Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Stacey Naphan

Peterborough,ON

Summary

Dynamic customer service professional with extensive experience at ServiceOntario, excelling in problem resolution and client relations. Proven track record in training teams and enhancing service delivery, ensuring compliance with regulations. Skilled in data entry and active listening, consistently achieving high customer satisfaction and operational efficiency.

Overview

23
23
years of professional experience

Work History

Customer Service Representative

ServiceOntario
02.2025 - Current
  • Provide front-line customer service to diverse clients, assisting with a wide range of transactions and inquiries related to the Ministry of Transportation (MTO), Ministry of Health, and Ministry of Natural Resources.
  • Process driver’s licences, vehicle permits, health cards, and outdoors cards with accuracy, ensuring compliance with provincial regulations and privacy standards.
  • Explain procedures, requirements, and legislation clearly to customers, resolving complex issues with professionalism and patience.
  • Review and verify documentation for authenticity and completeness, reducing errors and minimizing fraud risk.
  • Handle cash, debit, and credit transactions, balancing daily deposits with a high degree of accuracy.
  • Maintain up-to-date knowledge of multiple program areas, policies, and system changes to provide efficient and informed service.
  • Contribute to a positive team environment by supporting colleagues and sharing expertise across service areas

Manager

14504178 Canada Inc.
02.2023 - 08.2024
  • Supervise and lead a team of customer service representatives, ensuring delivery of high-quality services for the Ministry of Transportation, Health, and Natural Resources programs.
  • Oversee daily office operations, including scheduling, training, and performance management to maintain efficiency and excellent client service standards.
  • Ensure compliance with provincial policies, privacy legislation, and quality assurance requirements across all transactions, audits, and reporting.
  • Resolve escalated customer concerns with diplomacy, maintaining a client-focused approach while upholding regulatory requirements.
  • Monitor and manage cash handling procedures, daily balancing, and bank deposits to safeguard financial accuracy.
  • Train new staff on systems, processes, and best practices, fostering a supportive learning environment and continuous improvement.
  • Liaise with ministry representatives and vendors to coordinate updates, implement new initiatives, and ensure seamless service delivery.

Manager

Kevi Technologies Inc.
10.2021 - 02.2023
  • Supervise and lead a team of customer service representatives, ensuring delivery of high-quality services for the Ministry of Transportation, Health, and Natural Resources programs.
  • Oversee daily office operations, including scheduling, training, and performance management to maintain efficiency and excellent client service standards.
  • Ensure compliance with provincial policies, privacy legislation, and quality assurance requirements across all transactions, audits, and reporting.
  • Resolve escalated customer concerns with diplomacy, maintaining a client-focused approach while upholding regulatory requirements.
  • Monitor and manage cash handling procedures, daily balancing, and bank deposits to safeguard financial accuracy.
  • Train new staff on systems, processes, and best practices, fostering a supportive learning environment and continuous improvement.
  • Liaise with ministry representatives and vendors to coordinate updates, implement new initiatives, and ensure seamless service delivery.

Team Lead

Penningtons
06.2007 - 09.2014
  • Led team in achieving operational goals through effective communication and collaboration.
  • Coordinated daily tasks to ensure smooth workflow and adherence to company policies.
  • Trained new team members on procedures, enhancing overall productivity and efficiency.
  • Implemented process improvements that streamlined operations and reduced bottlenecks.

Teacher

St. Clement School
04.2006 - 09.2014
  • Developed engaging lesson plans aligned with curriculum standards.
  • Facilitated classroom discussions to enhance student learning and participation.
  • Implemented assessment strategies to evaluate student progress effectively.
  • Adapted teaching methods to accommodate diverse learning styles and needs.

Sales Associate

Taing Jewellers
08.2002 - 12.2008
  • Assisted customers in selecting high-quality jewellery through attentive service and product knowledge.
  • Processed transactions efficiently using point-of-sale systems, ensuring accuracy in cash handling.
  • Maintained an organized sales floor, enhancing customer experience through effective merchandising techniques.
  • Collaborated with team members to achieve monthly sales targets and improve overall store performance.

Education

High School Diploma -

St. Clement School
Ottawa
06.1997

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Problem resolution
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Customer relations
  • Relationship building
  • Complaint resolution
  • Payment processing
  • Client relations
  • Customer satisfaction measurement

Languages

English
Native or Bilingual
French
Professional Working

Timeline

Customer Service Representative

ServiceOntario
02.2025 - Current

Manager

14504178 Canada Inc.
02.2023 - 08.2024

Manager

Kevi Technologies Inc.
10.2021 - 02.2023

Team Lead

Penningtons
06.2007 - 09.2014

Teacher

St. Clement School
04.2006 - 09.2014

Sales Associate

Taing Jewellers
08.2002 - 12.2008

High School Diploma -

St. Clement School

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Stacey Naphan