Customer Service Representative

IAN YOULON

*************@*****.*** +1-647-***-**** Oshawa, ON

SUMMARY

A personable, professional Customer Service Specialist with over 25 years of experience. Key strengths include phone etiquette, selling strategies, and information management. Committed to building strong rapport with customers and highlighting products and services value that matches their needs.

HIGHLIGHTS OF QUALIFICATIONS

•Maximized satisfaction by providing excellent customer service, resulting in increased sales and customer retention.

•Managed high-volume work under pressure, ensuring timely completion and maintaining excellent quality.

•Utilized Microsoft Office suite and Skype to enhance productivity and communication.

•Demonstrated reliability and punctuality, contributing to a positive team environment.

•Adapted to flexible shifts and filled in for others when necessary, ensuring seamless operations.

•Maintained detailed records of customer interactions, inquiries, and actions taken, improving customer service quality.

•Leveraged cold calling and soft upselling skills to boost sales while maintaining a pleasant telephone manner.

•Exhibited self-discipline and skill in building and retaining customer relationships, enhancing the

company’s reputation.

WORK EXPERIENCE

Customer Service and Support Representative TSC Mar2023 - Jun2023

•Received Inbound calls and provided information to customers

•Demonstrated sales and soft upselling strategies

•Processed returns and exchanges

•Reset password and set up online profile

•Responsible for troubleshooting online issues

•Resolved delivery and missing orders

•Provided general information

•Demonstrated efficient multitasking

Customer Service Representative Sitel Group – Colorado Apr2022 - Jan2023

Conducted inbound calls, providing prompt and efficient service to customers.

•Promoted products and services to eligible customers, driving sales growth.

•Troubleshot common technical issues, ensuring customer satisfaction and service continuity

•Demonstrated empathy in customer interactions, enhancing customer relationships and brand loyalty

Customer Service Representative Shaw Communications - Toronto, ON Nov2021 - Feb2022

•Handled inbound calls, and provided prompt and efficient service to customers

•Operated as a Level 1 Tech, resolved technical issues and ensured customer satisfaction

•Contributed to customer loyalty, enhancing the company’s reputation and customer retention

IAN YOULON

*************@*****.*** +1-647-***-**** Oshawa, ON

(Continued)

Customer Service Representative Cloud5 Communications - Brunswick, NB Jul2020 - Nov2021

•Handled inbound calls from a US client, providing efficient and effective customer service

•Completed a three-week training course, enhancing my skills and knowledge as a Tier 2 agent

•Managed back-office assignments, contributing to the smooth operation of the company

•Volunteered for additional shifts as needed, demonstrating flexibility and commitment to the

company’s needs

•Resolved escalated account issues

•provide general information

Customer Service Representative S&P Data - Toronto, ON Nov2019 - Feb2020

Conducted inbound calls

Resolved billing issues

Improved sales and used upselling strategies

Provided general information to customers

Customer Service Associate Bill Gosling Outsourcing - Toronto, ON Jan2018 - Nov2019

•Conducted outbound and inbound calls in a friendly and professional manner, enhancing customer relationships.

•Made collection calls for auto loans for American customers, ensuring timely payment and reducing delinquency.

•Established extensions and payment plans, assisting customers in financial hardship and improving account status.

•Set up debit card and cheque payments over the phone, providing convenient payment options for customers.

EDUCATION

Diploma in Marketing

George Brown College - Toronto, ON

Diploma in Retail Management

Algonquin College - Ottawa, ON

High School Diploma

Asbury College - Ottawa, On

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