# Customer Operations Associate

Location[Canada](https://jobicy.com/resume-region/canada.md)Rate, USD Not specifiedWork schedule Full Time, Links Language skills EnglishAvailable for Hire Yes [Hire me](#resume-dialog)

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## About me

I am a customer operations and customer support professional with more than 6 years of experience helping customers across insurance, transportation, and retail environments. I have built my career around resolving inquiries, managing service requests, coordinating claims and case workflows, and supporting account needs with accuracy and professionalism.

I am known for handling high-volume workloads calmly while maintaining strong customer trust. My experience includes omnichannel support, escalation resolution, issue triage, service recovery, and documentation accuracy, all of which help me deliver timely and effective service.

In my current role, I manage active customer cases, communicate with customers and internal stakeholders, and ensure follow-up tasks are completed on time. I also prepare reports, maintain records, and analyze recurring issues to identify opportunities for process improvement.

Previously, I supported front-store operations in a busy retail environment, where I handled customer concerns, trained team members, and contributed to customer satisfaction and workflow efficiency. I also worked in account management, where I served as a main point of contact for customer needs and service coordination.

I bring strong communication skills, cross-functional collaboration, and a customer-first mindset to every role. I am comfortable working with Google Workspace, Microsoft Office, Excel reporting, and workflow management systems to support operational excellence.

I am especially aligned with customer operations roles that require KPI awareness, quality-focused service, and careful handling of escalations and complex customer issues. I value building positive relationships, improving processes, and delivering reliable support that contributes to customer retention and business success.

## Professional area

### [Customer Support](https://jobicy.com/resume-category/supporting.md)[Management & Operations](https://jobicy.com/resume-category/management.md)

## Skills

### [Account Management](https://jobicy.com/resume-skill/account-management.md)[Conflict Resolution](https://jobicy.com/resume-skill/conflict-resolution.md)[Customer Retention](https://jobicy.com/resume-skill/customer-retention.md)[Customer Service](https://jobicy.com/resume-skill/customer-service.md)[Customer Support](https://jobicy.com/resume-skill/customer-support.md)[Data Entry](https://jobicy.com/resume-skill/data-entry.md)[Google Workspace](https://jobicy.com/resume-skill/google-workspace.md)[Phone Support](https://jobicy.com/resume-skill/phone-support.md)[Problem Solving](https://jobicy.com/resume-skill/problem-solving.md)[Process Improvement](https://jobicy.com/resume-skill/process-improvement.md)[Quality Assurance](https://jobicy.com/resume-skill/quality-assurance.md)[Relationship Management](https://jobicy.com/resume-skill/relationship-management.md)[Reporting](https://jobicy.com/resume-skill/reporting.md)[Time Management](https://jobicy.com/resume-skill/time-management.md)

## Education

Apr 2019 - Apr 2021  Business Administration Diploma  @  St. Lawrence College

## Experience

Dec 2025 - Present  Claims Operations Coordinator | Customer Care & Service Coordination  @  The Peak Group of Companies

Manage 30-40 active customer cases simultaneously, ensuring accurate follow-up, timely resolution, and professional service. Serve as a primary contact for customers, contractors, insurance providers, and internal teams through phone and email. Investigate customer concerns, service discrepancies, pending requirements, and escalations; coordinate corrective actions. Maintain accurate records of customer interactions, approvals, service updates, documentation, and case activity. Monitor escalations, approvals, pending activities, and follow-up tasks. Prepare operational reports, service summaries, correspondence, and status updates. Analyze recurring issues, customer patterns, and workflow delays to identify service trends and opportunities for process improvement. Support customer retention by managing expectations and resolving concerns.

Oct 2021 - Nov 2025  Assistant Front Store Manager | Customer Service & Sales Support Operations  @  Shoppers Drug Mart

Delivered prompt, professional service to 100+ customers daily while supporting customer satisfaction, product inquiries, and store sales objectives. Responded to customer inquiries, concerns, and complaints in person and by phone. Managed multiple priorities including customer requests, phone inquiries, front-end operations, reporting tasks, and team coordination. Built and maintained strong customer relationships through personalized service and follow-up. Maintained operational records, transaction details, reconciliation documents, and reports. Trained and mentored team members on communication standards, customer engagement practices, and operational procedures. Supported initiatives focused on improving productivity, customer satisfaction, workflow efficiency, and overall service delivery.

Jul 2019 - Dec 2021  Account Manager | Customer Care & Inside Sales Support  @  Minimax Express Transportation

Managed customer accounts as the main point of contact for inquiries, order-related concerns, delivery updates, service requests, and account support needs. Built long-term customer relationships through proactive communication, timely follow-up, responsiveness, and personalized service. Identified client needs, service gaps, recurring issues, and account patterns; collaborated with internal teams to resolve concerns and improve outcomes. Coordinated among customers, operations teams, and service providers to support order execution, delivery updates, issue resolution, and customer satisfaction. Maintained customer profiles, account documentation, service records, and activity notes. Prepared account summaries, reports, status updates, and correspondence. Strengthened customer retention and account satisfaction through proactive follow-up, relationship management, and timely issue resolution.

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