Tanya Fradette
Whitehorse,YT
Summary
Highly organized Client Service Representative possesses strong communication, problem-solving, and multitasking skills. Skilled in building strong relationships with clients and providing quality service.
Overview
14
14
years of professional experience
Work History
Client Service Specialist
Yukon Government
12.2022 - Current
- Help a large volume of clients every day with a positive attitude and focus on client satisfaction.
- Help managing service requests from initial triage to resolution
- Follow up with team members and clients on active tickets
- Utilize active listening skills to identify client needs.
- Responding to client phone calls and emails to answer questions and inquiries about Service desk tickets.
- Provide first level troubleshooting advice to assist clients with technical issues.
- Maintain high accuracy in repetitive tasks
- Assisting with Bell account information to help keep the Bell portal accurate and up to date for all government cell phone accounts
- Greet clients coming into the department with a friendly smile and help assist them
- Assist with training new team members on best practices in client services, processes, and general inquiries.
Client Service Representative
Groupsource LP
08.2022 - 12.2022
- Handled client inquiries and suggestions courteously and professionally.
- Actively listened to clients, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of client calls with minimal wait times
- Updated account information to maintain client records.
- Participated in team meetings and training sessions to stay informed about insurance updates and benefit changes.
- Educated clients on company resources, form completion, and access to services.
- Met client call guidelines for service levels, handle time and productivity.
- Investigated and resolved client inquiries and complaints quickly.
- Utilized excellent analytical and problem-solving skills to quickly and accurately assess insurance claims.
- Responded to client inquiries, providing detailed explanations of insurance policies and claims processes.
- Maintained confidentiality of patient finances, records, and health statuses.
- Verified client information by analyzing existing evidence on file.
- Generated, posted and attached information to claim files.
Senior Software Trainer
PBS Financial Systems
04.2014 - 08.2022
- Helped clients with setting up software settings before initial implementation of software system.
- Listened to users, communicated training and translated technical information into easily understood terms.
- Prepared and delivered instructor-led training sessions for virtual product suite.
- Trained and mentored new software trainers.
- Travel to help train clients onsite for initial implementation of software
- Coordinated training schedules with dealership management, project managers and training team members to optimize training initiatives and work-flow management
- Attended weekly Software meetings to discuss client requests to help improve day to day operations
- Utilized ticketing system to keep track of all client training progress and software requests
- Attend monthly Release meetings to keep up to date on changes and new features in software.
- Communicated with dealership staff and colleagues to process data quickly and resolve discrepancies.
- Experience troubleshooting software issues and needs with clients
- Ran weekly system reports to update clients on completed software setups and advise on missing information needed
Accounts Payable Clerk
Southgate Chevrolet
08.2013 - 04.2014
- Prepared vendor invoices and processed incoming payments.
- Completed daily and monthly cheque runs
- Investigated daily variances and corrected errors to resolve discrepancies.
- Generated and submitted invoices based upon established accounts receivable schedules and terms.
- Reconciled processed work by verifying entries and comparing system reports to balance numbers.
- Balanced dealership tills and investigated discrepancies
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Assisted in month-end closing procedures, ensuring all invoices were processed on time to reflect accurate financial statements.
- Collaborated with other departments to resolve discrepancies in invoices or purchase orders, promoting smooth business operations.
- Trained new team members on accounts payable processes, fostering a productive work environment.
- Provided weekly receivables reports to department managers
Client Service Representative
Southgate Chevrolet
08.2010 - 08.2013
- Answered client telephone calls promptly to avoid on-hold wait times.
- Scheduled Service Appointments and contacted customers for Service Reminders
- Followed up with clients on previous service visits and followed up on client concerns with Managers and Advisors
- Created internal Repair Orders for detail work for detail department.
- Liaised between Service Manager and service team by greeting clients and answering calls to promote smooth transition of service functions.
- Handled client complaints promptly with genuine concern and according to company guidelines to maintain organizational safety, welfare and integrity.
- Printed repair orders, bills and itemized lists to show amount due and collected from customer in cash, cheque or authorized charge account.
- Recorded amounts received and prepared cash reports of daily transactions to verify against cash-on-hand.
Education
High School Diploma -
William E Hay Composite High School
Stettler, AB2008
Skills
- Attention to Detail
- Microsoft Office
- Data Entry
- Verbal and Written Communication
- Problem Solving
- Documentation and Recordkeeping
- Collaborative Team Player
- Decision Making
- Client Retention
- Client Service and Support
- Helpdesk Call Support
- Issue and Resolution Tracking
- Client onboarding
- Inter-Department Collaboration
Timeline
Client Service Specialist
Yukon Government
12.2022 - Current
Client Service Representative
Groupsource LP
08.2022 - 12.2022
Senior Software Trainer
PBS Financial Systems
04.2014 - 08.2022
Accounts Payable Clerk
Southgate Chevrolet
08.2013 - 04.2014
Client Service Representative
Southgate Chevrolet
08.2010 - 08.2013
High School Diploma -
William E Hay Composite High School
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