Customer Service Representative
Resume:
Cowaine Taylor
North York, Ontario M3J 1T3
*******.*******@*****.***
OBJECTIVE
To secure a fulltime position in an organization that will benefit from my experience, initiative, and capabilities. I am especially interested in a position with the potential for advancement.
HIGHLIGHTS OF QUALIFICATIONS
Excellent interpersonal, organizational and communication skills.
Proficient in MS Office applications and internet search.
Trained in effective communication techniques when dealing with irate clients.
Able to work independently and in a team environment.
Able to multi-task, prioritize duties and meet deadlines.
Ability to type an average of 50 words per minute.
EMPLOYMENT SUMMARY
Level 3 Technical Support Representative 2008- 2015
Bell ExpressVu Toronto, ON
Assisted internal call centre representatives with troubleshooting including complex wiring issues, home theatre set-up, and booking service calls signal failure.
Authorized warranty replacements of defective hardware and smartcards within company guidelines.
Handled technical escalations ranging from a numerous amount of technical issues and offered “win-win solutions”.
Warehouse Associate (Package Handler/Pre-loader) 2008 - 2009
UPS Concord, ON
Learned and properly executed ups package handling methods.
Pre-sorted packages for delivery in various regions of Ontario.
Loading and unloading UPS packages into trailers or package cars in a warehouse environment (able to lift packages up to 70 lbs or more).
Customer Service Representative – New Business/RM 2007 - 2008
Bell ExpressVu Toronto, ON
Booking of new orders and installations for new and existing customers including purchases, move orders, rentals and redemption of rental certificates.
Billing inquiries such as credit card payments, credit adjustments and subscriber refunds.
Performed account transactions such as upgrades, downgrades, activations and temporary program suspensions.
Level 2 Technical Customer Service Representative – 2006 - 2007
Bell ExpressVu Toronto, ON
Assisted customers and customer service representatives with troubleshooting including red guides, complex wiring issues, home theatre set-up, and booking service calls signal failure.
Up-selling on satellite TV services.
Helped retain customers by providing win-win situations through resolving technical issues.
Customer Service Sales Representative – 2003 - 2006
Bell ExpressVu Toronto, ON
Billing inquiries such as credit card payments, credit adjustments and subscriber refunds.
Provide troubleshooting of all minor technical issues.
Performed account transactions such as upgrades, downgrades, activations, move orders and temporary program suspensions.
Customer Service Representative - 2001-2002
IBM Toronto, ON
Sold IBM Helpware and was responsible for warranty entitlement.
Assisted with training and development of new personnel.
Troubleshooting of IMB hardware and software issues.
Ordered replacements for defective products.
Telephone Interviewer - 1999
Consumer Contact Limited Toronto, ON
Conducted Telephone interviews with consumers.
Prepared market research on various products and services.
Occasionally briefed new employees on studies.
EDUCATION AND TRAINING
Seneca College 2007
Certificate in General Arts and Science. Toronto, ON
Manpower, IBM Call Center Apprenticeship Training 2003
Received certificates for MS Word, MS Access and certificate of accomplishment. Toronto, ON
Received a certificate for the IBM Helpware Star Challenge, selling over $2,000.00 of IBM Helpware.
Downsview Secondary School 2001
Received awards in mathematics and dramatic arts. Toronto, ON
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