SHADICE ALLEN
OSHAWA ,ON
Summary
Customer service representative with extensive industry experience and a strong focus on client satisfaction. Proven ability to establish rapport and foster relationships, contributing to business growth. Recognized for teamwork and maintaining a positive, results-driven approach. Committed to enhancing customer experiences and supporting organizational success.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Pathwise Credit Union
Oshawa, Canada
01.2025 - 06.2025
- Provide frontline customer support by assisting with daily banking needs, including deposits, withdrawals, transfers, and account inquiries.
- Process loan and mortgage payments, investment renewals, and bill payments with high accuracy.
- Offer product knowledge on credit union services, such as GICs, TFSAs, and RRSPs, tailored to individual member needs.
- Handle complaints and escalate complex issues while maintaining professionalism and confidentiality.
- Assist in resolving issues with online banking and mobile app services.
- Cross-sell financial products, and promote member retention through relationship-building strategies.
- Maintain member records and documentation under compliance standards and policies.
- Support branch operations by backing up other departments when needed.
Payroll and Administrative Assistant
P.H.A.S.E 1 Academy
, Remote
02.2022 - 02.2025
- Company Overview: Phase 1 Academy is an educational institution offering academic and developmental programs for children and teens.
- Coordinate schedules and meetings, improving team efficiency and communication.
- Managed correspondence and document preparation, enhancing organizational workflow.
- Implemented filing system improvements, resulting in faster document retrieval.
- Supported project management tasks, contributing to successful project completion.
- Streamlined administrative processes, leading to measurable productivity gains.
- Coordinated communication between departments, fostering a collaborative environment that led to smoother project execution and improved stakeholder satisfaction.
- Processed bi-weekly payroll, ensuring accuracy and timely payment for all staff.
- Maintained employee records and handled confidential HR documentation.
- Assisted with onboarding, scheduling, and internal communications.
- Provided general administrative support including data entry, document preparation, and calendar management.
- Collaborated with management to improve payroll procedures and administrative workflows.
- Phase 1 Academy is an educational institution offering academic and developmental programs for children and teens.
Customer Service Manager
Amazon.com via Ibex Global
Portmore, Jamaica
10.2017 - 11.2024
- Resolved customer inquiries effectively, enhancing satisfaction ratings and fostering long-term loyalty.
- Collaborated with team members to streamline communication processes, resulting in quicker issue resolution and improved service flow.
- Led customer service team, boosting satisfaction scores by 17% through process improvements.
- Implemented training programs, enhancing team efficiency and reducing response time by 12%.
- Resolved complex customer issues, achieving a 95% resolution rate and improving loyalty.
- Collaborated with cross-functional teams, streamlining operations and cutting costs by 8%.
- Analyzed feedback, driving policy changes that increased customer retention significantly.
- Oversaw a team of 15 agents, enhancing customer satisfaction scores by implementing targeted training initiatives.
- Facilitated regular feedback sessions, fostering a collaborative environment that improved team morale and retention.
Customer Service Representative
Conduent International Service
Portmore, Jamaica
01.2015 - 01.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Conducted regular follow-up calls with customers after resolving their issues.
- Answered customer inquiries via phone, email, and chat.
- Provided accurate information about products and services to customers.
Education
DIPLOMA ADMINISTRATIVE ASSISTANT -
Stony Hill H.E.A.R.T Academy
Kingston, Jamaica04.2015
HIGH SCHOOL DIPLOMA -
Bridgeport High School
Portmore, St.Catherine07.2011
Skills
- Microsoft Office Suite: Excel, Word, Outlook, PowerPoint
- Team management
- Coaching and mentoring
- Conflict resolution
- Live chat support
- Data entry and typing
- Multitasking and prioritization
- Attention to detail
- Adaptability and flexibility
- Decision making
- Problem solving
- Analytical thinking
- Customer engagement and advocacy
- Time management
- Quality assurance
- Process optimization
- Team player
Timeline
Customer Service Representative
Pathwise Credit Union
01.2025 - 06.2025
Payroll and Administrative Assistant
P.H.A.S.E 1 Academy
02.2022 - 02.2025
Customer Service Manager
Amazon.com via Ibex Global
10.2017 - 11.2024
Customer Service Representative
Conduent International Service
01.2015 - 01.2017
DIPLOMA ADMINISTRATIVE ASSISTANT -
Stony Hill H.E.A.R.T Academy
HIGH SCHOOL DIPLOMA -
Bridgeport High School
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