Customer Service Representative

Millicent Green

647-***-**** ● *********.*******@*****.***

HIGHLIGHT OF QUALIFICATIONS

Customer Service Professional with 10 years experience providing exceptional customer service in fast paced call centre environments as a Technical Support Representative as well as a Customer Service Agent.

●Strong leadership, communication and interpersonal skills developed through years of working with the public

●People oriented team player, builds trust and works well with others to achieve a common goal

●High developed organizational and time management skills with ability to multi task

●Strong problem solver deals with clients on a daily basis and resolves any concerns or issues before escalation

●High energy, dynamic and a quick learner with strong problem solving skills

●Accountable can be relied upon to deliver quality results on time

●Experience performing administrative related duties

●Excellent Computer Skills MS Word, Excel, PowerPoint, Access and Internet

●Willingness to complete Life licence qualification programme

●Professional sales experience that demonstrates cross selling by meeting and exceeding targets

●Easy to build relationships and have a strong work ethic

●Listens well to establish understanding and trust, dedicated to find right solution to suits individual needs

PROFESSIONAL EXPERIENCE

Customer Service/ Dispatcher

AMS Concord, ON

July 2016 to Present

Receives and processes orders via telephone fax email, coordinates order placement and scheduling, ensuring on time shipments,ensuring pricing information is current,communicated, contacts customers regarding Accounts Receivable.

•Handle customer inquiries and resolves problems bringing resolution to quality issues in a timely manner to the satisfaction of the customer and management

•Demonstrates good independent judgement and discretion

•Makes interpretations and recommendations as appropriate resolves difficult and complex problems

•Confers with management as needed •Provides excellent customer service.

•Ensures proper closing of each transaction between locksmith and customer

•Responsible for quoting prices to customers

•Worked efficiently under limited supervision and in a cohesive team environment

Contact Agent Representative 2015 2015

Bank of Montreal, Mississauga

Working in a team environment at a very fast paced was able to multitask by looking up information on screen whiles speaking to customers on the telephone.

●Provided exceptional customer service, answering all incoming calls professionally and listening to and identifying the customers’ needs

●Served and delighted each customer during every interaction and executed financial transaction including deposits, withdrawals, bill payments, foreign currency requests and/or other account transactions in an efficient and professional manner

●Proactively demonstrated lobby leadership and educated the customers on self serve options available to them with the goal to deliver an enhanced customer experience

●Understood the customers’ needs through quality conversations and identified opportunities to promote the right financial products and services to meet their needs

●Referred customers to branch team members and partners for quality needs based conversations to explore customers financial needs and goals

●Maintained overall appearance and presentation of the branch

Millicent Green● 647-***-**** ● *********.*******@*****.*** ● page 2

Customer Service Representative 2014 2015

Aimia Loyalty, Toronto

Reporting to the Supervisor, Enhancement Services, accountable for retaining customers on behalf of key financial institutions including: BMO, CIBC, RBC, Presidents Choice, Scotia bank and MBNA.

●Achieved 34% retention rate in excess of target of 40% by leveraging strong communication and influencing skill

●Educated customers on key features and benefits identifying their unique needs and present the relevant advantage of their service

●Managed irate customers by listening carefully to their needs, demonstrating empathy and remaining calm under pressure to diffuse the situation and ensure customer satisfaction

●Quickly developed a rapport with customers and can be relied upon to provide excellent client service which lead to repeat customer visits

●Applied service oriented approach to create positive customer experience by understanding and meeting service transactions needs quickly, professionally and accurately

●Identified client needs and sale opportunities while processing transactions quickly and providing efficient service informed customer of special promotional items to increase sales

●Built relationships and loyalty with customers via friendly, efficient and high quality customer service

●Provided advice and training to users in response to identified difficulties

Customer Service Representative 2013 2014

PFS WEB Roots, Richmond Hill

●Provided customer support to Roots customers with online credit card issues in an inbound call centre environment

●Resolved issues quickly and effectively for the customers

●Communicated electronically and over the phone with computer users

●Took credit card information from customers in compliance with security procedures and regulations

Technical Service Agent 2008 2011

Shaw Communications, Mississauga

●Consulted user guides, technical manuals and other documents to research and implement solutions

●Collected, organized and maintained problems and solutions log for use by other user

Millicent Green● 647-***-**** ● *********.*******@*****.*** ● page 3

●Delivered service and support to end users using and operating automated call distribution phone software, via remote connection or over the Internet

●Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services

●Gathered customer’s information and determined the issue by evaluating and analyzing the symptoms

●Diagnosed and resolved technical hardware and software issues involving internet connectivity, IPTV, and VOIP

●Researched required information using available resources

●Identified and escalated priority issues as per client specification

●Redirected problems to appropriate resources

●Accurately processed and recorded call transactions using a computer and designated tracking software

●Offered alternative solutions where appropriate with the objective of retaining customers’ and clients’ business

●Organized ideas and communicated oral messages appropriate to listeners and situations

●Followed up and made scheduled call backs to customers where necessary

●Stayed current with system information, changes and updated users

●Actively participated in regular coaching sessions and team meetings

OTHER PROFESSIONAL EXPERIENCE

Customer Service Representative 2006 2008

Gemma Communications, North York

Customer Service Representative Outbound 2003 2006

Sitel Call Centre, Toronto

EDUCATION AND TRAINING

In House Training, Customer Programs and Service, AIMIA, 2014

Sales Training, Jamaica, 2002

Recipient of a Customer Service Certificate acknowledging excellence in

Customer Service Delivery, Community, Jamaica, 2001

Successfully completed High School

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