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DARLENE LABEREE

** ***** ****. **

Calgary, AB T2A 5S6

Cell: 403-***-****

Email: ac4j64@r.postjobfree.com

First call resolution of customer requirements, including order processing and information requirements Provide competitive resolutions and solutions for business customers and the needs of their businesses Ability to work with multiple systems and multiple departments to ensure orders are processed correctly and customers’ needs are met in a timely manner

Meet or exceed department requirements from sales targets, quantity of calls answered, adherence to schedule and talk time requirements

Awarded many Summit Dinner Certificates for Sales Accomplishments Volunteered for off queue projects for improvement of customer experiences – UAT testing for improvement on the IVR for customer experience on the voice recognition system Provide daily feedback to management for calls for other departments arriving in sales; call tracking where calls are supposed to go and where they end up. Ability to listen to customers and address their verbal and non-verbal queues Awareness of competitors’ offers and ability to put company's services in a comparative and positive position

Willing to learn new systems, new tools and new promotions/offers to have the most up to date information and offers to work successfully in a competitive market Initiated, generated and nurtured new leads to generate additional sales revenue Received and resolved various requests for services for 40-60 inbound calls per day Entrusted with, and adhered to strict confidentiality standards and privacy in dealing with client accounts and telecommunication systems.

Ability to work remotely (from home or off-site) with no immediate supervision. 2

Experience:

August 2017 - Present

Express Employment Professionals

Customer Service Representative

Call Centre Representative answering phones calls and emails in order to provide post-game support. Order entry, complaint management, and provide requested paperwork as requested. Tracking shipments and working with other departments for customer solutions September 2016 – March 2017

Law Society of Alberta

Customer Service Representative

The Customer Service Representative (CSR) is the front-line agent in contact with the members of the Society. The CSR answers billing inquiries, provides necessary documents per status changes or updating business contact details. The CSR also provides Certificates of Standing, Notary Letters. The CSR is responsible for provisioning name changes and Lawyer Referral Program updates. The CSR works with the team to ensure member's requirements are met in a timely manner.

March 2015 – April 2016

Bison Transport

Customer Service Representative

The Customer Service Representative (CSR) is accountable for the company’s relationship with the clients that he or she has been assigned. This would include many facets of the interface including guaranteeing quality of order entry and appointment making, relationship establishment and development, issue resolution and business level monitoring. In the most general sense, the CSR would be responsible for maintaining an exceptional contact with the client’s needs. In addition, the CSR works in concert with the entire Customer Service team in the servicing of all clients. The CSR will be a single point of contact between their assigned customer(s) and Bison Transport ensuring that the customer’s needs are properly understood and served. The communication between the CSR and the customer includes order acceptance, tracing, claim awareness/facilitation, solving ad-hoc request, and updating internal and external persons with required information. Through effective communication, the CSR will ensure that the customer understands their own needs and that they receive a consistent level of service delivery- thereby adding value to their relationship with Bison Transport.

The CSR should aid in the translation of customer needs into positive action by the company. The CSR must work with planning personnel to ensure maximum equipment utilization while maintaining targeted customer service levels.

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The CSR should ensure Bison Transport has access to as much business as required for maximum utilization, by working proactively with their clients. The CSR has the opportunity to affect the quantity and quality of business Bison does for a particular client 2008 – April 2014

Telus Communications

Call Center Representative – Small Business Solutions Surpassing sales requirements on an ongoing basis (% to target) Customer service – first call resolution

Full-coverage calls – ensure customer’s needs met and exceeded Meet and surpass job requirements – follow schedule, talk times within parameters, QCE scores for quality and number of calls answered Ability to function using multiple tools, ability to multi-task and be able to follow-up on voice mails, emails and orders in the systems.

Multi-queue calls – sales/customer service and billing 2005 - 2008

Telus Communications

Call Center Representative – Loyalty & Retention (Consumer) Inbound

Surpassing sales requirements on an ongoing basis (170% average) Client retention – local and/or internet service (over 50% ongoing) Cancel ratio – always under the floor requirement

High value client billing inquiries investigated and resolved, installs, moves and disconnection of services, adding and/or removing features and long distance, adding internet or changing internet programs with first call resolution,

MART calls – missed appointment follow-ups for re-scheduling Suspension of Service – local phone and/or internet service De-escalate client issues on a per call basis

Adherence to schedule at or above department’s required levels Follow-up with other departments to ensure services and/or changes process as requested by client Review, identify and follow-up on incorrect or incomplete orders Off contact order process in preparation for Imagine software release Off contact manual order processing for customer impacted post Imagine software release Call quality scores improving on an on-going basis Assisted manager with duties off contact

Outbound

Warm client contact to welcome new internet customers Warm client contact to renew internet contracts for reduced price Warm client contact to review accounts to ensure best price and service Warm client contact for options to upgrade internet service levels 2003 – 2005

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Telus Communications

Call Center Representative (Consumer)

Billing inquiries, install, move and disconnect services, add and/or remove features and long distance, add internet or change internet programs with first call resolution, manual order inputting and follow up on order requests

1999 - 2003

Care Factor/Relotech

Supervisor for Computer and Server relocations,

Hardware and software installs

Computer & Server relocations

Contract position – majority of work at TCPL

1997 – 1999

Drake Personnel/Drake Training & Development

Reception Duties

6 months then promoted

Sylvan Prometric Testing Administrator and Training Coordinator 1.5 years then Training division was discontinued across the country. Ordering manuals, scheduling instructors, invoicing, computer software installation and setup for classes, downloading exams, faxing information to clients

Education:

Career College: Academy of Learning:

Travel and Tourism Windows 95

Office 97

Drake Training and Development:

A+ Certification (computer technician)

Microsoft Certified Systems Engineering course

Microsoft Certified Professional

Skillsoft Training (Computer Based Training)

Call Center Customer Service

Call Center Communication Skills

Front-line Call Center Skills

Call Center Industry

Achieving Success with the Help of a Mentor

Listening, Influencing and Handling Tough Situations Set Goals and Prioritize Your Use of Time

The Potential of Self-Directed Learning

Leading Change From the Front Line

Using Effective Business Communication

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Dynamics of Interpersonal Communication

Fundamentals of Exceptional Customer Service

Gaining Alias, Creating Change

Teamwork & Emotional Intelligence

Systems Thinking Models & Thinking Skills

Building Effective Inter-Functional Relationships

Writing Effective Email Messages

Decisions and Risks

Business References:

Gary Gubbins 403-***-**** ac4j64@r.postjobfree.com

Shelley Stevenson 587-***-**** ac4j64@r.postjobfree.com Tracy Klose 403-***-**** ac4j64@r.postjobfree.com Personal References:

Sharon O'Leary 403-***-**** ac4j64@r.postjobfree.com

Cristina Iuga 403-***-**** ac4j64@r.postjobfree.com

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