Summary
Overview
Work History
Education
Skills
Accomplishments
Additional Information - References
Languages
Interests
Timeline
Hi, I’m

Nikki Proce

Operational Support Agent
Montreal,Canada
Nikki Proce

Summary

Diligent Customer Relation Representative offering over 20-year record in customer support and strong aptitude for working with little supervision in remote environments. Competent in listening to customer needs, meeting quality standards and staying current on product and service updates. Highly empathetic and supportive team player.

Professional with high standard of excellence in operational support, recognized for enhancing workflow efficiency and supporting team objectives. Adept at managing administrative duties, coordinating logistics, and ensuring smooth day-to-day operations. Known for effective team collaboration and adaptability, bringing strong organizational and multitasking skills to table.

Overview

32
years of professional experience

Work History

Air Transat

Operational Support Officer
02.2024 - Current

Job overview

  • Collaborated with cross-functional teams to drive process improvements and achieve greater efficiency in daily operations
  • Increased customer satisfaction by promptly addressing concerns and providing proactive solutions to common issues.
  • Reduced errors in reports and documentation by implementing a thorough quality control process.
  • Ensured compliance with industry regulations and company policies by conducting regular reviews of procedures and implementing necessary updates.
  • Streamlined document workflow processes resulting in reduced turnaround times for critical reports.
  • Collected, arranged, and input information into database system.

Air Canada Vacations

Accounts Payable Clerk
06.2022 - 02.2024

Job overview

  • Reviewed vendor invoices for appropriate documentation and validity prior to payment.
  • Prepared vendor invoices and processed incoming payments.
  • Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
  • Maintained good working relationships with vendors and resolved disputes.
  • Demonstrated adaptability during peak workload periods while maintaining high-quality results and meeting tight deadlines.
  • Reduced late payment penalties by closely monitoring due dates and managing timely payments.
  • Maintained accurate financial records by regularly reconciling accounts payable transactions.
  • Trained new team members on accounts payable processes, fostering a productive work environment.
  • Reviewed employee expense reports against company policies, safeguarding corporate funds from misuse.
  • Prepared comprehensive monthly reports detailing outstanding payables, providing valuable insights for decision-making processes.
  • Aided audit preparation efforts by maintaining organized records and promptly addressing auditor inquiries.
  • Ensured compliance with financial policies and regulations, regularly updated accounts payable procedures manual.
  • Generated invoices upon receipt of billing information and tracked collection progress.
  • Input financial data and produced reports using [Software].

Vacances Air Canada

Accounts Receivable Agent
08.2020 - 06.2022

Job overview

  • Collection: responsible to reconcile, collect and follow-up on all outstanding accounts
  • Establishing relationships with the Travel agents and other departments within the company
  • Analysis and reconciliation of accounts
  • Responsible for commission payout, over payments and other refunds as per prescribed deadline
  • Responsible in providing outstanding Customer Service to customers and agents
  • Control of the non-ticketed reporting order to assure ticket issuance (daily)
  • Coordinate, collect and organize all second deposits and final payments
  • Assist in reconciling files prior to ticket issuance and release of commission
  • Ensure that all bookings are guaranteed for deposit and final payment
  • Reconciling and balancing ASR reports expedited by the travel agency
  • (Weekly)
  • Responsible in verifying, validating, and making necessary adjustments on the monthly Sales Journal
  • Answer to Queries related to invoices for travel agents
  • Assist Superiors by suggesting improvements and new ideas in AR daily functions
  • Perform other tasks as assigned by immediate superior
  • Application of promos and issuance of commission where required
  • Assist in answering incoming accounting call center calls

Vacances Air Canada

Customer Service Representative
07.2019 - 08.2021

Job overview

  • Asked probing questions to determine service needs and accurately input information into electronic systems
  • Assessed customer needs and upsold products and services to maximize sales
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance
  • Uphold privacy and security requirements established by Canadian regulatory agencies
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor
  • Evaluated customer account information to assess current issues and determine potential solutions
  • Created and implemented process improvements to reduce workloads and bolster callback efficiency
  • Educated customers on special pricing opportunities and company offerings
  • Delivered service and support to each customer, paving way for future business opportunities
  • Reviewed account and service histories to identify trends and issues
  • Answered customer questions and addressed concerns, resulting reduction in complaint calls
  • Cultivated impactful relationships with customers and drove business development by delivering product knowledge
  • Fielded customer complaints and queries, fast-tracking them for problem resolution
  • Escalated customer concerns, store issues and inventory requirements to supervisors

Scotia Bank

Client Solutions Specialist
01.2017 - 07.2019

Job overview

  • Educated customers on suitable products and services depending on age, needs and inventories to increase sales
  • Built strong, professional relationships through identification of client needs, which increased overall sales and opportunities
  • Answered customers' questions and addressed problems and complaints in person and via phone
  • Analyzed sales performance and service feedback to drive organizational and operational changes resulting in greater profitability
  • Improved profitability and developed pipeline leveraging multiple marketing channels and sales strategies
  • Cultivated professional client relationships by asking appropriate questions, identifying needs and providing insightful information regarding products
  • Negotiated and closed deals with minimal oversight
  • Resolved customer issues and offered continual support throughout sales, delivery and processes
  • Cultivated long-term relationships with clients to accurately quote prices and terms that achieved customer objectives
  • Assisted customers during selection process and helped choose perfect products to meet individual needs
  • Executed updated marketing plans to increase branding exposure, customer traffic and sales
  • Communicated effectively with clientele to maintain customer satisfaction and loyalty
  • Met with branch managers to discuss product needs, accomplish sales goals and facilitate sales growth
  • Stayed on top of changes in company offerings and policies by remaining in frequent contact with service, inventory management and technical personnel
  • Cross-sold additional products and services to purchasing customers
  • Made recommendations to customers to promote brand effectiveness and product benefits

Scotia Bank

Financial Advisor
06.2013 - 01.2017

Job overview

  • Articulated value of various financial products, including stocks, bonds and mutual fund and educated clients on benefits of each
  • Exuded professional expertise and resourcefulness to gain trust and confidence of clients, and other professionals
  • Counseled clients on financial matters and provided recommendations on investment opportunities, products and services based on client needs and asset availability
  • Evaluated investment materials to develop financial recommendations, fulfill customer needs and predict favorable investments
  • Profiled and analyzed investment products to devise financial strategies, meeting client financial needs and forecasting opportunities with highest return on investments
  • Interviewed clients to assess income, expenses, insurance coverage, tax status, financial and investment goals, and risk tolerance to formulate and actualize strategic financial plans; currently administer client investment portfolio
  • Assisted clients with planning for and funding retirements using mutual funds and other strategies
  • Conducted due diligence and valuation activities to support informed business decisions
  • Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms
  • Leveraged customer service and consultative sales techniques to exceed sales benchmarks, resulting in increase over expected sales targets
  • Cultivated and expanded financial planning relationships with customers through loyal and dedicated service
  • Maintained knowledge of regulations, communicated with industry professionals, devised financial models, conducted sensitivity analyses and gathered financial reports to deliver superior service
  • Distributed information on accounts, insurance plans and diverse funds
  • Maintained secure meeting spaces to discuss privileged information with legal and advisory partners and spearhead due diligence activities
  • Consulted with clients to assess and meet short- and long-term financial goal
  • Counseled clients on profitable strategies to support informed decision-making on investments, financing and partner sourcing
  • Developed and deepened relationships with new and existing clients to advance progress and improve business
  • Kept abreast of financial impact of clients' life changes to meet needs and exploit new areas of growth
  • Explained advantages and disadvantages of available financial products to customers to maximize satisfaction
  • Promoted business to increase customer base and grow revenue

Caisse Canadianne Italienne

Financial Advisor
06.1993 - 04.2014

Job overview

  • Articulated value of various financial products, including stocks, bonds and mutual fund and educated clients on benefits of each
  • Counseled clients on financial matters and provided recommendations on investment opportunities, products and services based on client needs and asset availability
  • Evaluated investment materials to develop financial recommendations, fulfill customer needs and predict favorable investments
  • Profiled and analyzed investment products to devise financial strategies, meeting client financial needs and forecasting opportunities with highest return on investments
  • Interviewed clients to determine income, expenses, financial objectives and risk tolerance in order to develop successful financial plans
  • Assisted clients with planning for and funding retirements using mutual funds and other strategies
  • Hired and developed junior financial and support staff
  • Conducted due diligence and valuation activities to support informed business decisions
  • Answered clients' questions regarding details of financial plans and strategies and explained data in easy-to-understand terms
  • Maintained knowledge of regulations, communicated with industry professionals, devised financial models, conducted sensitivity analyses and gathered financial reports to deliver superior service
  • Maintained secure meeting spaces to discuss privileged information with legal and advisory partners and spearhead due diligence activities
  • Counseled clients on profitable strategies to support informed decision-making on investments, financing and partner sourcing
  • Developed and deepened relationships with new and existing clients to advance progress and improve business
  • Coordinated with local organizations to provide specialized support to diverse populations with unique needs
  • Took advantage of gaps in market and reached out to potential new clients
  • Identified client financial goals and risk tolerance to recommend financial products
  • Explained advantages and disadvantages of available financial products to customers to maximize satisfaction

Education

Mc Gill University
Montreal, QC

Certificate of Management Business Administration from Finance
09.1993

University Overview

Vanier College
Saint-Laurent, QC

Bachelor of Business Administration And Management from Finance
09.1987

University Overview

Skills

  • Credit card payment processing
  • Report generation
  • Report creation
  • Courteous demeanor
  • Problem-solving abilities
  • Senior leadership support
  • Quality control
  • Adaptive team player
  • Technologically savvy
  • Customer relations
  • High-energy attitude
  • Inbound and outbound calling
  • Business development understanding
  • Call center experience
  • Documentation management
  • Analysis and research
  • Expense reporting
  • SharePoint
  • Teamwork
  • Problem-solving
  • Time management
  • Attention to detail
  • Multitasking Abilities
  • Reliability
  • Adaptability and flexibility
  • Team building
  • Task prioritization
  • Continuous improvement
  • Professional demeanor

Accomplishments

Accomplishments
  • Sales - Consistently generated additional revenue through skilled sales techniques.
  • Customer Service - Researched, calmed and rapidly resolved client conflicts to prevent loss of key accounts.
  • Customer Assistance - Worked with company systems such as Live Support and diligently completed all assigned tasks, working overtime as needed.
  • Customer Interface - Greeted customers upon entrance and handled all cash and credit transactions. Assisted customers over the phone regarding store operations, product, promotions and orders.

Additional Information - References

Additional Information - References
Available upon request

Languages

English
Native or Bilingual
French
Native or Bilingual
Italian
Native or Bilingual

Interests

  • Sharing travel tips, recommendations, and insights with fellow enthusiasts
  • Enjoy creating and following travel blogs and vlogs
  • Train Travel

Timeline

Operational Support Officer
Air Transat
02.2024 - Current
Accounts Payable Clerk
Air Canada Vacations
06.2022 - 02.2024
Accounts Receivable Agent
Vacances Air Canada
08.2020 - 06.2022
Customer Service Representative
Vacances Air Canada
07.2019 - 08.2021
Client Solutions Specialist
Scotia Bank
01.2017 - 07.2019
Financial Advisor
Scotia Bank
06.2013 - 01.2017
Financial Advisor
Caisse Canadianne Italienne
06.1993 - 04.2014
Vanier College
Bachelor of Business Administration And Management from Finance
Mc Gill University
Certificate of Management Business Administration from Finance
Nikki ProceOperational Support Agent