snook.ca

 

Resume of Michelle Snook

Contact: michelle at snook dot ca

Objective: To obtain a full-time permanent position working in an office environment, utilizing my ability to work as a team member and contribute to support, management and business development.

Summary of Qualifications: Over 12 years of experience in all avenues of customer service including writing and implementing a new training manual and evaluation procedures, expertise in editing and formatting documents, and progressive management experience.

Education:

Experience:

June 2001-Present
MARKS & CLERK
Patent Assistant/Copy Typist/Receptionist

Responsibilities include: Correcting text for readability, precision and conformity to Canadian Patent Office standards; typing from handwritten notes and voice recordings; composing routine correspondence; assisting Patent agents in meeting filing deadlines; maintaining a filing system of official deadlines; producing quality work within short time frames; proofreading; answering a multi-line phone system; handling incoming and outgoing mail; greeting clients in a friendly, professional manner and all other receptionist duties as required.

Jan 2001- April 2001
I4DESIGN INC.
Proposal Writer

Responsibilities include: Writing and editing business proposals and RFP's; continually building business writing skills; budgeting resources; promoting the company's objectives; and ensuring consistency of content and terminology. Also, responsible for maintaining database information and tracking projects through an internal tracking system.

October 1999 to Jan 19, 2001
COMPAQ CANADA CORP, (ADECCO CONTRACTOR)
Call Observation Specialist COMPAQ Customer Services

Responsibilities include: Generating information for the purpose of isolating the strengths and weaknesses in service delivery; actively promote and participate in Quality Improvement; observe live and recorded calls of the Help Desk technicians; analysis of the technician's communication and interpersonal skills, professionalism, and problem-solving techniques; create and maintain written summaries of technician's performance using Agent Evaluator software; promote continuous improvement of skills; maintain a tracking log to ensure that each Support Specialist is the subject of a Call Observation Report; work with Team Leaders and Managers to do requests for additional audits; produce weekly reports; monitor various service standards as requested i.e. Hold times, Hardware Survey. Personally responsible for editing and formatting the reports created by the department. Independently created a new training manual that was adopted and implemented within the call center.

May 31, 1999 to October 18, 1999
GILMORE GLOBAL LOGISTICS
Client Services Support Assistant Project Manager

Responsibilities include: Learning all of the accounts that the customer service department handled; coordinated and managed accounts during periods of holidays and illness; expected to change roles as required and often at a moments notice; developed the ability to handle many tasks simultaneously; responsible for many specialized projects and maintained databases on an ongoing basis.

February 16, 1998 to May 31, 1999
GILMORE GLOBAL LOGISTICS
Customer Service Representative.

Responsibilities include: Maintaining several client accounts; updated and created Access databases that were relevant to the assigned accounts; processed and ensured that all orders were fulfilled in a timely manner; worked with supervisors to ensure that all the needs of the clients were met, including file management and customer service concerns; answered all phone and email questions in an efficient manner; and responsible for all issues relating to billing procedures of clients. Learned essential software packages such as Traverse and Securkey.

Skills: