Customer Service Training

**** ****** ******: 647-***-****

Drive Home: 905-***-****

Burlington E-mail:

L7M 1M1 ********@*******.***

Donna Murray

Objective

A position in a results-oriented company that seeks an ambitious and career

conscious person, with acquired skills and education will be utilized

toward continued growth and advancement.

Employment History

Taylor Moving & Storage August 2007 - Present

Burlington, ON

International Coordinator Administration

. Work closely with HR departments of major institutions such as

Siemens, Shell and Ernst & Young to arrange for the complete

relocation of their employees while adhering to organisational

contracts, allowances and policies.

. Aid in the relocation of personnel by organising, documents, and

shipping of personal effects both internationally and nationally.

. Assist management in the implementation and maintenance of an updated

employee and client data base

. Provide transferees with information and pertinent details, relevant

contacts and matters of concern in order to ensure a smooth

transition.

. Coordinate with move relocation specialists and international shipping

agents in order to guarantee a successful reassignment.

. Orient and train new hires through the use of seminars, team building

activities and mentoring programs.

Claims department

. Dealing with claims from clients on damage to goods or property

. Arranging to repair damage with reputable companies to the client's

satisfaction.

. Ensuring payment to the contractors for service provided.

Senior Client Support Executive September 2004 - 30

April 2007

Mellon Bank (Europe) {known as City Bank/Mellon in Canada}

Highlights:

. Assisting clients with enquiries regarding investments, by phone,

email or letter.

. Dealing with complaints, resolving these to a business and customer

satisfaction

. Training new staff and maintaining & updating Training Guides

. Advising colleagues of changes in products & training

. Helping others to understand new procedures and help implement them

. Ensuring that we are compliant as a team, by monitoring staff members

on the phone

. Identifying & providing training needs, again done by listening to

calls

. Identifying ways to improve our service to the customer

. Implementing systems to ensure that all staff can locate the most up

to date information

Responsibilities:

. Dealing with complaint calls (calls that have been escalated up to be

dealt with by a more experienced team member)

. Writing resolution letters once a complaint has been resolved, also

responding to incoming correspondence

. Providing statistics, on calls taken & duration also ensuring that the

Team are logged on for the requisite time

. Ensure that we have all the relevant paperwork to enable us to provide

excellent customer service. Ensuring stock levels of literature are

adequate for the day or week

. Training of new team members to ensure they have the knowledge to

competently do the tasks required

. Ensure staff are carrying out required security checks before

information is divulged.

. Working as part of the team to ensure we provide the best service

. Written correspondence in response to a clients enquiry

Previous Employment

Team Leader April 1997 - July 2004

Scottish Provident (Now Santander Bank)

Highlights

. Ensuring that staff meet their targets

. Resolving complaints within agreed time limits

. Ensuring that we are compliant with Financial Rules & Regulations at

all times

. Provide a high quality customer service at all times

. Motivating team members to ensure they provide the best customer

service

. Ensuring we have enough people to carry out the tasks required within

agreed time scales

Responsibilities

. Monitoring staff to ensure that they are compliant and to identify

training needs

. Checking the weakly reports sent to major customers to ensure these

are correct

. Dealing with escalated calls and being able to resolve these to the

customer satisfaction

. Experience & knowledge in Intermediary Support (Financial Advisers).

. Identifying training needs & developing team members

. Ensuring targets are set as well as achieved

. Dealing with complaints ensuring that we are compliant

. Ensuring all staff are aware & understand changes

. Experienced Telephone operative

September 1994 March 1997 July 1990 - September 1994

Next Plc, (Retail) Self-Employed

Edinburgh, Edinburgh

Senior Sales Assistant Owner / Manager - Retail Shop

April 1979 - November 1989

Lloyds Bowmaker Ltd

Edinburgh

Senior Administrator

Skills

Professional Qualifications

. Chartered Insurance Institute FPC2

. Chartered Insurance Institute FPC1

. Chartered Insurance Institute Long Term Insurance Practice

. Chartered Insurance Institute Modern Business Practice

Systems

. Microsoft Word

. Microsoft Excel

. Microsoft PowerPoint

. Microsoft Outlook

. Google 360 platform

. Lotus Notes

. Apropos

. Dos system in various companies

. Adobe Acrobat

Training

. Time Management

. Advanced Customer Service

. Complaint Handling Skills

. Motivational Skills

. Telephone Training Skills

References: Available on Request

Contact this candidate