Customer Service Management

Luisa Van Den Brink

**** *** ******* **, ******, ON P7G 0K4

Cell: 807-***-****

******************@*******.***

PROFILE

A dedicated professional with extensive expertise in customer service, staff management and

training. Proven experience focused on customer service positions to both internal and external

clients where excellent communication and relationship building skills are important. A positive

team contributor receptive to new ideas, listening respectfully to others and understanding of

individual and team roles. Leadership and management abilities required to establish

commitments, set priorities and meet deadlines.

ACCOMPLISHMENTS

Customer Service and Communication Skills

Provided customer service both in person and on the phone by assessing customers’

needs, providing information, interpreting directives and procedures related to programs

to ensure customer’s questions are answered promptly or directed to other areas or

resources as required.

Excellent oral and written communications.

Strong interpersonal, coaching, feedback and team building skills.

Ability to demonstrate excellent interpersonal skills including tact and diplomacy, and to

maintain confidentiality when dealing with sensitive information.

Communicated with corporate management team and service suppliers via video

conferencing, teleconferencing, Email, and phone to assist with day-to-day activities,

emergencies, or service provision.

Organization and Time Management Skills

Excellent analytical, proofreading and editing skills used to write and verify accuracy and

quality of outgoing correspondence for errors, punctuation, and formatting (including

letters, memos, spreadsheets and presentations in Word, Excel and PowerPoint).

Excellent organizational and time management skills and the ability to multi-task and

deal with competing demands with tight deadlines.

Good judgment and problem-solving skills to manage inquiries and discrepancies with

the ability to adapt to ever-changing priorities.

Staff Management/Training

Hired, trained, coached and mentored new customer service staff including performance

reviews.

Supported other members of the leadership team in balancing quality results with other

Key Performance Indicators (KPI).

Effectively delivered classroom skills training sessions.

Delivered effective feedback to Team Leaders, Supervisors, Managers and Executives.

Evaluated learners on learning objectives and provided recommendations.

Superior process improvement skills.

Luisa Van Den Brink Page 2

Cell: 807-***-****

PROFESSIONAL EXPERIENCE

Aug 2007 – Mar 2015

Customer Accounts Team Lead/Associate Trainer

Superior Propane, Thunder Bay, ON

Provided expertise and support related to instructional/informational design and

development, appropriate content treatment and media, and effective delivery strategies.

Collaborated with Call Centre management, Human Resources, Operations, and

Marketing to provide for a continuous feedback loop related to desired competencies,

entry requisites, work processes, and targets.

Identified and analyzed training and coaching opportunities to improve the customer

experience and internal operations. Fostered inter-department feedback and action

recommendations to Team Leaders and Supervisors.

Performed phone screening and job interviews of candidates, and hired new employees.

Trained all levels of staff, including onboarding new hires and continuous development

for existing team members at the representative and leadership level. Facilitated

training sessions related to the quality assurance program to management and staff.

Managed the floor in a call center office setting. Performed phone call monitoring, side-

by-side coaching with employees. Performed daily huddles with staff to discuss call

statistics from previous day. Ensured employees adhered to their Key Performance

Indicators (KPI).

Scheduled employee breaks and completed changes for tracking attendance and

submitting payroll.

Oct 2000 – Aug 2007

Administrative Assistant/Customer Service Associate

Canadian Tire Store 034, Thunder Bay, Ontario

Performed all cash balancing and posting duties.

Worked under pressure in a retail setting.

Trained in customer service including cashier, returns, and other transactions.

Served the public in a culturally-sensitive and respectful manner.

Created work orders for vehicle maintenance.

Processed customer returns.

Scanned in merchandise from trucks.

Packaged and shipped defective merchandise.

COMPUTER SKILLS

Excellent computer skills including MS Word, Excel, PowerPoint, Intranet, Internet,

Outlook and internal computer programs for producing letters, memos, emails,

spreadsheets, presentations and to effectively organize and maintain schedules, bring

forward system, scanning, and faxing.

Luisa Van Den Brink Page 3

Cell: 807-***-****

CONTINUING EDUCATION

Customer Service Certificate, Academy of Learning, Thunder Bay, ON 1999

Smart Serve Certificate, Confederation College, Thunder Bay, ON 1998

Phlebotomy, CDI College, Thunder Bay, ON 2004

Creative and Critical Thinking, Confederation College, Thunder Bay, ON 2013

VOLUNTEER EXPERIENCE

Health and Safety Committee, Canadian Tire Store 034 2004 - 2007

Ducks Unlimited Canada, Treasurer 2006 - 2008

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