Customer Service Team Lead
Resume:
Jennifer Eng
Scarborough, Ontario
Tel: 416-***-**** ********@*******.***
OBJECTIVE
To obtain a position in a growing and dynamic organization where I can contribute my experience, education and excellent interpersonal, communication and problem-solving skills.
HIGHLIGHTS
Over 10 years experience in customer service
Special training in leadership skills
Initiative, reliable, highly-motivated with excellent organizational and problem-solving skills, able to multi-task
Exceptional interpersonal/communication skills
Fluent in English and French
EDUCATION
Bachelor of Arts Degree
Major in French, Minor in Sociology University of Toronto 1998
WORK EXPERIENCE
Club Auto Jul. 2015 – Nov. 2015 Help Desk Analyst
First point of contact for agents handling escalations and queries
Manage the Service Level to ensure that we adhere to our contractual agreements with our Corporate Clients.
Prioritize in delivering exceptional customer experience and are the point of contact with the company management to provide regular updates on the day to day performance of the Contact Center
Oversee the day to day operation of the Contact Center ensuring all operation are running smoothly and agents have the resources needed to do their job efficiently
Work on quarterly projects to develop the management team as well as the business to be the leader in its field
Honda Financial Services Inc. Jul. 2013 - Aug. 2014
Senior Customer Service Agent
Manage and supervise a team of 15 customer service agents
Provide support to associates on CSR Help Line assisting with client queries and encouraging first call resolution
Handle customer escalations in the capacity as a Case Manager and resolved complaints in an efficient and customer-centric manner
Oversee customer service metrics (ex. service levels, acceptable practices)
Work a queue of cases dispatched from the team for escalations or special requests (ex. credit bureau updates)
Perform privacy audits for team of associates and ensure proper protocol adherence in all manners of communications with customers (ex. e-mails, document management)
SDM Specialty Health Network Nov. 2010 –Jul. 2013 Bilingual Customer Service Representative
Respond to incoming customer related calls from patients, pharmacies and clinics regarding status of active patient files or follow-up of scheduled deliveries
Scheduling patients deliveries, and responding to pharmacy refill calls for on-going therapies
Provide exceptional customer service to all parties involved in Health Services, ensuring that the unique needs of patients, clinics and program requirements are met
Train new employees explaining the system, protocols and procedures
Aided in developing training manual for all new employees
Ensure all calls are properly triaged and protocol followed to meet or exceed established performance metrics
Solidifi Inc Apr. 2008 – Oct. 2009 Bilingual Appraisal Service Specialist
Co-ordinate and manage a list of mortgage appraisals from various financial institutions while utilizing the company’s proprietary platform – Solidifi Values.
Provide preliminary underwriting services on appraisals for Wells Fargo and ATB.
Register and manage a list of brokers while ordering the appraisal on their behalf.
Train and act as mentor to new employees explaining the system and teaching procedures
Manage a list of over 1500 appraisers nationwide while addressing their inquiries and troubleshoot any technical issues.
Canadian Imperial Bank of Commerce (CIBC) May 2004 - Jun. 2006 Bilingual Fraud Detection Specialist
Review applications for credit cards and make approve/decline decisions
Process with supporting documentation and make verification checks, identify fraud and credit risk
Communicate with applicants (outbound calling) to verify and request information
Work with other banks and financial institution to streamline the procedures and ensure security.
Answer incoming calls in English and French in call centre environment, helping customers to resolve problems with their credit cards
Toronto Dominion Bank (TD Canada Trust) Feb. 2003 - May 2004 Bilingual Loss Prevention Agent/Customer Service Agent
Answer incoming calls in English and French in call centre environment, helping customers cancel lost or stolen credit cards
File and process fraud reports for clients while informing them of investigation procedures
Work fraud monitoring system and analyze clients files to determine fraudulent use of credit card
Answer incoming customer service related calls in both French and English
References Available Upon Request
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