Brampton, ON, L*S3JS
To obtain a position where I can apply my experience, qualifications and interpersonal skills to provide outstanding customer service.
Computer skills Microsoft Word, OneNote, Excel, Power Point. Trained in Galaxy, Mainframe, Lotus notes, DM Web, Work Flow, Iris-Aspect, Sieble, Mystro
Social and communication skills with positive approach.
Hard worker with leadership skills.
Highly motivated and passionate about helping customers.
Excellent verbal and written communication skills, organized, work well in a team, demonstrate the ability to work quickly and multitask
The National Benefit Authority– April 2014-Present
Customer Service Representative
Assist Canadians with disabilities, to manage, process, and maximize disability claims with the federal government
Anticipating customer requests, asking questions to clarify customer needs and then providing the correct resolution to fulfill their requirements.
Gathering necessary information from clients and escalating issues if necessary while maintaining a professional demeanor
Maintain an average handling time (AHT) of 4 minutes with a quality score of 97%
AJB Software– December 2014- April 2014
Cloud Support Analyst
Monitor back end payments
Provide front line external and internal support for both hardware and software issues via telephone or remote assistance in a timely manner
Collaborate with and escalate to any senior member of the Professional Services Support Team to provide fast and effective resolutions
Gather the required information necessary in order to best handle customer software and technical inquiries
Identify and report software defects and customer suggestions to appropriate responsible groups
Meet established service delivery guidelines such as customer satisfaction, phone based activities, resolution, schedule adherence, case documentation and case wellness.
Rogers Telecommunications – March 2006- March 2014
Customer Service Representative (2006-2010)
Billing for home phone, cable and wireless
Consistently exceeded sales of 24 wireless services monthly
Resolving customer billing diputes
Maintaining an average handling time (AHT) of between 3-4 minutes
Maintaining an average quality score of over 90%
Team Manger call Centre (2010-2011)
Managing a team between 20-30 people on a daily basis
Organizing and planning team meetings
Coaching and Quality assurance
Conducting training for online support
Business Support (2011-2012)
Billing for Commercial customers
Scheduling and monitoring installations for cable, internet and landlines
Partnered with OPP to conduct investigations for wireless fraud
Assisted in tracking and detecting illegal activities on wireless devices for OPP
Stopped over four hundred instances of fraud from reoccurring within the duration of employment
Loyalty Customer Care (Polite Project 2013-2014)
Outbound Calls to in flight customers
Developed innovative techniques of generating consumer interest which allowed us to continually drive sales throughout the holiday season
Retained over 92% of customers handled during duration of the project
University of Guyana ( 1992-1994) (Diploma in Science and Technology)
Certified Medical Office Assistant
Awarded 2013 ‘Business Impact’ after achieving highest revenue in ratio to calls taken within my department
Awarded 2010 ‘Recognition, Outstanding Service’ award after continuously exceeding sales and maintaining quality for the year.
Organizer of the Neighbourhood Watch program
Avid Volunteer for ‘Run for our Sons’ Parent Muscular Dystrophy program
Available upon request.