Beth Van Dyken has over six years of experience in customer service roles, including positions in call centers and mail rooms. She has a diploma in Medical Office Administration and experience resolving routine and escalated customer issues at several employers, including Manulife Financial, Community Housing and Assistance to Seniors, Toyota Credit Canada, and Beamscope. Beth has a track record of improving processes and customer service.

1. B e t h V a n D y k e n
INVESTIGATIVE CUSTOMER SERVICEREPRESENTATIVE
250 Country Hill Drive, Apt. 1049, Kitchener ON N2E3L9 519-954-8652 bethvandyken@rogers.com
PROFILE
Customer Care Specialistofferingover six years of customer serviceexpertise, includingextensivecall centre experience,
resolving routineand escalated customer issues.Excel atmanaging conflictingpriorities and meeting tight deadlines in fast-
paced environments. Operate effectively as a team member and independently.
Customer & Provider Contact | Call Centre | Research, Analysis& Issue Resolution| Case Tracking & Follow Up
Documentation/ Recordkeeping|Multi-Line Phones | Mail Room | Process Improvements | Vendor Relations
PROFESSIONAL EXPERTISE
Manulife Financial 5/2005–9/2014
Mailroom Processor (12/2005-9/2014)
Served multipledepartments, sortingand forwardingplan member payments, mailings and explanationsof benefits, as well as
dental claims fromadjudicators to prospectiveoffices.Acted as contactfor corporateoffices for misdirected claims and assisted
to investigateand resolveissues between claims adjudicatorsand customer servicerepresentatives. Carried out administrative
functions for Group Plan Member Information,preparingcorrespondence, assistingwith inquiries on claims,locatingpolicy
information on corporatedatabase and compiling daily activity and distribution reports.
 Improved customer service and reduced number of claims returned to plan membersfor missing information.
Developed system to track effectiveness in locatingcorrectpolicy information for plan members and created criteria for
returning claims to plan members.
 Increased accuracy of claim numbers corrected on plan member mail by producinga form to govern the process.
 Received the Rave Award in 2009 and 2014 for Team support.
Claims Processor, Medical Underwriting Life Insurance (5/2005-12/2005)
Handled distribution of claims for payment. Corresponded with physician offices and underwritingdepartment to collect
outstandingmedical evidence and physician statements necessary for policy underwriting.Conducted and documented follow-
up activities daily, updating underwritingdepartment on the status of medical evidence and clientapplications. Provided clerical
support, includingreportpreparation,data entry, faxing,filingand word processing.
Community Housing and Assistance to Seniors (CHATS) 11/2004 – 4/2005
Assistant to Volunteer Coordinator
Organized projects for mailings and special events.Processed volunteer applications and liaised with Regional Police,Media and
Ministry of Transportation to obtain background screeningreports on volunteer applicants.Coordinated volunteer training
sessions and provided volunteers with comprehensive agency information. Maintained records and volunteer database.
Toyota Credit Canada 2001 – 2003
Customer Service Representative
Supported Sales department as a liaison between Toyota auto dealerships and financingdepartment to resolveproblems.
Assisted customers in a high volume call centre, answering customer inquiries regarding leased and financed vehicles.
 Served as Customer Relations Consultant for escalated client issues.
Beamscope 1999 – 2001
Customer Service Representative
Answered vendor inquiries in a call centre, assisting vendors returningto warehouse as per promotions and contracts. Validated
customer concerns and located missing vendor shipments.
 Earned Customer Service Excellence Award for going above and beyond expectations for customers.
EDUCATION
Diploma, Medical Office Administration, CDI College, Ontario – 2004 |Women’s Studies, York University, Toronto, ON
COMMUNITY ACTIVITIES
Volunteer, Canadian Cancer Society|CrisisWork Hotline
Call Centre | Problem Resolution| Escalated Issues