SELA PREDAN

Address: ** ******* **** ** ******* AB T3L 3C2

Cell Phone #: 403-***-****

Email: wp8lmd@r.postjobfree.com

Experience:

ENMAX:

Quality Assurance Representative

* ***** (May 5TH 2008 – April 22nd 2012, Calgary)

Accomplishments

-Creation of Quality call centre document

-Development of Paperless course curriculum

-Subject Matter Expert with SAP initiatives

- Supporting, developing, and documenting quality practices in the complex utility industry for fast pace call centre environment

- Provide personal coaching and development in fast pace call centre environment

- Answer inquiries, resolve problems, promote and sell products/services

- Certified SAP trainer, knowledge with CRM, ISU, IC-Web

- Quality Assurance; monitoring calls for quality assurance and assisting customer service agents with business best practices.

- Documentation of the Quality Program – redesign the training piece for the Quality roll out

- Assisting other departments for support and resolve complex issues – Training Department, Collections, Learning and Knowledge Management, Billing areas, and Payment Arrangements

- Provided Coaching Feedback via coaching sessions and written evaluations

- Attended Leadership programs to promote business best practices

- Promote Enmax’s products and services through identifying customer needs

- Process customer requests for new services, changes in service, specialty services

- Answer and investigate customer questions and billing concerns - Provide professional and knowledgeable service while delivering an exceptional customer experience - Establish strong customer relations with both internal and external customers

- SAP billing System knowledge

- Support New Hires with training on company policy, procedures, process, and guidelines

- Assess training requirements per individual customer service representatives

- Conduct training Huddles with in a call centre environment

Shaw-Direct:

Customer Service Representative

August 17 2009 – Dec .13 2009 (Calgary)

- Sales on new products, promotions, and up sales initiatives

- Answered billing Inquiries, set up accounts

- Promoted products such as channel selections and bundles

- Promote Shaw’s products and services through identifying customer needs and/or provide knowledgeable technical support and troubleshooting guidance pertaining to network, Internet, cable, digital phone, and computer issues

- Deliver exceptional customer experience while staying within our support scope guidelines

- Educate customers in realizing the full benefit of their Shaw products and services

- Look for opportunities to improve our business and elevate customer experiences

- Establish strong customer relations and seek out opportunities for additional sales with new and existing customers

- Generate revenue by achieving monthly sales targets

- Work as a team to ensure departmental and individual goals are met on a daily basis

- Employ time management and multi-tasking skills to maintain high service levels

- Thoroughly document customer interactions and escalate potential service issues

- Identify opportunities to improve customer service levels

- Support calls from other Customer Care groups as needed

- Various other duties as needed

Catch Restaurant:

Hostess

October 22nd – Dec. 20th 2008

- Make sure all menus are wiped down, free of spots or stains, and complete.

- Make sure entry doors are clean, free of debris and inviting.

- Check with phone reservationists, or answering machine messages to assure you have all reservations.

- Check with manager to assure there are no large or private parties you do not know about.

- Check with kitchen to see where they stand. See if they are behind or if they are out of anything.

- Plan out the seating chart and organize the reservations (planning is everything when running an effective host stand).

- Greets guests, escorts them to their table, pull seat out for the ladies, and present menus.

- Make sure the server is aware they have been sat.

- Keep the counts for individual server so things come out fair at the end of the night

- Keep in constant contact with the servers and the kitchen to make sure you are not putting them in the weeds. A hostess job description does not include running a smooth shift, but it does separate the good from the great. A large part of the night’s effectiveness is orchestrated from the host stand.

- Keep an eye out that the dining room, entryway, bathrooms, and menus are kept clean throughout operations.

- Say good-bye to all of the guests. Check to see that everything was wonderful. Not only is the host or hostess the first impression the guest gets when they come to an establishment they are also the last. You should check with every guest and if there was any kind of problem quickly get a manager.

Accenture Utilities BPO Services:

Customer Service Representative

October 30th 2006 – May 4th 2008

- Customer Care (customer moves, billing inquiries, credit and collection calls)

- General Enquiries (utility energy use, cost of energy, cost of energy for appliances, marketing campaigns)

- Trouble Call Handling (power outage calls and emergency electric calls)

- Answer billing Inquiries

- Created Accounts for utility services

- Assisted in Collections: Payment Arrangements

- Assisted in Quality: call review and evaluations

- Trained in Banner Billing System

Other Qualifications:

- Volunteer at Alpha House (January 2012 – Present)

- Energetic Personality

- Over 7 years of Customer Service

- Knowledge in Microsoft, SAP, Banner, and IC Web billing System

EDUCATION:

- Sprott-Shaw Community College Coquitlam B.C

Legal Secretary Diploma

- Justice Institute of British Columbia New Westminster, B.C

Bailiff Training Certificate

- Douglas College Coquitlam, B.C

General Studies

- Riverside High school Port Coquitlam, B.C

High school Diploma

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