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
Whitehorse, YT
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
Calgary, AB
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