Dianna Shand Customer Service Representative

ac8umu@r.postjobfree.com 587-***-**** Calgary, AB, CA

Committed, resourceful, solutions-oriented Customer Service Representative with more than 20 years’ experience patiently and professional addressing customer concerns. Focused on effectively and efficiently resolving customer issues, ensuring customer satisfaction. Driven and self-motivated, consistently meeting and exceeding productivity goals. Areas of Expertise include:

Customer Service Management

CRM Software

Relationship Development

Conflict Resolution

Process Improvement

Negotiation

Verbal Communication

Billing Applications

Employee Relations

Professional Experience

ADT Calgary, AB 11/2015 – Present

An innovative leader in home security, providing solutions for homeowners everywhere.

Customer Service Representative

Serve as subject matter expert in all billing applications. Investigate and correct any billing issues. Independently resolve customer concerns. Continuously multi-task between platforms such as CRM, Mastermind, and AS400. Complete offline follow-up projects.

Key Accomplishments:

Increased customer retention by applying customer-focused solutions, turning defensive situations into supportive, long-term relationships.

ENMAX Calgary, AB 10/2007 – 03/2015

A group of companies dedicated to bringing electricity, natural gas, and renewable energy to the residents of Alberta.

Customer Service Representative

Accommodated unusual customer requests by applying acceptable exceptions to standard procedures. Accurately responded to customer inquiries. Mastered customer service scripts within required timeframe. Maintained database records. Communicated effectively across multiple departments.

Key Accomplishments:

Collaborated with upper management in efforts to maintain continued customer satisfaction.

Led implementation of new phone system.

Assisted with development of new quality and training procedures.

Ensured customer loyalty by applying follow-up and follow-through measures with unsatisfied customers.

J.C. Perry and Associates Calgary, AB 07/1998 – 11/2006

Outbound Sales

Courteously answered customer inquiries relating to products, prices, and availability. Scheduled and attended a minimum of five appointments on a weekly basis. Provided timely follow-up to all customer requests. Upsold products by analyzing customer needs and emphasizing product features accordingly.

Key Accomplishments:

Consistently exceeded sales goals by 35%.

Education & Training

Associate Degree in Business

BOW VALLEY COLLEGE Calgary, AB, CA