VANESSA WILSON
Prince Albert,Canada
Summary
Seeking a Legal Assistant position to contribute my passion for law and justice while leveraging my legal education and interpersonal skills to provide meaningful support and deliver immediate value to your team.
Overview
12
12
years of professional experience
Work History
Customer Service Representative/ROSN Agent
Elections Ontario
03.2022 - Current
- Handles calls and emails while navigating through internal systems (such as eoPedia) to provide support to returning officers before and during the election
- Navigates through various different computer programs to provide information to customers
- Providing light technical support to customers to assist them with their internal programs, and help them navigate through their assignments/tasks/programs, etc
- Thrives within a team environment to meet SLA’s and provide proficient customer service
- Proficient in navigating computer systems, such as Excel, Outlook, Icebar, and various other systems
- Provides assistance to other team members in training, while managing day-to-day tasks simultaneously
Customer-service-representative
Elections Ontario
03.2022 - 08.2023
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Representative
Ontario Cannabis Store
03.2021 - 10.2021
- Duties included proficient customer service, navigating inbound computer systems including Salesforce, Excel, Microsoft Word, and various other inbound systems to manage day to day tasks
- Excellent multitasking, soft skills, time management, and organization
- Excelled in a fast-paced, high-performance roll, including different platforms such as chats, emails, and calls each day
- Met weekly targets and provided assistance with backlogs of emails and other tasks, demonstrating ability to work under pressure and meet deadlines
- Received recognition for always being ready for a call by wrapping up calls and cases efficiently and quickly
- Handled at least27 calls per day, often higher volumes of calls depending on new products being released, etc
- Provided technical support regarding troubleshooting devices, browsers, website, navigation, mobile phones, platforms/catalogues used by retail stores, etc
- Handled Wholesale (retail stores) and regular customer calls, multitasking through different systems for each type of contact, and provided troubleshooting for systems and platforms used by retail stores, differing from regular customer calls daily
- Received recognition for handling the highest volume of emails in one day (around150)
- Provided information regarding new products, resolved billing issues, assisted customers with navigating the website as well as catalogues, and how to place orders or order inventory for stores
- Demonstrated a keen attention to detail and time management
Outbound Sales Representative
Ontario Green Services
11.2020 - 12.2020
- Managed200-300 calls per day
- Surpassed sales quotas daily
- Provided customer service and demonstrated soft skills
- Accomplished many bonuses from regularly achieving sales quotas and providing excellent customer service
- Demonstrated proficient phone etiquette, conflict resolution, negotiation, and problemsolving skills
- Operated excel and navigated additional Microsoft Suite functions daily
Call Centre Representative
IGT/OLG
04.2017 - 10.2017
- Call Centre Representative
- Customer Service/Technical support-based role
- Duties included inbound phone calls, emails, chat, managing a separate platform from the main online casino (Poker/Bingo network), troubleshooting software issues, game investigations, troubleshooting Windows10 and Mac computer-based issues such as updating browser settings and flash player
- Handled a large volume of calls each day, providing proficient customer service and technical support
- Demonstrated proficient knowledge of the OLG website, Windows10 features including Excel, Word, etc.; Macintosh features including troubleshooting basic software issues, downloading and installing new software pertaining to new OLG features, and also demonstrated knowledge of the new OLG mobile app for iPhone and Android
Member Service Specialist
Shomi Member Services
02.2016 - 11.2016
- Member Service Specialist
- Tech support/Customer service-based role
- Duties included proficient knowledge in navigating current and modern devices; including Windows Vista-Windows10, Mac OSX10.8 and later, major consoles including PS4 and Apple TVs (generation2 and later), Wi-Fi routers and settings, fast typing skills, social media knowledge, proficient customer service, and saving cancellations
- Demonstrated proficient typing skills (80 wpm), tech support knowledge and excellent customer service
- Achieved top20% position within first month of working
Inbound Sales rep for Rogers Wireless/mobile Phone Campaign
Gemma Communications (Rogers Wireless Campaign)
09.2016 - 11.2016
- Inbound Sales rep for Rogers Wireless/mobile Phone Campaign
- Sales/customer service duties
- Sold Rogers cell phones, duties included extensively knowing and navigating Rogers Website, proficient customer service and sales background, and proficiently knowing and navigating the inbound call centre programs via computer
- Provided excellent customer service, achieved and surpassed daily sales quotas
- Navigated phones with duties including warm transfers, upselling customers and customer service
Outbound Sales Position
Ontario Consumers Home Services
01.2015 - 03.2015
- Sold HVAC equipment via telephone cold calling
- Averaged over300 calls per day in outbound sales
- Promoted to inbound call centre
- Averaged10-20 customer service calls a day in inbound calls
- Customer Service
- Light clerical work; typing, printing, emailing, filling out information over online government program
Telemarketing
Toronto Weedman
03.2014 - 08.2014
- Telemarketing
- Provided excellent customer service throughout the length of the position
- Averaged around300 calls per day
- Recorded sales and customer info, paying very close attention to detail
Internship position
Niren and Associates
12.2013 - 03.2014
- Internship position
- Assisted with clients, providing some customer service
- Filing, faxing, organizing files and photocopying, as well as simple summaries/letters
- General Office Duties
- Attended Court to serve and file documents
- Called Clients and Immigration offices dealing with customer service or seeking more information
- Light clerical work
Rebooker
Nutrafarms
06.2013 - 08.2013
- Rebooker (Rebooked appointments with clients)
- Rebooked appointments via telephone
- General office duties
- Customer service/sales
Education
Diploma - Legal Assistant
Trios College
None02-2025
Skills
- Completed a course in Introductory to Computer Science
- Proficient in working with and installing computer hardware and software
- Proficient in Microsoft Suite2003-2019
- Experienced and proficient phone and customer service skills
- Proficient oral and written communication skills
- Excellent multitasking and organizational skills
Languages
English
Native or Bilingual
Timeline
Customer Service Representative/ROSN Agent
Elections Ontario
03.2022 - Current
Customer-service-representative
Elections Ontario
03.2022 - 08.2023
Customer Service Representative
Ontario Cannabis Store
03.2021 - 10.2021
Outbound Sales Representative
Ontario Green Services
11.2020 - 12.2020
Call Centre Representative
IGT/OLG
04.2017 - 10.2017
Inbound Sales rep for Rogers Wireless/mobile Phone Campaign
Gemma Communications (Rogers Wireless Campaign)
09.2016 - 11.2016
Member Service Specialist
Shomi Member Services
02.2016 - 11.2016
Outbound Sales Position
Ontario Consumers Home Services
01.2015 - 03.2015
Telemarketing
Toronto Weedman
03.2014 - 08.2014
Internship position
Niren and Associates
12.2013 - 03.2014
Rebooker
Nutrafarms
06.2013 - 08.2013
Diploma - Legal Assistant
Trios College
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