Customer Service Representative
Resume:
Career Objectives
To obtain a challenging position that will enable me to use my skill and knowledge. Key Skills
● Demonstrated track record of providing excellent customer service.
● Able to identify customer issues, clarify information, and resolve escalating conflicts.
● Ability to remain calm in high stress situations and maintain a flexible attitude.
● Highly developed management, delegation, and business etiquette skills.
● Excellent inter-personal skills and the ability to communicate clearly.
● Experienced in training and monitoring development of employees.
● Computer skills include: Word, Excel, PowerPoint, Outlook, Connect, S.A.P and Adobe software. J2 GLOBAL COMMUNICATIONS/CLOUD SERVICES
Customer Service Specialist II
● Respond to email tickets, phone calls and live chats to assist customers with a broad range of technical and cloud services.
● Track incidents in help desk ticketing system.
● Perform other various assigned tasks, such as document creation, staff and customer training, process improvement, and product testing.
● Sell cloud service products and meet sales targets.
● Aid with social media-porting and online chat when required.
● Exercise knowledge on internet protocols such as TCP/IP, DNS, FTP, and SSL. July 2014 –
present
FUEL INDUSTRIES (Work From Home Remote Agent)
Youth Engagement Division, Game Moderator
● Moderate online virtual gaming world with over 1 million gamers for children ages 4-12.
● Intervene with appropriate action when gamers violate behavioural framework of game.
● Review chat-logs, answer parent/children emails, and monitor website.
● Troubleshoot technical difficulties and inform users during outages and update periods.
● Offer feedback and ideas on how to build and better the world to game director.
● Mentor children on important topics such as bullying, dating, friendship, etc. August 2010 –
Febuary 2014
YOUR CREDIT UNION YCU CO-OP BANK
Financial Service Representative
● Responsible for daily member transactions, balancing, and ATM transactions
● Accessing the financial needs of members for loans, mortgages and RSPs.
● Performed customer service and reception duties for fast-paced online banking.
● Prepared foreign drafts and Canadian Money Orders for members.
● Promoted and processed travel insurance and Cuets MasterCard. October 2011 –
January 2013
Contact
**********@*****.***
2570 Southvale Cres.
Ottawa, ON K1B 5B7
Kerry M. Dean
Kerry M. Dean Page 2 of 2
BANK OF AMERICA, CUETS CANADA
Banking Consultant
● Assisted and educated clients in accordance with Credit Union Bank of America procedures.
● Evaluated customer accounts to develop solutions to maximize client banking transactions.
● Marketed and sold bank products according to customer’s needs.
● Performed credit evaluations and identified bank risks.
● Managed incoming calls and emails in a high call volume environment. November 2009 –
November 2010
(contract)
OTTAWA FESTIVALS
Youth Volunteers and Stage Coordinator
● Responsible for 110 stage acts and 60 volunteers for an 11 day-long Ottawa event.
● Managed the recruiting, reviewing, signing, and scheduling of performer’s stage acts.
● Responsible for volunteer recruiting, scheduling, orientation and training.
● Special events planning for Sponsor’s Dinner and Volunteer Certificate Evening Gala. March 2009
(contract)
ADOBE SYSTEMS INC.
Customer Service Project Manager
● Implemented new Concierge Desk Team for the Live Cycle Enterprise Team.
● Supported case logging and assignment for the Live Cycle technicians.
● Managed Enterprise Technical Support Project email to ensure proper routing of emails.
● Identified cases/issues that need immediate action from a support consultant.
● Prioritized duties based on criteria from the support team and utilized in new S.A.P system.
● Followed established processes and policies in all customer interactions and escalations. January 2008 –
January 2009
(contract)
DIRECT ENERGY, iSMART CENTRE
Facility Manager
● Facilitated management project with Sobeys, RONA, Tim Horton’s, Sears, and Zellers.
● Organized new procedures and project management directives.
● Trained contractors remotely and supervised the completion of new work orders.
● Provided feedback to management to streamline the client support network. July 2007 –
January 2008
ROGERS COMMUNICATIONS
Customer Service Representative
● Satisfied customer inquiries in a call centre atmosphere.
● Maintained/verified account activity.
● Designed customised service combinations for individual clients based on their needs.
● Troubleshot and performed technical support duties.
● Actively promoted new products and services.
March 2001 –
June 2007
Education and Additional Training
Certification in Volunteer Coordinating and Event Planning/Job Creation Partnership Ottawa, 2009 Customer Service Training Camp /Skills Program Ontario Works/Enterprise Team Ottawa, 2008 Health and Fitness Assessment Certificate Program/Algonquin College Ottawa, 2006 Employment Counselling Certificate; 6 courses obtained toward completion Sir Sanford Fleming College
Peterborough, 2000
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