Marcia Jeffrey is seeking a new role with leadership responsibilities and customer service activities. She has over 10 years of experience in customer service, administration, and case handling. Her most recent roles include serving as a Senior Customer Relations Representative at Loblaw and a New Business Case Coordinator at RBC Insurance. She believes her skills in problem solving, escalating issues, and relating to customer needs would make her an asset in any new role.

1. Resume of Marcia Jeffrey
Marcia Jeffrey
796 Buckingham Court
Mississauga Ontario, L5C 4M3
Tel: (416)579.8239
Email: marciavjeffrey@gmail.com
Attention Human Resources:
I am actively seeking a role with increasing responsibility and leadership in a demanding, fast-paced multi-tasking
environment. My current experiences have equipped me with a multitude of skills, and I would like to continue my growth
within your organization.
Throughout my career I have demonstrated for my employers an exceptional facility for meeting organizational objectives
and demands.
In addition to my customer service background and having served as a Case Coordinator at RBC; I am adept at case
handling techniques for escalated situations, acting as a liaison for both internal and external customers and believe I am
the right candidate for this role.
The skills that I have thus far built in my most recent roles have provided me the ability to identify situations requiring
immediate action and escalation, expand my problem solving capabilities, and increase my ability to relate to the customers’
needs. I am certain I would prove to be an asset in this role. I believe this will allow an opportunity to further develop my
experience within your organization and an opportunity to excel.
If my abilities meet your current requirements, I would greatly appreciate the opportunity of speaking with you personally at
your earliest convenience. Thank you for your time.
Sincerely,
Marcia Jeffrey
Enc.
1

2. Resume of Marcia Jeffrey
Marcia Jeffrey
796 Buckingham Court
Mississauga Ontario, L5C 4M3
Tel: (416)579.8239
Email marciavjeffrey@gmail.com
Objective:
To secure a permanent position where I can provide high quality administrative and customer service in
a fast pace environment and fully utilize my experiences and expand my knowledge base in customer
care.
Skills and Profile:
Combined experience in Customer Service & Relations, Client Care, Administration, Sales and Communications.
Strong computer knowledge; experience in Microsoft Word, Excel and Outlook. Good written and oral
communication. Hard working and organized. Great team player; with the ability to work well under pressure, with
minimal supervision and a positive attitude.
Education:
Business Administration Excelsior College
September 1990 – June 1992
High School Diploma Edith Dalton James High School
September 1986 - 1990
Additional Qualification & Training:
AS400 Training
HP Manager Service Software
SAP
Western Union Training
Ingenium Software
Seibel
2

3. Resume of Marcia Jeffrey
Professional History:
Senior Customer Relations Representative Loblaw Companies
Jan 2014-Jul 2014 (3 Months Contract extended)
• Resolve customer escalated issues through phone (inbound/outbound), email and letter correspondence in
a timely and efficient manner.
• Created and updated customer profile daily
• Providing help and advice to customers using organization’s products or services;
• Communicating courteously with customers by telephone, email and letter;
• Investigating and solving customers' problems, which may be complex or long-standing problems that have
been passed on by customer service assistants;
• Handling customer complaints or any major incidents or bad experiences
• Issuing refunds or compensation to customers when required
• Keeping accurate records of discussions or correspondence with customers
• Escalating customer case when required resolution is beyond my authority
New Business Case Coordinator RBC Insurance
September 2010 –October 2011 (1 Year Contract)
• Processing of New Business and pending applications
• Liaise with internal and external partners
• Perform follow-ups on outstanding and delivery requirements
• Order underwriting requirements as determined by the underwriter
• Handle basic underwriting questions on behalf of the underwriter
• Act as a liaison between the producer and the underwriter
• Relate underwriting processes and decisions
• Effective and timely management of block of business.
Customer Relation Specialist Whirlpool Canada LP
March 2008 –March 2009 Executive Management Team
• Resolve customer escalated issues through phone (inbound/outbound), email, face to face and letter
correspondence in a timely and efficient manner.
• Processed claims, replacements and refunds to customers in a timely and efficient manner.
• Track and updated customer orders daily, using SAP
• Responsible for maintaining great relations with our Trade Partners, Field Service Managers, Sales Managers
by addressing any issues or concerns.
• Responsible for processing safety, legal, property damage or personal injury claim inquiries
3

4. Resume of Marcia Jeffrey
• Preparing and providing damage reports and inquiries to legal and other departments as required.
• Responsible for responding to Executive Activity Plans, Product Exchange and Correspondence.
• Responsibility for providing exemplary customer service.
• Continue to assist the Service Team during peak volumes.
• Track 100% of calls and follow-up
Customer Service Representative Whirlpool Canada LP
March 2007 – March 2008 Inbound Call Centre
• Created and updated customer profile
• Review, organize and process product registrations
• Trouble shoot issues for customers
• Provided product information for Pre Buys
• Track and updated customer orders using SAP
• Provided warranty information and use and care guide to customers
• Assisted as Customer Relations Specialist (and promoted to role within 1 year)
• Designated as the Leader within the team
• Provided assistance and job shadowing with new hires
• Provided team support by shadowing and coaching
• Aided with product, process and policy knowledge within the team
• Designated for customer service, care and empathy presentation to customers service reps
Awarded best in class for providing highest level of quality customer service for 2007 and 2008
4