Customer Service Account Management

Stephen Emery

Senior Customer Service Representative Specialist

604-***-**** ***************@*****.*** linkedin.com/in/stephencemery

Seasoned customer service representative professional with over 20 years of diverse customer service experience across multiple industries, including e-commerce, & retail, demonstrating exceptional organizational skills, attention to detail, and innovative problem-solving abilities. Recognized for outstanding service with Kudos awards from PayPal/Hyperwallet and eBay. Adept at empathetic communication and renowned for dependability, with a robust work ethic driving consistent excellence. Highlights of expertise include eight years of supervisory experience, coupled with extensive knowledge in financial technology payment services, CRM software, and sales.

Core Expertise

Interpersonal Skills- Active Listening, Conflict Resolution, Empathy, Problem Solving, Screening, identify and resolve issues

Software- Basic Excel, Intermediate Outlook & Microsoft Word, Simply Accounting, CRM Systems, Ticketing Systems

Sales- Cross-Selling / Up-Selling, Telesales, Technical Product & Industry knowledge

Customer Service Experience

CUSTOMER SERVICE REPRESENTATIVE PayPal/ Hyperwallet (Remote) 2019- 2024

Spearheaded all customer service representative (CSR) duties relating to account management, with in-depth knowledge of global multi-level marketing companies commission structures and product insights, proactively addressing client concerns and inquiries, fostering positive relationships with client companies.

Recognized with multiple number of Kudos awards from peers and management for outstanding customer service

Provided prompt and effective assistance to diverse customers via chat and email, resolving issues related to pay portals and fund accessibility such as fraud on prepaid card, ensuring seamless financial transactions.

Guided customers step-by-step through fund transfer processes to various holding methods, including bank accounts, prepaid cards, and PayPal, enhancing user experience and satisfaction.

Providing excellent Account Management for the customer. Educating them on how to use their account & the services offered to enhance their positive experience.

SITE MANAGER Sentinel Storage, Coquitlam 2018-2019

Achieve financial goals by accurately managing cash and balancing receipts, pursuing collections, posting payments and processing daily bank deposits accurately and timely.

Maximize sales objectives with each prospective customer via the phone, web or in person at my location.

Continuing to raise the standard of customer service expected with the company’s retailers as well as the general public when dealing with troubleshooting issues.

Ensuring to practice exceptional customer service by welcoming future and current customers in a friendly, enthusiastic and professional manner

CUSTOMER SERVICE REPRESENTATIVE TreO, Coquitlam 2014-2018

Proficiently navigate TreO tolling policies and procedures, educating customers on diverse options to optimize their experience.

Handled high-volume incoming calls averaging X per day and provide expert assistance with TreO accounts, adeptly troubleshooting issues and addressing inquiries.

Facilitated seamless transactions by processing online payments and guiding customers through payment options, consistently exceeding customer service standards.

Account Management – Explaining the options available in their account & how to use their account more effectively.

RETAIL SALES SUPERVISR London Drugs, Burnaby 2013-2014

Orient, Train, Monitor & Coach Staff and provide direction for the further improvement of the customer’s experience.

Perform product inventory in accordance with established policies and maintains related records.

Greet and assist customers with product selection and ensuring a positive “Moment of Truth” experience.

Responsible for Opening & closing the store & performing duties such as placing and removing signage, Opening and closing tills, unlocking and securing the store

Operating the P.O.S Systems and processes cash, debit card, and credit card sale transactions. Also responsible for authorizing returns outside normal London Drugs parameters

SENIOR CUSTOMER SERVICE REPRESENTATIVE / ADMINISTRATIVE ASSISTANT Evolution Technologies, Coquitlam 2011-2013

Efficiently handled incoming calls, process orders, and address inquiries from both retailers and customers, ensuring prompt resolution and satisfaction.

Provided comprehensive product knowledge, including differences between product lines and technical details, to enhance customer understanding.

Managed warranty issues and facilitate return authorizations, maintaining proactive communication with retailers and customers to ensure seamless resolution and adherence to quality standards, while continually striving to elevate the standard of customer service.

Responsible for Invoicing/Billing retailers for walkers purchased. Following up with overdue accounts.

Responsible for placing orders with Manufacturer when walker stock needed replenishment.

CUSTOMER SERVICE SUPERVISOR Smithrite Disposal, Coquitlam 2010-2011

Led CSR team of X staff, enhancing customer service through coaching and training, while promoting professionalism in phone interactions.

Educated customers on waste removal options, ensuring tailored solutions and informed decisions.

Ensured customer satisfaction and uphold industry standards by implementing thorough follow-up procedures and maintaining company integrity.

CUSTOMER SERVICE TEACHING CONSULTANT DiverseCity Community Resource Center, Surrey 2009-2010

Trained over 75 new Canadian immigrants on essential customer service principles and POS system operations to ease their transition into the workforce.

Delivered instruction on conflict resolution techniques, emphasizing effective communication and de-escalation strategies to manage challenging customer interactions.

Educated individuals on cash handling best practices, safety protocols, and the importance of customer-centric service, while also providing insights into the sales process for success in retail.

CUSTOMER SERVICE SPECIALIST eBay Inc, Burnaby 2007-2009

Demonstrated mastery of eBay and PayPal platforms, adeptly navigating policies and functionalities to optimize user experience and ensure compliance across Canadian and US markets.

Awarded Kudos awards from team and management for exemplary customer service

Expertly managed customer service responsibilities, promptly addressing inquiries and resolving issues to enhance member satisfaction and uphold platform integrity.

Provided comprehensive support through accurate data entry, meticulous issue documentation, and proactive education on policy guidelines, fostering a positive and compliant trading environment for eBay members.

Providing support using Account Management to educate customers & explain various options available to them regarding their eBay account.

CUSTOMER SERVICE SUPERVISOR Husky, Maple Ridge 2005-2007

Responsible for interviewing & recommendations for possible new hires to my Manager. Trained new staff on basic operations & CSR related duties, over saw junior staff.

Coached staff when needed on how to improve performance, carried out disciplinary action when required. Also strong understanding of Loss Prevention Techniques.

Responsible for all POS related operations & Cashiering responsibilities, as well as training new & junior staff in these areas

Used Positive Reinforcement constantly to help improve staff’s opinion of their performance.

Recommended deserving staff of special awards or promotions were it was warranted.

Orderly/Personal Care Aid-Montreal Jewish General Hospital, Montreal QC 1996- 2003

● Responsible for all aspects of daily patient care.

● Administered treatments as directed by the Nurse of Physician.

● Observe patients conditions, immediately reporting any changes to attending nurse.

● Maintain inventory by storing, preparing & issuing supplies as needed.

● Used empathy to comfort families when dealing with the illness/death of a loved one.

● Utilizing conflict resolution techniques and physical as well as non-physical methods of

intervention during episodes of crisis or Code White situations.

Additional Experience:

Site Manager, Sentinel Storage

Customer Service Supervisor, Husky Energy

Orderly/Personal Care Aid, Montreal Jewish General Hospital

Education & Training

Health Care & Orderly Certification, Pearson Adult & Career Center Montreal

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