Customer Service Representative
Resume:
Dorin Holland
Calgary, AB T2R 0S8
Cell: 403-***-****
*****.*******@*****.***
SYSTEMS SUPPORT/ CUSTOMER SERVICE REPRESENTATIVE
Solid Client Service and Technical Problem Solving Abilities
Developed in Major Private and Public Sectors Organizations
Conceptual and analytical thinker, communicator and planner – sees the big picture
Very diligent and reliable - initiates and completes projects efficiently and on time
Perseverance – invariably meets challenging goals and deadlines
Conscientious and thorough, works quickly with meticulous attention to detail.
Flexible, adapts easily to change and demonstrates good time-management abilities
Demonstrates good interpersonal skills and builds supportive cross-functional alliances
Proficient with: MS Office suite, Windows 10, Word, Excel & Outlook, and
Skype screen sharing, Go To Assist, Remedy Ticketing System,
Insurance Applications, Utility applications, Oil and Gas Applications
PROFILE: Broad experience and education in business fundamentals (university level Business Administration Diploma) together with my strong interpersonal communications and information technology and customer service background has provided me with the ability to offer timely systems support, solve complex problems and liaise effectively with team members and external and internal stakeholders at every level. My almost ten years of practical experience has been developed in the Financial Services Industry, a Social Networking website service and a major Provincial Utility.
Career History
CO–OPERATORS INSURANCE AND FINANCIAL SERVICES, Calgary, AB
System Support /Customer Service Representative (2015 – Mar. 2017)
Provided application and technical assistance for insurance brokers across Canada. This included processing tickets though the Remedy Ticketing System through the telephone and email.
Delivered service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
Interacted with insurance brokers to provide and process information in response to inquiries, concerns, and requests workflows and/or system errors
Gathered insurance broker information and determined the issue by evaluating and analyzing the symptoms
Researched required information using available resources
Followed standard processes and procedures
Identified and escalated priority issues per Client specifications
Redirected problems to appropriate resource
Accurately processed and recorded call transactions using a computer and designated tracking software
Organized ideas and communicated oral messages appropriate to listeners and situations
Followed up and made scheduled call backs to insurance brokers where necessary
Stayed current with system information, changes and updates
NATIONS ALIVE, Calgary, AB
System Support/ Customer Service Representative (2014 – 2015)
Nations Alive is a connections website for individuals interested in finding and expanding business and community information in Indigenous circles. A number of business websites are hosted through Go Indigenous. This includes casinos, culture and history, golf, places to eat, places to stay, shopping, and tours and sightseeing. The site also advertises job listings and community events.
Extensively researched and developed websites for input through the backend of WordPress
Assisted in compiling marketing contacts and strategies through Nimble and Hootsuite to increase traffic to the website
Provided assistance and guidance to customers in inputting new business, job, and community listings
Assisted in creating the fundraising campaign for Indiegogo
Performed online troubleshooting for various bugs within the website
ALBERTA UTILITIES COMMISSION, Calgary, AB
System Support/ Customer Service Representative (2009 – 2014)
Provided application and technical assistance in addition to data management for AUC utility applications. This included processing internal and external requests by phone and email though the AUC ticketing system.
Supported Custom Business Systems – Provided full support and guidance to applicants and proceeding participants in order to support the active filing of regulatory documents. Also provided support and guidance to internal staff for IAR, EPS, and web applications
Supported Hearing Room System - Managed the display of exhibits at oral hearing sessions held in Calgary for presentation to the panel, staff, registered participants and interested parties. This included the use of the EPS briefcase, use of Creston audiovisual device, audio broadcaster, powering up of hardware, etc. Also provided assistance to hearing participants and court reporters for technical questions such as wireless Internet access
Tested Custom Business Systems - Executed user acceptance testing (UAT) for completed requests for change on the AUC’s custom business systems. Performed release acceptance testing (RAT) for all requests for change and most important tests (MITs) for each production release
Disseminated Information - Served customer requests received through the email account and telephone line for information not accessible through the AUC Website
Administered Digital Data Submission System – Created Company master system administrator accounts and managed passwords for business associate stakeholders
Provided Communications – Assisted with release communications including notable enhancements, internal and external release notes, outages, and release roll-out training
Education
Southern Alberta Institute of Technology – Land Administration Certificate – 2004 Mount Royal University – Business Administration Diploma – 1999
Additional Information & References on Request
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