Representative Inbound Customer Service

ARLETTE HENRIQUEZ

*** ******** ***. ****, *******, ON M4P 1M3

(647) 217 – 9051

*************@*****.***

CUSTOMER SERVICE EXECUTIVE -SPANISH

PROFILE

An Administrative Professional with over 15 years of experience supporting clients and providing outstanding customer service, Hotel Hospitality work with Cleaning companies, welcomes responsibility and takes initiative to learn and contribute to organizational goals. Call centre customer service representative inbound outbound calls manage relations taking all types the calls including resolving customer complaints.

Excellent administrative skills: organizing, filing, preparing reports, writing business correspondence

Confident handling high call volumes in a professional manner.

Experienced using a variety of communication devices: 20 line switchboard, locating phone, radio and pagers, PH overhead paging system

Able to process large amounts of information, identifying specific details requiring action

People-oriented, providing support and guidance in an open and friendly manner

Technical skills: MS Word, Excel, MediTech database

WORK EXPERIENCE

Toronto Rehab Bickel Centre

Switch Board Operator

Provided responsive, customer-focused reception service and information

Received and re-directed incoming telephone calls and alerts

Used the overhead paging system to page and locate on-call Centre personnel staff and to declare emergency codes and other defined emergency announcements

Monitored fire alarm, wandering client alarm, duress alarms, museum alarm, boiler room alarm and the Closed Circuit Equipment System

Monitored the Closed Circuit Video Equipment System

fire alarm, wandering client alarm, duress alarms, museum alarm, boiler room alarm and the Closed Circuit Equipment System

Monitored the Closed Circuit Video Equipment System

Baycrest Centre for Geriatric Care

Communication Attendant

Provided responsive, customer-focused reception service and information

Received and re-directed incoming telephone calls and alerts

Used the overhead paging system to page and locate on-call Centre personnel staff and to declare emergency codes and other defined emergency announce fire alarm, wandering client alarm, duress alarms, museum alarm, boiler room alarm and the Closed Circuit Equipment System

Monitored the Closed Circuit Video Equipment System

fire alarm, wandering client alarm, duress alarms, museum alarm, boiler room alarm and the Closed Circuit Equipment System

Monitored the Closed Circuit Video Equipment System

fire alarm, wandering client alarm, duress alarms, museum alarm, boiler room alarm and the Closed Circuit Equipment System

Monitored the Closed Circuit Video Equipment System

Monitored fire alarm, wandering client alarm, duress alarms, museum alarm, boiler room alarm and the Closed Circuit Equipment System

Monitored the Closed Circuit Video Equipment System

Volunteered at the special holiday events for seniors

CIBC RETAIL OPERATION

Processing Clerk

Closed approximately 200 client accounts monthly, in response to Branch requests. Ensured accuracy of client information, checked account balances to confirm closing or transferred to collections and recorded closing balance.

Proficiently operated banking software, including Greens Sleeves, E-Fate, COINS and IPS. Became adept with new software programs

Assisted Loss Management Department (LMD) with loss management/prevention program files requiring investigation and provided information to LMD for follow-up

Recognized as a staff member who takes initiative

CIBC PERSONAL SERVICE CENTRE 1998-2003

Operations Assistant

Responded to customer requests for statement information. Ensured accuracy of data and provided necessary information to client branch or directly to clients

Provided support for Lights Out System ensuring all data and paperwork completed by the deadline

Processed information requests from customers, identifying exact issue and determining which department(s) needed to be involved in solving/responding to client needs

Maintained quality control for Retail Operations

EDUCATION

Currently enrolled in courses in Advanced Math and English with excellent ranking

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