Customer Service Representative
Resume:
Sarnia Smellie
Richmond Hill, Ontario, L4C 0J9
Tel: 905-***-****
Cell: 289-***-****
Email: ***********@*****.***
SUMMARY
A hard working, dedicated and enthusiastic self starter with problem solving and multi-tasking skills seeks a full-time position in Customer Service.
BUSINESS EXPERIENCE
July 2014 – March 2016 CIBC Financial Service Representative (Inbound Call Center)
Respond to inbound calls from existing clients and potential clients regarding their banking.
Promote meaningful relationship and brand loyalty through engaging and informed conversations with clients via telephone.
Provide the best possible customer service in a timely an efficient manner and exhibit CIBC values of Trust, Teamwork, and Accountability.
May 2012 – July 2014 CIBC/PCF Financial Service Representative (Outbound Call Center)
Provide information to existing and potential clients via telephone regarding CIBC’S full range of products and services.
Meet sales and productivity targets by understanding client s needs, offering first call resolution of issues, and actively promoting and selling products and services that met the client s needs.
Offer superior client experience on every call to meet and exceed our client expectations, build Loyalty and grow CIBC business.
March 2008 – August 2011 Belair Direct Insurance Company (Toronto, Ont)
Customer Service and Sales Associate
Provide automobile and property insurance to potential customers by responding to incoming telephone request, faxes and email.
Provide administrative support such as updating clients address, processing reinstatements, cancellations and other policy changes.
Use proper questioning and sales techniques to provide property and automobile insurance quotations while applying all appropriate pre-qualifications and underwriting guidelines.
Manage growth of our client base by assessing the risk, analyzing reports and offering a full range of insurance lines to new and existing clients.
Offer a unique experience to each every client by managing all aspects of there insurance portfolio and provide recommendations based on clients needs.
Assist in improving customer retention and service level through first call resolution and direct customer contact offer professional insurance advice to associate in teams, clients and internal/external partners.
Participate in team meetings, group huddles and the social committee’s in various departments to find ways to improve customer service for our clients and making sure we are using the proper underwriting guidelines.
Successful cross training within the underwriting and claims departments.
BUSINESS EXPERIENCE CONTINUES
Sept 2006 - March 2008 Echo Marketing Solution (Toronto; Ont)
Fundraiser Representative
Responsible for contacting existing and potential donators to raise money for various charities such as Sick Kids Hospital and Plan Canada.
Help to coordinate and Execute assigned fundraising activities such as flyers and bulletins.
Strategize with co-workers to improve and enhance best solutions and practices for various charities.
Assist in the development and implementations of various fundraising projects by attending board meetings and conferences.
Maintain a high level of customer service by handling customer inquiries and account maintenance.
May 2006 – Sept 2006 HSBC Finance (Richmond Hill; Ont)
Account Executive
Market loan products internally and externally through lead souring, customer relationship and development and selling techniques to achieve sales goals.
Develop relationship to maximize profitable growth opportunities.
Ensure all loan applications are fully developed, investigated and documented. Prepare loan documents, conduct loan closing, and ensure compliance with file integrity standards.
Determine and select proper loan term including rates, maturity and necessary security.
Recommend applicant credit worth to BSM based on established credit guidelines.
Provide account management, including collection calls, necessary to achieve branch credit quality objectives.
Develop external business relationship through merchants and Community Referral program.
Participate in monthly branch meetings in order to understand and to support branch and corporate growth, credit quality and profitable objectives.
Implement HSBC finance’s policy and ensure compliance with Branch Audit requirements.
Support branch administrative functions as required, including preparing loan documents, mailing outgoing correspondence.
Sell and promote additional HSBC Finance’s products.
Appropriate distributions and solution offerings.
July 2005 – May 2006 Stay Home Mother
December 2004 - July 2005 Fidelity Investments Canada (Toronto; Ont)
Customer Service Associate (contract)
Assist 401k plan customers with planning, guidance and investment needs.
Educate customers in options within the 401k plan and Fidelity services and capabilities.
Explore customer retirement and investment solutions to evaluate, qualify and discuss the appropriate distributions and solution offerings. Enhancing relationships and building customers
Regarding account features, balances, transactions, and distribution options.
BUSINESS EXPERIENCE CONTINUES
June 2002 - December 2004 Sitel Corporation Inc (Toronto; Ont)
Customer Service Representative (Inbound/Outbound)
Work on various campaigns such as C.I.B.C insurance and XM Satellite Radio.
Sell customers C.I.B.C life insurance programs.
Educate customers on C.I.B.C insurance benefit coverage options, while providing cost comparisons and processing all new enrollments.
Handle customer activations, order entry and account maintenance.
Provide technical and product support to customers, dealers and retailers.
Answer general inquiries and trouble shooting customer concerns.
Handle customer billing, credit and payment matters.
The ability to up-sell and cross-sell while meeting sales target on a monthly basis.
EDUCATION
September 2000 - December 2002 Humber College (Etobicoke; Ont)
Social Service Worker Diploma
September 1993 -June 1994 Monsigneur Johnson High School (Etobicoke; Ont) OSSD Diploma
REFERENCE AVAILABLE UPON REQUEST
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