Customer Service Care

RT

OBJECTIVE

To obtain a full-time position with a team oriented, customer driven company that will challenge me to utilize my experience, skills and knowledge as a seasoned professional with over 30 years of experience.

SKILLS

Leading teams of people

Contributing to team projects

Project Management and Planning

Proficient in MS Office

Meeting deadlines

Sound judgement and decision making

Complex problem solving

Public service

Very customer driven

Strong willingness to learn

Dedicated employee

Flexible to work environment

Dispatch / Field Tech Support

ROBYN TURLOCK

EXCELLENT CUSTOMER CARE TEAM LEADER TRAINER

EXPERIENCE

BUSINESS ADVISOR • SHAW COMMUNICATIONS • 2011-2016

Worked on a team where we were building a new billing system.

We would provide Analysts with procedures and information on how our current world worked.

We were also involved with the address portion for the new system working with municipalities and Canada Post to ensure we created correct addresses in the proper format for supplying Shaw Services and as well mailing out the invoice.

I continues to work with all customer care teams assisting them with any help needed to write work orders for customers or correct any billing on the account to satisfy the customers.

TEAM LEAD, APPLICATION SUPPORT • SHAW CABLE • 2004-2010

Lead the CBS Application Support Team and was responsible for testing new changes to be implemented into the Shaw Billing System. Worked night shift to implement these changes and tested the new changes during these shifts to make sure all changes worked correctly for Shaw Call Center and Business Teams. We provided Customer Care and Business Teams with the documentation on how the new changes would assist to make it easier to support the customer.

MANGER, BUSINESS & APPLICATION SUPPORT • SHAW CABLE • 1998-2003

Responsible for the staff that supports and resolves Shaw’s Billing and Customer Information Systems. We solved issues and assist staff with procedures and solutions.

This job also included managing the Desktop Services Team, provided all branches support with PC’s and software. Managed and coordinated the roll out of PC’s in all Shaw Branches.

When this project was completed we had removed and disposed all dummy terminals and each desk in Shaw had a personal computer setup and all staff was assigned a network logon.

TRAINER/APPLICATION SUPPORT • SHAW CABLE • 1995-1998

Responsible for training new employees and assisting branches with customer work order processes and provide practices that would service our customers best.

During this time we created a Call Center Helpdesk where end users email or phone with questions that they required assistance with to provide our customers excellent customer care.

OFFICE MANAGER • SHAW CABLE • 1990-1995

Managed the Shaw Business Office in Red Deer, AB

Trained staff on the system that we used to enter work orders, service calls and all customer information. Managed day to day customer issues, produced the month end reports, assisted with budgets, performed equipment audits, worked in the field so we had an understanding of the outside tech responsibilities, planned and launched “February Cable Months” and other staff functions. Created many new procedures that turned into excellent service for our customers and saved time for Shaw.

CUSTOMER SERVICE REPRESENTATIVE • SHAW CABLE • 1985-1990

First position with Shaw; I worked at the front retail counter providing quality customer service. Responsible for applying payments to customer accounts, explaining billing to customers, writing work orders to sell TV to new customers and as well to upgrade or downgrade customer accounts.

Responsible to lock doors and balance cash.

Received training for all other positions in the office, posting work orders, credit and collections, cleaned converters, sorted daily work and service calls for installers, managed radios when field techs called in and wrote up daily bank deposits.

EDUCATION

GRADE 12 GRADUATE • 1976 • BANFF COMPOSITE HIGH SCHOOL

MANAGEMENT TRAINING • 1985-2010 • SHAW CABLE

LEADERSHIP TRAINING • 1989-2012 • SHAW CABLE

VMS TRAINING • 1989-2016 • SHAW CABLE

VOLUNTEER EXPERIENCE

SHAW KIDS CHRISTMAS PARTIES

ALBERTA CHILDRENS RADIOTHON

CANADIAN OLYMPIANS FOUNDATION

SHAW CHARITY CLASSIC

SHAW COMMUNITY FUNDRAISER EVENTS

THE MUSTARD SEED

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