Customer Service Representative
Resume:
Ian Anthony Hanniford
Hamilton, Ontario L9A 0A1
Home: 905-***-****
Cell: 647. 982.6800
***********@*****.***
Please regard this as an application for the position of a Personal Lines Customer Service Representative.
With over twelve years of customer service experience I believe that I possess a unique mix of experience and skills that can definitely help your company in the critical customer service area. My ability to connect with people and understand their needs and expectations allows me to successfully manage and coach agents to be successful in their role. Experience, skills, and abilities that I can offer your company include:Twelve years of customer service experience, Excellent communication and conflict resolution skills, Ability to communicate and motivate staff in order to increase productivity; Excellent grasp of the one to one customer relationship management principles,Experience working effectively in a dynamic, multi-tasking environment.
I would like to put my drive, energy, and experience to work for your team. To help you discover a little about who I am and what I have accomplished, I have enclosed a brief resume. As you review it, I hope a central point stands out: I do excel when I am accountable for results managers and clients can see.
Words on paper do not replace face-to-face conversation; I would welcome a personal interview to discuss my qualifications in detail. I offer the necessary experience; dedication and personal qualities to serve as an excellent consultant in assisting your organization reach its objectives.
Thank you for your consideration. I look forward to our conversation.
Sincerely,
Ian Anthony Hanniford
Ian Anthony Hanniford
Encl.
Ian Anthony Hanniford
185 Lorenzo Dr.
Hamilton, Ontario L9A 0A1
Home: 905-***-**** Cell: 647-***-****
Profile
Professional and articulate team oriented individual with advanced computer literacy, communication and time management skills. Self-motivated and a deliverer of results in a timely and positive manner which results in the achievement of aligned goals. Competently assume responsibility, assess needs and establishes priority.
Highlights:
Keyboarding at 40+ wpm
Enjoy assisting and working with people (Public or as a part of a team)
Experience: Desjardins General Insurance Group Mississauga, Ontario
Personal and Casualty Insurance Agent January 2009 to October 2011
(In-Bound Call Center)
Servicing on-going client needs, advising on insurance matters, conduct needs assessment, recommending solutions, answering inquiries, conduct care calls and process renewalsProvides existing clients with excellent advice and strong client experience necessary to retain their business at renewal and sell additional productsSelling new policies/writing new business to existing or new clients, quoting new business through outbound call initiatives.Maintain professional demeanor when handling complaints, problem solving, and interpreting/resolving conflicts with clients and the general public. Problem solve with other employees regarding client policies and general advice. Contacting Underwriters and Adjusters to discuss guidelines and policyActively participate in training initiatives
Rogers Communication Brampton, Ontario
Customer Service Consultant (In Bound Call Center) March 2008 to November 2009
Handle Rogers Communication four lines of business; Cable Television, Rogers Home Phone
Rogers Internet and Rogers Wireless.Provide world class customer service when handling incoming callsListen to customers, analyze their needs and offer adapted solutionsTake appropriate action to efficiently resolve issues.Take accountability to solve issue from beginning to endMeet established productivity objectives.
Whirlpool Canada Mississauga, Ontario
Parts Representative (In Bound Call Center) November 2005 to March2008
Provide service to both clients and Authorized Dealers regarding their home appliances.Respond to incoming calls from Authorized Service Dealers in search of parts and prices.Provide technical service and support to Authorized Service Dealers regarding parts for appliances.Proactively research products and parts information in order to provide excellent service.Perform other related duties as assigned or required such as participation in the development
and implementation of department and team building.
City of Mississauga Mississauga, Ontario
Transportation & Works Department Transit Division May2005 to October 2005
Customer Service Representative (Contract position)
Provide current accurate and timely information to the public regarding route planning, scheduling, fares, reading city maps and providing correct directions, calculating time between bus connections, advise of policies and procedures over the telephone ( including TTY phone and email)Working with the customer service team, update and maintain information for all transit service changes.Provide backup for customer service representative stationed at central parkway when required.On occasion may be required to staff Mississauga Transit Booths for special events (i.e. mall display, community festivals, major service changes events at the city centre terminal etc.)
The Regional Municipality of Peel Brampton, Ontario
Customer Service Representative (In Bound Call Center) October 2002 to May 2005
Provide frontline contacts for the residents of Peel regarding Waste,
Water, Roads and Sewer.Respond to incoming calls from the general public and communicating.
issues with other Regional employees using two-way radio system.Receive and maintain accurate records of all inquiries by preparing reports.Surveying residents for quality of service provided.
EDS Canada Inc. Mississauga, Ontario
Customer Service Representative/ Team Lead January 2001 to August 2002
(In Bound Call Center)
Duties performed in call center
Dealing with irate calls and defusing difficult situations.Review previous daily reports e.g. CRT, login & logouts, attendance/ schedule adherence and punctuality.Manage and maintain accounts as well as send out titles for customer vehicles.Provide service in a customer friendly manner while responding to
customers and dealer inquiries regarding services.Assist CSR’s with questions and concerns in regards to customers account with Chrysler Financial.Consistent call monitoring and feedback, agent coaching and team motivation.Resolve escalated and / or complex customer service issues in a timely and professional manner.
Education: RIBO certified September 2012 to present
Train Soft Career Training & Consulting
Certified Internet & e-commerce Developer
A+ and Net + Certified
Mississauga, OntarioJava Script, HTML, Front Page Dream Weaver November 2001 to February 2002
Hardware and Software trouble shooting
TCP/IP Utilities
Ryerson Polytechnic University Toronto, Ontario
Social Work September 1996 to June 2000
Turner Fenton Secondary School Brampton, Ontario
Diploma and sports medal September 1990 to June 1995
References Available Upon Request
Contact this candidate