Patricia Perez-Charity
Mississauga,ON
Summary
Proficient in conflict resolution and staff training, with over 20 years of experience in customer service. Skilled in problem-solving and multitasking, consistently enhancing customer satisfaction and team performance through effective communication and training initiatives.
Overview
27
27
years of professional experience
Work History
Customer Service Representative
City of Mississauga
Mississauga, ON
10.2005 - 02.2026
- Managed customer inquiries through phone, email, and in-person interactions.
- Resolved complaints by actively listening and providing appropriate solutions.
- Collaborated with team members to improve customer service processes and practices.
- Educated customers about city services, policies, and community events.
- Assisted in training new staff on customer service protocols and systems.
- Maintained a positive attitude while handling high volumes of customer requests.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Clerical Support Associate
Ontario Teachers Group
01.2001 - 10.2004
- Assisted in maintaining accurate filing systems for documents and records.
- Processed incoming correspondence and distributed materials to relevant departments.
- Handled customer inquiries and directed them to appropriate staff as needed.
- Maintained confidentiality of sensitive information while processing documents securely.
- Resolved customer complaints in a timely fashion.
- Performed data entry tasks with accuracy and speed.
- Directed clients and guests to correct departments, rooms, and staff members.
- Prepared shipping packages by printing packing labels and verifying orders.
- Organized filing systems for documents, records and other materials.
Pension Administrator
OMERS
07.1999 - 12.2001
- Processed member transactions including contributions and benefit payments.
- Maintained accurate records of member data using pension administration software.
- Assisted in the development of training materials for new staff members.
- Reviewed pension plan documents and performed calculations to ensure accuracy of retirement benefits.
Education
Some College (No Degree) - Anthropology
York University
TorontoSkills
- Complaint resolution
- Staff training
- Conflict resolution
- Active listening
- Problem solving
- Microsoft PowerPoint
- Multitasking and organization
- Complaint handling
- Staff education and training
- Call center operations
- Dispute resolution
- Task prioritization
- Data entry
References
References available upon request.
Timeline
Customer Service Representative
City of Mississauga
10.2005 - 02.2026
Clerical Support Associate
Ontario Teachers Group
01.2001 - 10.2004
Pension Administrator
OMERS
07.1999 - 12.2001
Some College (No Degree) - Anthropology
York University