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Customer Service Call Centre

Location:
Edmonton, AB, Canada
Posted:
February 04, 2019

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Resume:

Melanie Gonzalez

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

Email : ac8dvz@r.postjobfree.com

Experience

Call Centre Agent

First Calgary Financial - Connect First Credit Union

June 2018 to Present

booked appointments for potential members with personal bankers

assisted in online applications for potential new members

discussed options for investments from registered deposits, non-registered deposits as well as RRSP and TFSA's

made a step by step guide used when processing new members into our system

performed password resets as well as walked members through the process

probed to find out the financial needs of the members and offered the appropriate products to best suit those and their future plans

maintained detailed notes after every call in the members profile

sold third party credit cards

Call Centre Agent

Sure Call, Calgary

June 2017 to Present

Book appointments for Dietitian accounts and answering F.A.Q regarding the services provided

Book appointments for esthetician account in Ontario

Relayed messages for real estates accounts to real estates agents

Relayed messages for trades and construction accounts across Canada

Troubleshooting, and processing warranty claims on household appliances for W3 Solutions while resolving client concerns in an appropriate but effective manner.

Can handle multiple calls to reduced incoming volume and adjust to each new account guidelines

Dealt with automobiles and furniture warranty as well as diamond kote claims.

Processed reference checks for varies companies

Completed referrals for different companies

Entered location information for working alone clients to ensure they are able to be located in case of emergency

Call Centre Agent

Natural Health Services, Calgary - Patient Care - Calgary, AB

July 2016 to July 2017

Input patient data into health profiles

Answered patients questions and concerns

Worked hempfest in both Edmonton and Calgary

Submitted patient documentation to licensed producers and insurance providers

Multitasked in the call center role while answering patient concerns via email

Assisted patients in selecting the right licensed producer based on their needs

Offered online education on strains and methods of treatment

Averaged 300+ calls per week

500 + emails which were also completed on days off.

Dispatcher

Checker yellow cabs

October 2015 to July 2016

Scheduled pick-ups, drop-offs, and ensured regular hotel pick-ups

administered various requests for taxi fares and responded to location requests

Handled inquiries from Hospitals, Hotels, and Police Departments

In-depth ability to adapt, and act quickly to different emergencies situation

Worked with the drivers if they were unable to find a location in directing them

Dispatched calls to the drivers in the area

Maintained continuous communication through the channels with supervisors and drivers to ensure their work related issues and emergencies where handled in a timely manner.

Received daily schedules for AISH clients and booked their scheduled routes.

Dispatcher/Customer Service

Shaw Direct/Cable - Calgary, AB

September 2013 to June 2015

Collected customer feedback and made process changes to exceed customer satisfaction goals.

Made reasonable procedure exceptions to accommodate requests while maintained up-to-date record at all times.

Worked with upper management to ensure appropriate changes were made to improve customer satisfaction.

Implemented changes to special programs, resulting in 90+ accounts to stay with Shaw per month

Customer Service/Technical Rep

Shaw Direct, Calgary

July 2012 to September 2013

Properly directed inbound calls in phone queues to improve call flow

Gave appropriate and accurate information to answer questions, troubleshoot issues and resolve customer complaints

Developed effective relationships with all call center departments through clear communication.

Ran reports and supplied data to fulfill customer report requirements.

Built customer loyalty by placing follow-up calls for customers who reported product issues.

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