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.
·