DAVID BEATTY

**** ***** ****

Mississauga ON L*N 0C1

905-***-****

acqtqk@r.postjobfree.com

PROFILE

Dispatch, Routing and Scheduling, Customer Service Specialist with 15+ years’ experience giving exceptional and friendly customer service and support by email, telephone, and in person

Sincere, hard working individual with a strong history of responsible work ethics, superior problem solving and mathematical aptitude, quick learner, eager to build on existing skills

Experience in multiple industries, able to gain product knowledge quickly, worked in a fast-paced environments with tight deadlines and attention to detail, multi-tasked while still remaining organized with a high level of accuracy

Worked and communicated effectively in a team in a multicultural setting or independently, attended team meetings to improve customer service and focused on following up with customers by resolving issues in a professional accurate timely manner to bring resolutions to the situation

Explained cost of products and services to customers including billing, warranty and refund policy, technical support, remaining calm cool and collected under pressure, affective when dealing with irate customers

Familiar with Microsoft Office, Word, Excel, Internet browser, General office equipment, Electronic mail, Spreadsheet software, Database software, Procable, CBS, Sharepoint, IRB, Google Maps

EMPLOYMENT HISTORY

Installations Service Rep

Shaw Direct Mississauga, ON Aug. 2007 – Nov. 2014

(Formerly Star Choice)

Consistently achieves and surpasses all goals set forth by supervisor, efficiently completing all duties assigned while taking in excess of 300 - 400 incoming calls per week

Proficient at Routing. Scheduling, CBS, IRB, Escalations, Mikes and CNT Codes, Google Maps

Trained new staff

Daily database updates

Created training documents and process guidelines

Handled escalated issues, damage reports, workmanship issues

Maintained contractors calendars, worked with area supervisors and contractors to increase their availability and offer earlier booking dates to customers.

Customer Service

Star Choice Mississauga, ON March - Aug. 2007

Handled inbound and outbound calls in the customer service department

Consistently achieved and surpassed all goals set forth by supervisor, answering in excess of 200 inbound calls per week, as part of a customer service team

Provided individual service to clients, assessing needs and maintaining a calm and professional attitude, handling difficult customers effectively

Customer Service & Sales,

Technical Support, Dispatch, Finance

Look Communications Milton ON 1999- 2006

Related to customers in a professional manner, providing individual service to clients, assessing needs and handling difficult customers effectively

Answered inbound calls, as part of a technical support team troubleshooting, offering technical support, over the phone

Booked service calls for service issues that cannot be solved over the phone

Dispatched installations and service call work orders, across Ontario, for our in-house technicians

Transferring booked installations and service call information daily, via internet, to outside contractors for their own scheduling

Maintains a calm and professional attitude when supervising and training staff or dealing with irate customers

Finance Administration, Process Credits & Refunds, Payment Reports

Consistently achieved all goals set forth by supervisor

EDUCATION

Impress Customer Service Certification 2006

Customer Service Training, Look Communications Milton, ON 1999

Electronics Engineering Degree DeVry 1992

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