Customer Service Representative

NICOLA SPENCE

***- *** ****** ***** 416-***-****

Toronto, ON M3A 1R2 ******@*****.***

OBJECTIVE

A very enthusiastic and result-driven professional seeking to obtain a position as a Teacher or an Instructor.

QUALIFICATIONS AND HIGHLIGHTS

Possess excellent written, verbal, and interpersonal communication skills.

OCT Qualified

Able to manage and prioritize daily work effectively

Interact easily with people of diverse backgrounds, cultures, and age levels

Highly skilled in development and presentation of materials and knowledge sharing in a manner that allows for full understanding of intended audience

Superb critical thinking, analytical, research, problem solving, organizational skills

.

RELEVANT EXPERIENCE

ESL Instructor

Language School of Canada Calgary 2010

Planned and delivered integrated skills lessons incorporating the communicative and student centered approach

Built rapport with students from a wide range of cultural backgrounds

Created a positive environment through sensitivity to students' strengths, weaknesses, and personal learning styles

Engaged students through humor and activities designed for maximum interaction in large and small groups

Provided substantial communicative practice aimed at developing and internalizing targeted language skills

Achieved maximum results by breaking down seemingly large learning tasks into meaningful and manageable components

Teacher of Humanities 2004-2007

Smith’s Wood Sports College, Birmingham UK

Developed and delivered lesson plans, maintained compliance with Core Curriculum standards

Observed individual students, identifies strengths and weakness, created and executed learning activities that ensured students achieved learning benchmarks

Applied understanding of the learning needs of students and aided in development and implementation of projects designed to achieve positive results in individuals and groups.

Developed and maintained relationships with organizational staff, including department heads and other employment and department staff

Contacted parents to schedule conferences to discuss student's behavior patterns and alternative paths to those students reaching their academic goals

Support students' efforts to correct behaviors that have caused a disruption in the learning process

OTHER PROFESSIONAL EXEPERIENCE

Program Coordinator 2007-2009

Mosaic consultancy, Bristol

Researched, analyzed, wrote and maintained reports and studies related to the geographic, demographic data

Employed knowledge of interpreting relevant legislations or guidelines policies

Track community matters and prepare regular reports

Liaised with community members in resolving conflicts and provided links.

Prepared and delivered workshop and training materials

Ensure all engagements and events are attended to.

Maintained and documented reports on a daily basis regarding the projects assigned to various departments; progress, schedule, budgeting and forecasting

Customer Service Representative 2013- April 2016

Teleperformance, Toronto, Ontario

Provide excellent communication to telephone inquiries from customers and third party agents interested in promotions, products, or service maintenance

Strongly commitment to providing great customer service, with the ability to build productive relationships and resolve issues

Able to actively listen to customers and use tact and diplomacy to find best solutions

Manage to handle high-volume workload within a deadline- driven environment with speed and accuracy

Commended for initiative, enthusiasm and professionalism for providing high quality customer service and performance evaluations

Recognized as a lead “go-to” person for new agents and particularly challenging calls

EDUCATION

Certificate – CELTA -2010

Global Village, Calgary, Alberta

Bachelors of Law - 2002

Birmingham City University, Birmingham UK

Bachelor of Education-1996

University of the West Indies, Jamaica

Contact this candidate