Customer Service Representative

***-**** ******’S LINE BURLINGTON, ONT. L*M *V*

C:226-***-**** H:905-***-**** EMAIL: ******@****.***

FRANK BANOS

Summary:

Over 10 years of experience in customer service. 2 years in a management capacity

Actively managing teams of 15-25 direct reports

Provided hands-on and back end support during development of new call center teams

Extensive coaching experience, with emphasis on new agents

Experience in managing to operational goals such as Service Level Agreement (SLA), Average Handle Time (AHT), and Customer Satisfaction (CSAT).

Worked in Manila, Philippines from Nov/08 to Jan/09 training new agents as well as training supervisors for a new call centre.

Bilingual in English and Spanish

Work Experience

Customer Service Representative March 2015 – Oct 2016

Tandet National Lease Cambridge, Ontario

Handle incoming calls from truck drivers and their dispatchers when they need roadside service.

Gather all their information such as the problem they are having and location of the breakdown

Look up to see different vendors that provide required services in the area

Call different vendors and once service is secured, would than call the driver or contact their dispatcher via phone or email to provide them with an ETA as well as the company that is going to do the service cal.

Customer Service Representative May 2012 – May 2014

NCO Financial Services Brantford, Ontario

Responsible for setting up service call appointments, assisting with billing issues.

Assist in dealing with escalated customer issues.

Operations Supervisor Feb 2008 – May 2011

Arvato Digital Services Kitchener, Ontario

Managed a team of 15-25 front line customer service agents while ensuring their success by meeting assigned KPIs and helping the agents achieve their career goals.

Was assigned a mixture of tenured as well as new employees to help develop into strong customer service agents. Within a 3 month period I was able to improve my team’s AHT by 90 seconds, over all call work by 60% and help develop 3 of the agents into either a level 2 escalations or subject matter expert role

Monitored calls and provided feedback to direct reports

Handled all attendance, disciplinary and payroll issues for direct reports

Progressed up to a Supervisor through promotions within the company

Customer Service Representative Aug 2006 – Feb 2008

Arvato Digital Services Kitchener, Ontario

Handled a wide variety of troubleshooting for customers in regards to their console

Worked as an Escalation Specialist handling calls that had been escalated from tier 1 agents

Handled escalations where customers have contacted the client’s corporate office directly in regards to their problems and not being able to be supported through regular customer service or supervisors

Call Centre Agent/ Assistant Team Lead May 2004 – September 2006

Marusa Marketing, Cambridge, Ontario

Assisted Team Leads by help coaching their agents when dealing with escalations and processing high amount refunds that agents were not able to do on their own

Answering calls from customers in assisting them with any questions or concerns that they had and working with them to solve billing inquiries that they have regarding their cellular bills

Monitored calls and provided feedback to the appropriate supervisors

Customer Service/Shipper/Receiver February 2002 – May 2004

RMW Electric. Kitchener, Ontario

Processed orders for customers who brought in their tools to be repair

Followed up with customers regarding estimates and to see whether or not they wanted to go ahead and repair their power tools

Responsible for having shipments ready every morning for the various couriers to pick up and would process and stock all orders that were delivered on a daily basis.

Contact customers when their items were repaired and ready for pick up.

Process all warranty claims at the end of every month and sent them off to the appropriate manufacturers.

Customer Service Jan 2000 – Feb 2002

Jiffy Lube, Cambridge, Ontario

Greeted customers as they came in for their vehicle maintenance and would suggest service options

Performed light maintenance on vehicles such as changing the different fluids on their cars, recommending what should be replaced under their hoods and explaining what intervals different services should be done.

Trained new employees on what was required to do the job.

Computer Skills:

Proficient with Microsoft Office 2010

Working knowledge of Aspect 7.1.0.0 system management (Real Time Adherence, e-Workforce Management), Windows (XP and Vista), Witness, Qfiniti, CRM tools and Kronos Payroll System 5.0

Education:

Conestoga College, Kitchener, Ontario – Diploma in Business Management, May 1989

Ontario Business College, Guelph, Ontario- Diploma in Travel and Tourism, June 1991

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