Inbound Customer Service Representative

CARMELA HUSSANEE

***-**** ******** **** ****** North York, ON M2J 4Y2 647-***-**** *******@*******.***

HIGHLIGHTS OF QUALIFICATIONS

Over ten years of customer service experience. Outstanding customer service skills; diplomatic and patient with all types of individuals and organizational skills

Fraudulent document recognition training by Ministry of Transportation

Personnel Security Clearance (photo and finger prints)

Computer skills include: Microsoft Office Word, Excel, Power Point, Internet and Email, LCS and AS400

Organized, with attention to detail and follow-through

Responsible, positive, adaptable and willing to learn new things

Able to work as part of a team or individually with minimal supervision

EMPLOYMENT EXPERIENCE

Customer Service Agent (DriveTest, LLQP/SGT Bookings) 2013 – Present

One Contact, Markham

Handling sensitive information in compliance to FIPPA, and enforcing MTO’s policies. Trained and proficient with LCS

Follow up on customer inquiries

Trained by Serco for providing information and assisting members of the public at various stages of the graduated licensing process

Responding to customer inquiries about driver testing and licensing, receive incoming calls to book DriveTest appointments and provide general information by using multiple screens, process credit card payments on the phone

Customer Service Representative 2011 – 2012

Ecolab, Mississauga

Inbound call centre environment, provided accurate and effective support to the field sales team using exceptional customer care and communication skills, using AS400

Received and expedited orders of product and services from our customers and field sales team across Canada

Maintained excellent customer relations while handling orders and dealt with questions, concerns or complaints

Displayed good organization skills with a high attention to details, enabling me to efficiently coordinate requests for service

Escalated calls, as required, complex/difficult customer complaints or inquiries to the appropriate department

Informed customers of late routes/deliveries

Stats Coordinator 2010 – 2011

ShepellFgi, Don Mills Location

Kept a record of the status of statistical reports, was aware of reports that were due. Replied to general information requests with accurate information

Reviewed corporate customer statistical reports, performed initial check on these reports for accuracy

Reconciled current data with previous year data for consistent customer reporting

Used IT applications to assess reasons for reporting errors, and followed up with appropriate internal departments in case of corrections needed to reports

CARMELA HUSSANEE 647-***-****

Employment Experience Continued...

Worked with BI, Helpdesk AM or internal applications to provide additional statistical data to SAM/AE as needed; prepared graphs and charts for customer as required

Liaised with Account Manager either in person, by email or telephone as required

Prepared special reports based on case statistics or other tracked data as required

Tracked issues, identified trends, developed reports and escalated issues and concerns that are managed by management

Order/Data Entry Administrator 2000 - 2008

Hummingbird Ltd, North York

Responsible for processing worldwide orders of Hummingbird product lines, manual transactions and all credit card processing

Used problem-solving and critical decision-making concerning data integrity

Ensuring that discrepancies of volume licenses and maintenance are solved and dealt with providing proper record management

Sent and received messages via email or by telephone from International Sales Representative concerning purchase order to make sure that orders are processed in a timely basis

Ensured that customer receives correct product and are billed correctly

Reviewed and analysed Purchase Order to determine whether customer is tax exempt

Maintained and prepared Purchase Orders by checking seats and maintenance tabs, writing up order, checking taxes and price of Invoice

Member of Hummingbird Social Committee in 2001

Call Center Representative (Inbound/Outbound) 1995-2000

Minacs Worldwide (PhonettixIntelecom), Toronto

Supervised and trained new staff on computer use, product knowledge, sales techniques and customer service, which resulted in increased sales and satisfied customers

Organized 20 stations which involved the set up of headsets, tally sheets, scripts and tapes prior to the beginning of each shift that resulted in more efficient time management of staff

Maintained general knowledge and understanding of all products/services, attending regular meetings to stay informed of any changes

Contacted consumer and successfully marketed services for companies including Bell Canada, Sprint Canada, Zellers, Bank of Montreal and received several recognition awards for highest monthly sales, professionalism, customer service and attendance

EDUCATION

Microsoft Office Program Certificate 2006

Seneca College, North York

Microcomputer Business Applications Certificate 2000

Goodwill/George Brown College (Crest Program), Toronto

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