Open to opportunities

Mary Lieb

@marylieb

Message

Bilingual client-focused customer service professional with strong sales, advocacy, and case management experience.

Canada

Message

What I'm looking for

I seek a client-focused role combining advocacy, case management, and customer service where I can use bilingual skills, sales experience, and reporting to improve client outcomes.

I am a bilingual (English/Spanish) customer-focused professional with over five years of experience across customer care, call centers, insurance, and social services. I combine strong sales performance with hands-on client advocacy to secure tangible outcomes for clients.

At Concentrix I handled 100+ inbound calls daily, supported arbitration teams with Excel reporting, verified accounts, and conducted outbound investigations related to safety, warranty, and recalls. I delivered clear written communication through emails, chats, and reports while collaborating virtually via Teams and Zoom.

In social service roles, I assisted clients in finding housing and community supports, wrote advocacy letters, prepared case reports, and supported referrals for ODSP, housing, and school supports. My volunteer crisis counselling and placements demonstrate my commitment to client wellbeing and vulnerable populations.

I hold an Honours B.A. in Social Science, a Social Service Worker diploma, and Microsoft Office certification. I bring proven sales results, administrative proficiency, and empathetic advocacy to roles that require both service excellence and measurable impact.

Experience

Work history, roles, and key accomplishments

Women’s Advocate

YWCA

Dec 2024 - Dec 2025 (1 year)

Assisted clients to secure housing and access community services, wrote advocacy letters, and prepared reports and case studies to support applications for ODSP, housing, and school supports.

Client Advocacy Case Management Report Writing ODSP Knowledge Spanish Crisis Support

Service Advisor II

Concentrix

Sep 2020 - Sep 2023 (3 years)

Handled 100+ inbound Nissan customer calls daily regarding warranties, service contract terminations and recalls, performed account verifications, created accounts, and produced Excel reports to support arbitration teams.

Customer Service Warranty Recall Support Verification Excel Call Center Operations Teams Spanish

Customer Service Representative

Goal Line Solutions

Jan 2013 - Dec 2014 (1 year 11 months)

Answered product and service inquiries, used Word/Excel/Outlook for client communication and clerical tasks, and exceeded sales objectives by 80% through consultative selling.

Customer Support Sales Microsoft Word Excel Outlook Multilingual Communication Pressure Handling

Customer Assistance Officer

RBC Insurance

Jan 2010 - Dec 2011 (1 year 11 months)

Contacted clients for appointments, managed client follow-ups using Quattro Pro database, supported quotes and claims, and served as initial point of contact for sales campaigns.

Quattro Pro Claims Follow Up Appointment Setting Insurance Sales Customer Retention

Customer Service Representative

Direct Energy Group

Jan 2008 - Dec 2009 (1 year 11 months)

Sold energy plans bilingually (English/Spanish), verified sales processes, and increased sales targets by over 75% and margins by 20% during the contract.

Bilingual Sales Spanish

Accounts Receivable / Sales

CBCL Outsourcing

Jan 2004 - Dec 2005 (1 year 11 months)

Managed collections and customer payment plans within policy limits, maintained workflow for ~200 clients, and increased sales by 85% over a three-month period.

Accounts Receivable Collections Sales Growth Client Management Phone Support