SHELDON

SCOTT

*-* **** **., *******, N. B*M *J* (H) 902-***-**** acxz0o@r.postjobfree.com

professional summary

Excellent communicator with two years in a demanding call center environment as a Customer Service Representative. Call Center Representative versed in customer support in high call volume environments. Superior computer skills and telephone etiquette. Customer service driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care. languages

English - Fluent

French - Intermediate

skills

Customer interface expertise Types 100 WPM

Customer service award Excellent work ethic

Adheres to customer service procedures Strong interpersonal skills Strong problem solving aptitude Positive and friendly Persuasive speaker Sales expertise

Familiarity with Key Performance Indicators (KPIs) Superior verbal and written communication skills Goal-oriented Calm under pressure

People-oriented

Detail-oriented

Exceptional time management skills

work history

RBC High Net Worth Administrator Apr 2015 - Nov 2015 Igate Global Solutions RBC Dartmouth

High Net Worth Credit Facilities Admin.

Maintained customer records in relations to monetary loans against their Insurance policy, distributed same day cheques to requested customers against their policy, billing, update as required financial databases.

Entered numerical data into databases in a timely and accurate manner. Customer Sales and Services Mar 2015 - Apr 2015

Minacs Dartmouth N.S

Assist and take customer queries regarding products, and current promotions, assist with Billing disputes while interfacing with customers identifying, and generating sales opportunities. Worked directly with departments, clients, management Assisted various business groups with document organization and dissemination during acquisitions. Performed initial client assessment and analysis to begin research process. Worked directly with departments, clients, management to achieve customer first point of contact,and call resolution.

Identified chronic customer issues by creating and maintaining customer complaint log. Addressed and resolved customer product complaints empathetically and professionally. Gathered and verified all required customer information for tracking purposes. Accurately documented, researched and resolved customer service issues. Referred unresolved customer grievances to designated departments for further investigation. Acted professionally and patiently when addressing negative customer feedback. Effectively managed a high-volume of inbound and outbound customer calls. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Rogers Customer Service Representative Aug 2012 - Apr 2014 HGS Canada Dartmouth, NS

Inbound Customer Service handling customer billing discrepancies,and other issues while interfacing with customers to resolve issues, promoting current promotions, upselling, while identifying customer needs based sales, handling upwards of sixty calls plus per day. maintainied and exceeding customer first point of contact as brand ambassador. Performed initial client assessment and analysis to begin research process. Worked directly with departments, clients, management to achieve customer satisfaction as first point of contact call resolution.

Implemented marketing strategies which resulted in business growth of customer base. Entered numerical data into databases in a timely and accurate manner. Addressed and resolved customer product complaints empathetically and professionally. Effectively managed a high-volume of inbound and outbound customer calls. Answered a constant flow of customer calls with high vilume calls in queue. Defused volatile customer situations calmly and courteously. Accurately documented, researched and resolved customer service issues. Mastery of customer service management systems and databases. Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.

Identified chronic customer issues by creating and maintaining customer complaint log. Referred unresolved customer grievances to designated departments for further investigation. Resolved service, pricing and technical problems for customers by asking clear and specific questions. Acted professionally and patiently when addressing negative customer feedback. Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.

Jr. Analytics Mar 2012 - Jul 2012

Public Works and Government Services Halifax, NS

worked with and maintain classified data information as required for various team based projects for research, and development.

Supported Chief Operating Officer with daily operational functions. Obtained documents, clearances, certificates and approvals from local, state and federal agencies. Cultivated close working relationships with other municipalities and governmental agencies. Coordinated with systems partners to finalize designs and confirm requirements. Implemented company policies, technical procedures and standards for preserving the integrity and security of data, reports and access.

Managed creative projects from concept to completion while managing outside vendors. Scullery Technician Aug 2009 - Jul 2010

Jack Astor's Bar and Grill Dartmouth, NS

Wash and clean dishes, assisted in food preparation, and light janitorial duties. Trained kitchen staff on proper use of equipment, food handling, and portion sizing. Cleaned garbage cans with water or steam

Cleaned and sterilized equipment and facilities

Assisted in maintaining preparation and service areas in a sanitary condition Executed daily production lists and goals

Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.

Demolition Oct 2008 - Dec 2008

Enviro-Bate Inc Bedford, NS

General labourer- Deconstructing, and renovations in home and business environments. Prepared and cleaned construction sites by removing debris. Loaded and unloaded building materials used for construction. Removed damaged tile, brick and mortar.

Consistently assumed additional responsibilities and worked extended hours to meet project deadlines. Dug trenches, backfilled holes and compacted earth to prepare for new construction. Completed tear-down of existing structures and prepared for new construction. Demolition May 2008 - Oct 2008

Maritime Demolition ltd Burnside, NS

Completed tear-down of existing structures and prepared for new construction. Dug trenches, backfilled holes and compacted earth to prepare for new construction. Consistently assumed additional responsibilities and worked extended hours to meet project deadlines. Aided crews in joining, wrapping and sealing sections of pipe. Grill May 2008 - Jun 2008

McDonald's Halifax N.S

Consistently stayed under monthly controllable expense budget. Supported all kitchen operations when chef was absent. Ensured freshness of food and ingredients by checking for quality, keeping track of old and new items, and rotating stock

Executed daily production lists and goals

Filled beverage and ice dispensers

Inspected and cleaned food preparation areas to ensure safe and sanitary food-handling practices Placed food trays over food warmers for immediate service Cooked foodstuffs according to menus, special dietary or nutritional restrictions, and numbers of portions Displayed enthusiasm and knowledge about the restaurant's menu and products. Followed all safety and sanitation policies when handling food and beverage to uphold proper health standards.

Ensured food was stored and cooked at correct temperature education

Information systems specialist+: Information Technology 2014 Eastern College Cole Harbour District High School Halifax, NS Advanced coursework in Internet and Network Security

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