiple departments to maximize guest satisfaction.
- Maintained a safe, hazard-free environment and adhered to hotel emergency procedures.
Customer Collection Agent
CIT Financial
03.2008 - 03.2009
- Conducted research to locate hard-to-find debtors while maintaining full compliance.
- Built rapport through professionalism and empathy to reduce disputes.
- Improved repayment rates by negotiating effective payment plans and settlements.
Customer Service Agent
Foremost Insurance
03.2007 - 03.2008
- Educated clients on insurance coverage to build trust and retention.
- Managed policy renewals with accuracy and timeliness.
- Negotiated terms with underwriters to balance risk and cost.
- Collaborated with sales teams to consistently meet or exceed targets.
- Career Development Period Dec 2005 – Mar 2007
- Focused on upgrading skills and strengthening career direction.
Customer Service Agent
Desjardins Insurance
04.2001 - 12.2005
- Exercised underwriting judgment to approve risk and structure coverage.
- Applied knowledge of regulatory, legislative, and contractual obligations.
- Trained new staff on company policies, operations, and service standards.
- Resolved customer issues using strong analytical and problem-solving skills.
Education
Diploma - Legal Administration
Sheridan College
Brampton, ON01.1998
Skills
- Customer Service & Client Relations
- Quality Assurance & Compliance
- CRM & Knowledge Base Navigation
- Process Improvement
- Strong Written & Verbal Communication
- Active Learning & Adaptability
- Call center experience
Certification
- Property & Casualty Certificate (2005)
- Energy Certificate (2020)
Languages
English
Full Professional
Timeline
Customer Service Advisor
Alectra Utilities
03.2020 - 10.2024
Customer Service Advisor
Just Energy
02.2017 - 03.2019
Household Management
G6 Hospitality
04.2009 - 01.2013
Customer Collection Agent
CIT Financial
03.2008 - 03.2009
Customer Service Agent
Foremost Insurance
03.2007 - 03.2008
Customer Service Agent
Desjardins Insurance
04.2001 - 12.2005
Diploma - Legal Administration
Sheridan College