Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Shannon Giglio

Whitby,ON

Summary

Solutions-focused professional with over 23 years of experience in customer operations and administrative support. Proven ability to enhance customer experiences and facilitate transitions from manual to digital systems. Recognized for adaptability in fast-paced environments and strong initiative in process improvement. Demonstrates exceptional interpersonal skills and a strong work ethic, effectively mastering new challenges independently.

Overview

24
24
years of professional experience

Work History

Customer Relations / Client Services

Teranet Inc.
01.2001 - Current
  • I started at Teranet as a co-op student, where I was responsible for converting thousands of paper applications into digital format. That early work helped support the company’s transition to online systems.
  • After graduating from Seneca College’s Law Clerk program, I was hired full-time as a Customer Service Administrator. In that role, I supported new customers through onboarding, helped them complete forms, processed applications, and worked closely with other departments to make sure everything ran smoothly.
  • Over the years, I’ve been involved in nearly every aspect of the customer experience. I helped move our admin processes from paper to digital, collaborated with Sales and PSG to onboard new clients, and supported promotional offers to bring in new business.
  • I designed and shipped Getting Started Packages, guided customers through account setup, and helped reduce our onboarding time.
  • I’ve also been involved in outbound call programs to keep customers informed about changes and updates.
  • On the account side, I regularly handle user transfers, banking updates, reversals, and other account changes.
  • I ship physical tokens when requested and coordinate with different departments to make sure customer requests are completed accurately and on time.
  • I’ve worked closely with our Finance team to help manage outstanding balances, process refunds, and follow up with customers when needed.
  • I also support compliance efforts by working with the Law Society and the Ministry to manage customer access—whether it’s deactivating or restoring accounts based on status.
  • When service issues come up, I help manage incoming calls and work quickly to resolve concerns.
  • I’ve trained new staff, helped standardize our internal procedures, and contributed to programs aimed at improving customer engagement and retention.
  • Throughout my time at Teranet, I’ve focused on making things easier and more efficient—for both our customers and our internal teams.
  • Key Skills: Customer service and client support, New customer onboarding and training, Account and application management, Internal system and process knowledge, Collaboration with Finance, IT, Legal, and external partners, Regulatory and compliance coordination, Microsoft Office and internal CRM tools, Strong communication and problem-solving skills, Ability to handle complex and sensitive issues professionally.

Education

Diploma - Law Clerk Program

Seneca College

Ontario Secondary School Diploma -

Winston Churchill High School

Skills

  • Customer service and support
  • Problem solving and resolution
  • Collaboration and teamwork
  • Data entry and management
  • Customer engagement strategies
  • Effective communication skills
  • Relationship building and management
  • Telephone etiquette
  • Critical thinking abilities
  • Organization and time management
  • Client onboarding processes
  • Training and development
  • Account and application management
  • Internal systems knowledge
  • Regulatory compliance coordination

References

References available upon request.

Timeline

Customer Relations / Client Services

Teranet Inc.
01.2001 - Current

Diploma - Law Clerk Program

Seneca College

Ontario Secondary School Diploma -

Winston Churchill High School

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Shannon Giglio