Customer Service Representative

Pam Lowndes

Phone: 306-***-****

*** **** ****** ****, *********, S7N 0G4

Email: ********@****.**

Objective: To find a position that takes advantage of my strengths, where my skills and knowledge will be an asset in providing superior customer service. Highlights of Qualifications

17+ years experience in a high volume call/contact center 20+ years of customer service experience

25 + years of computer experience with various computer applications and software, including microsoft office

Administrative Team, Technical Services Delivery Group, Shaw Cable 2014 to April 2017

● Continued to administer the loyalty program until its end in 2016

● Auditing various company processes, personally recovering over $300,000.00 in one month alone

● Administering the Friend referral program

● Received, sorted and distributed mail, as well as sending out mail

● Satellite service call audit, calling customers to confirm their install date, updating work orders and records accordingly

● Unreturned hardware audit, checking closed accounts for unreturned equipment that has not been charged and charging for the equipment

● Customer Forgotten Refund project

● High volume order entry, as required

Ecare Representative, Shaw Cable

2011 to 2014

● supported customers via email and chat

● mentored new hire reps

● beta testing for new technology

● facilitated and maintained the Shaw customer loyalty program

● helping t o p lan, c oordinate, a nd e xecute t eam f unctions Technical Service Representative, Cable and Internet Services, Shaw Cable 02/2008 to 2011

● Provide courteous and professional technical support to customers and technicians

● Troubleshoot technical issues with regards to computer configurations, PC hardware and software

● Escalate technical calls to the Technical Service Representative 2

● Schedule and manage customer support work activities

● Promote the features, advantages and benefits of Shaw products and services to our customers while delivering an exceptional customer experience

● Special projects as needed

Customer Service Agent, eBay, Burnaby, BC

03/2007 to 11/2007

● Provide customer support via Instant Messenger chat, email and fax to eBay Australian members

● Other duties as required

Protection Services/ Resolution Services Agent, PayPal, Burnaby, BC 01/2006 to 03/2007

● Reviewed and resolved member filed protection claims involving items that were not received, as well as appeals and Account Restriction cases

● Other duties as required – working Service Requests, manually creating claims, attach and answer member emails

● Back up CSR, as required

Community Support Tier III Agent, PayPal, Burnaby, BC 09/2005 to 01/2006

● Provided customer support via phone and email for PayPal members, regarding their accounts and transactions, as well as PayPal site concerns and issues

● Provided tier I agent support via phone

● Assisted the Global Customer Support Group when needed

● Other duties and projects as required

Community Support Tier I and II Agent, PayPal, Burnaby, BC 02/2005 to 09/2005

● Provided customer support via phone and email for PayPal members, regarding their accounts and transactions, as well as PayPal site concerns and issues

● Assist with mentoring tier I agents

● Other duties and projects as required

Education

1997 AS/400 Operator Level 1

IBM, Vancouver, BC

1997 Microcomputer Systems Support Diploma Program The Joslin Training Centre, White Rock, BC

1995 Essentials of Marketing

British Columbia Institute of Technology, Burnaby, BC

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