Nicole Monks
Peterborough,Canada
Summary
Over 15 years of experience in customer service and call center operations, driving organizational success through a strong focus on quality and customer satisfaction. Demonstrated leadership in achieving service and quality goals, resulting in improved business performance. Skilled in team management, recruitment, and training, fostering a culture of excellence and compliance. Proven ability to solve problems effectively while building lasting client relationships and enhancing service delivery.
Overview
23
23
years of professional experience
Work History
Administrative Assistant
Fleming College Student Administrative Council
Peterborough, Ontario
08.2023 - 08.2025
- Managed daily office operations and maintained organized filing systems.
- Coordinated schedules and arranged meetings for senior management.
- Handled correspondence and communicated with clients and vendors efficiently.
- Utilized software tools to track project timelines and deliverables effectively.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Maintained office supplies inventory by checking stock to determine inventory level.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Answered questions from customers regarding products and services offered by the company.
- Scheduled appointments between clients and customers and internal staff members.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Coordinated and scheduled meetings, including room reservations, catering, and technical setup, for seamless execution.
- Greeted visitors and provided general information about the company.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Handled incoming calls and directed callers to appropriate department or employee.
Front Desk Assistant
Guardian Property Management
Peterborough, Ontario
04.2022 - 08.2023
- Managed front desk operations and ensured smooth guest check-in processes.
- Scheduled appointments and coordinated meetings for staff and guests.
- Answered multi-line phone system and directed calls to appropriate personnel.
- Answered phone inquiries in a professional manner and directed calls to the appropriate staff members.
- Resolved customer complaints in a timely manner by providing assistance or referring them to the correct personnel.
- Maintained important files, running reports, and delivering updates on occupancy and revenue.
- Computed bills, collected payments and made change for guests.
- Provided administrative support to coworkers, taking on additional tasks during high-volume periods.
- Assisted with administrative tasks such as filing paperwork, preparing reports.
Administrative Assistant
Fleming College Student Administrative Council
Peterborough, Ontario
02.2020 - 03.2021
- Managed daily office operations and maintained organized filing systems.
- Assisted in preparing reports and documentation for internal projects.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Handled confidential documents in an organized fashion according to established protocol.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Answered questions from customers regarding products and services offered by the company.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
<ul><li>Preparing charter quoting for single and multi-day charters; subsequently making the bookings. Maintaining a list of volume accounts; with daily requests, changes and new bookings. Booking weekly, monthly and yearly schedules.</li><li>Provided customer service for research and resolution of executive complaints</li><li>Worked with stringent deadlines; 10-15 cases per day</li><li>Effectively resolved customer issues; provided business solutions to achieve customer needs</li></ul>
Coach Canada/Trentway Wager
09.2018 - 11.2019
- Preparing charter quoting for single and multi-day charters; subsequently making the bookings. Maintaining a list of volume accounts; with daily requests, changes and new bookings. Booking weekly, monthly and yearly schedules.
- Provided customer service for research and resolution of executive complaints
- Worked with stringent dealines; 10-15 cases per day
- Effectively resolved customer issues; provided business solutions to achieve customer needs
<ul><li>Organizing and preparing daily schedules for clients and PSW's. Handling multiple last minute changes and challenges due to changes in staffing.</li><li>Handle public and internal direct and in-direct client relations and assisting in resolving conflicts and problems. Completing bi-weekly time sheets and schedules for payroll.</li><li>Took responsibility for maintaining office premises and safely and soundly</li><li>Ensuring all staff member time sheets and schedules are filed promptly and on time</li><li>Help maintain the organization of office files and paperwork</li></ul>
VON Canada Ltd.
04.2018 - 09.2018
- Organizing and preparing daily schedules for clients and PSW's. Handling multiple last minute changes and challenges due to changes in staffing.
- Handle public and internal direct and in-direct client relations and assisting in resolving conflicts and problems. Completing bi-weekly time sheets and schedules for payroll.
- Took responsibility for maintaining office premises and safely and soundly
- Ensuring all staff member time sheets and schedules are filed promptly and on time
- Help maintain the organization of office files and paperwork
<ul><li>Preparing sales orders and estimates/quotes. Handling direct and indirect customer relations and assisting in resolving invoice problems.</li><li>Informing of changes in company policies and procedures as well as changes in operation and hazardous codes.</li><li>Took responsibility for maintaining office premises and safely and soundly</li><li>Ensured all staff members work orders set up properly</li><li>Help maintain the organization of office files and paperwork</li></ul>
Peterborough Glass & Windows Ltd.
01.2016 - 01.2017
- Preparing sales orders and estimates/quotes. Handling direct and indirect customer relations and assisting in resolving invoice problems.
- Informing of changes in company policies and procedures as well as changes in operation and hazardous codes.
- Took responsibility for maintaining office premises and safely and soundly
- Ensured all staff members work orders set up properly
- Help maintain the organization of office files and paperwork
<ul><li>Preparing sales orders and estimates and compiling periodic sales reports; assisting in resolving invoice problems and customer relations.</li><li>Informing location personnel of changes in company policies and procedures as well as changes in operation codes.</li><li>Took responsibility for maintaining office premises safely and soundly</li><li>Liaised with property agents/landlords regarding overall maintenance</li><li>Ensured all staff members work orders set up appropriately</li></ul>
Earl McNabb Appliance Repair
01.2010 - 01.2016
- Preparing sales orders and estimates and compiling periodic sales reports; assisting in resolving invoice problems and customer relations.
- Informing location personnel of changes in company policies and procedures as well as changes in operation codes.
- Took responsibility for maintaining office premises safely and soundly
- Liaised with property agents/landlords regarding overall maintenance
- Ensured all staff members work orders set up appropriately
<ul><li>Effectively corresponded with executives to achieve satisfactory resolutions of issues within 24-72 hours.</li><li>Delivered client-focused decisions and exceptional service to challenging clients.</li><li>Provided customer service for research and resolution of executive complaints</li><li>Effectively resolved customer issues; provided business solutions to achieve customer needs</li><li>Worked with stringent deadlines; 15-20 cases per day</li></ul>
Global Tele Sales/Lufthansa
01.2003 - 01.2010
- Effectively corresponded with executives to achieve satisfactory resolutions of issues within 24-72 hours.
- Delivered client-focused decisions and exceptional service to challenging clients.
- Provided customer service for research and resolution of executive complaints
- Effectively resolved customer issues; provided business solutions to achieve customer needs
- Worked with stringent deadlines; 15-20 cases per day
Education
Teaching Assistant
05/2004
05.2004
Child Psychology
10/1997
10.1997
Skills
- Microsoft Office
- Schedule management
- Document organization
- Data entry
- Project tracking
- Customer relationship management
- Administrative support
- Event coordination
- Workflow optimization
- Professional communication
- Attention to detail
- Time management
- Multitasking ability
- Conflict resolution
- Computer skills
- Multi-line phone proficiency
- Self-starter
- Calendar management
ACHIEVEMENT HIGHLIGHTS
- Single-highhandedly managed workload of 20 employees
- Consistently achieved deliverables, while fulfilling multiple competing priorities
- Effectively trained phone representatives/consultants; mentored and supported team of 20
- Collaborated with senior management for decisions related to key products
- Achieved 99% customer satisfaction in high-pressure environments
Timeline
Administrative Assistant
Fleming College Student Administrative Council
08.2023 - 08.2025
Front Desk Assistant
Guardian Property Management
04.2022 - 08.2023
Administrative Assistant
Fleming College Student Administrative Council
02.2020 - 03.2021
<ul><li>Preparing charter quoting for single and multi-day charters; subsequently making the bookings. Maintaining a list of volume accounts; with daily requests, changes and new bookings. Booking weekly, monthly and yearly schedules.</li><li>Provided customer service for research and resolution of executive complaints</li><li>Worked with stringent deadlines; 10-15 cases per day</li><li>Effectively resolved customer issues; provided business solutions to achieve customer needs</li></ul>
Coach Canada/Trentway Wager
09.2018 - 11.2019
<ul><li>Organizing and preparing daily schedules for clients and PSW's. Handling multiple last minute changes and challenges due to changes in staffing.</li><li>Handle public and internal direct and in-direct client relations and assisting in resolving conflicts and problems. Completing bi-weekly time sheets and schedules for payroll.</li><li>Took responsibility for maintaining office premises and safely and soundly</li><li>Ensuring all staff member time sheets and schedules are filed promptly and on time</li><li>Help maintain the organization of office files and paperwork</li></ul>
VON Canada Ltd.
04.2018 - 09.2018
<ul><li>Preparing sales orders and estimates/quotes. Handling direct and indirect customer relations and assisting in resolving invoice problems.</li><li>Informing of changes in company policies and procedures as well as changes in operation and hazardous codes.</li><li>Took responsibility for maintaining office premises and safely and soundly</li><li>Ensured all staff members work orders set up properly</li><li>Help maintain the organization of office files and paperwork</li></ul>
Peterborough Glass & Windows Ltd.
01.2016 - 01.2017
<ul><li>Preparing sales orders and estimates and compiling periodic sales reports; assisting in resolving invoice problems and customer relations.</li><li>Informing location personnel of changes in company policies and procedures as well as changes in operation codes.</li><li>Took responsibility for maintaining office premises safely and soundly</li><li>Liaised with property agents/landlords regarding overall maintenance</li><li>Ensured all staff members work orders set up appropriately</li></ul>
Earl McNabb Appliance Repair
01.2010 - 01.2016
<ul><li>Effectively corresponded with executives to achieve satisfactory resolutions of issues within 24-72 hours.</li><li>Delivered client-focused decisions and exceptional service to challenging clients.</li><li>Provided customer service for research and resolution of executive complaints</li><li>Effectively resolved customer issues; provided business solutions to achieve customer needs</li><li>Worked with stringent deadlines; 15-20 cases per day</li></ul>
Global Tele Sales/Lufthansa
01.2003 - 01.2010
Teaching Assistant
05/2004
Child Psychology
10/1997
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