Julie Kidd
ON
Summary
Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
24
24
years of professional experience
Work History
Customer Service Administrator
Linde/Medigas
12.2011 - Current
- Maintains a great working relationship with the Doctors, Nurses, Respiratory Therapist, Care coordinators, Occupation/Physiotherapist , Caregivers, PSW as well as patients and their families
- Assist clients with questions or concerns regarding products, policies, services, funding & mobility equipment
- Monitored phone queue, supported emails and retrieved inbound support faxes and mail
- Liaising with dispatch and the home service reps
- Handling of the HCCSS/LHIN and private billing process(invoicing and accounts receivable)
- Performed daily inventory counting and identified discrepancies
- Sorted and distributed incoming work orders to appropriate departments for confirmation of accuracy
- Coordinates/dispatching with 3rd party, company pick ups
- Recording accurate weekly meeting minutes.
Telesales Quality Control Analyst
Direct Energy
12.2008 - 01.2010
- Conducted daily and monthly audits on Telesales sales calls to resolve production issues, optimize productivity
- Implemented and performed weekly certifications with new energy sales advisors ensuring compliance on Direct Energy Policies
- Prepared weekly high-level quality reports for Senior Management
- Developed and executed proficient Telesales scripts, FAQ’s weekly to ensure efficiency on sales calls
- Generate reports which analyze and resolved issues relating to quality with Vendor
- Implemented new quality process for Telesales Vendors which increased productivity by 30.
Customer Experience Specialist
Direct Energy
12.2000 - 01.2008
- In charge of maintaining quality of the reports presented to senior leadership team
- Performed quality assurance audits ensuring data integrity for successful customer enrolments with continuous evaluation to optimize the results
- Complete a weekly audit of each utility, viewing contracts ensuring the customers information has been entered correctly
- Handling customer accounts trouble shooting system generated exceptions
- Managing the relationship between the company and a third-party vendor and maintaining a database for customer contracts delivered by the third party.
Education
Microsoft Excel 2003, Level 1&2 -
CTC Train Canada
Toronto, ON01.2010
Marketing Administration Courses -
Durham College
Oshawa, ON01.1996
Business Administration Diploma -
Durham College
Oshawa, ON01.1994
Skills
- Exceptional organizational & problem solving skills
- Excellent interpersonal, written & verbal communication skills as wells as amazing phone and email etiquette
- Ability to deal with multiple priorities in fast paced environment
- Proficient in Microsoft Office, Excel JD Edwards & Citrix
- Able to work efficiently either independently or as a part of a team
- Thrive in organization that constantly evolve & adapt
- Proven ability to work with all levels of management
- Team Leadership
Languages
English
Native or Bilingual
Timeline
Customer Service Administrator
Linde/Medigas
12.2011 - Current
Telesales Quality Control Analyst
Direct Energy
12.2008 - 01.2010
Customer Experience Specialist
Direct Energy
12.2000 - 01.2008
Microsoft Excel 2003, Level 1&2 -
CTC Train Canada
Marketing Administration Courses -
Durham College
Business Administration Diploma -
Durham College
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