Reeya Alfred

* ****** ***. *******, ** M*J *A* acujuv@r.postjobfree.com 416-***-****

Qualifications Summary

Highly personable Customer Service Professional with over eight years of experience in account management, sales processing, and call-center operations within the construction and appliance industries.

Talent for identifying customer needs and presenting appropriate company product and service offerings.

Demonstrated ability to gain customer trust and provide exceptional follow-up, leading to increased repeat and referral business.

Track record of assisting in the design and implementation of reporting procedures that reduce labor costs and improve customer-satisfaction ratings.

Expertise in resolving escalated customer service issues.

Secured numerous company achievement awards for delivery of exceptional customer service.

Proficient with Microsoft Office System (including Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, and Microsoft Outlook).

Professional Experience

ROGERS COMMUNICATIONS – Toronto, Ontario 2014 to Present

Customer Service Consultant (2014 to Present)

•Provide world class customer service when handling incoming calls.

•Listen to customers, analyze their needs and offer adapted solutions.

•Promote Rogers products and services.

•Take appropriate action to efficiently resolve issues.

•Identify customers need for additional Rogers's products and services.

•Take accountability to solve issues from beginning to end.

•Meet established productivity objectives.

•Receive and incorporate feedback to improve personal and business performance.

CONSTRUCTION DISTRIBUTION & SUPPLY CO. – Toronto, Ontario 2008 to 2014

Customer Service Supervisor (2010 to 2014)

Promoted to supervise over the front line call center staff, monitor all daily operations of the department and ensure great customer service. Collaborate with Department Manager to create strategic plans to enhance the customer satisfaction. Provide employees with tools to maintain and increase service levels to both internal and external customers. Work closely with other departments to promote sales, clarify information, and distribute reports. Gather, analyze, and report daily/weekly/monthly sales and service statistics.

Increased employee knowledge by assisting with development and implantation of product awareness program

Enhanced employee performance and attendance through daily mentoring, one-on-one discussions and motivational strategies.

Received outstanding positive comments from team members on employee reviews, as well as exceptional feedback from senior management.

Customer Service Representative (2008 to 2010)

Selected to coach and mentor new customer service representatives.

Worked as a liaison between the sales reps and the customers to ensure correct shipment of products are made.

Provided technical details and specifications on products and materials that best suits the customer’s needs.

APPLIANCE CANADA – Concord, Ontario 2007 to 2008

Customer Care Warranty Specialist

Tasked with the responsibility to ensure company standards and policies are met while enforcing customer satisfaction, doing this through taking ownership of issues and great communication between departments.

General administrative support to operations, sales, and marketing departments.

Contact clients and agents to provide sales, product, pricing, and inventory data as required by sales team.

Evaluate process and complete all warranty claims with professionalism and complete focus on customer service.

Dramatically enhanced customer-satisfaction ratings by expediting all claims and ensuring a high degree of accuracy.

COSTCO CANADA – Markham, Ontario 2007

Customer Sales Assistant

Interfaced with customers to identify needs and guide them to the correct location of products and services and assist with purchases.

Received great customer feedback for consistently providing excellent service.

Maintained consistent floor walks to ensure floor safety

Straightening, organizing, and stocking shelves, arranging product displays, and unloading and loading shipments.

Education and Training

Office Administration – Executive Seneca College School of applied Arts 2009

Associate of Arts in General Science Seneca College School of applied Arts 2007

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