Customer Service Experience

Customer Service representative

Areas of Focus: Excellent Customer Experience Sales problem Management and Resolution

Qualifications Profile

Results-driven and goal-oriented professional, offering extensive experience in Customer Service that require excellent customer experience, strategic selling and effective problem management and resolution to ensure the highest quality of service and product delivery. Expert at engaging customer in conversations identifying their needs at the onset that provides for opportunities to promote products and services that benefit the customer. Known for building and cultivating relationships with professionals of all levels as well as fostering collaborative team environment to ensure seamless workflow coordination. Equipped with strong analytical, problem resolution, judgment and decision-making capabilities.

Areas of Expertise

Customer Experience Model (CEM)

Product knowledge and promotion

Sales Strategy

Effective problem management and resolution

Cross-selling

Maintains Professional Manner

Empathy and Compassion

Professional Experience

Digital Care Consultant

(High Risk Wireless Retention)

Rogers Communications Inc. July 2019 to March 2022

Delivers world class customer service with a variety of Rogers wireless customers by connecting and building rapport; understanding their needs/concerns; offering the best solution to suit their needs and; earn the right to sell Rogers products and services. Current achievements scores:

oOwn the Experience (OTE) score to date is 90.60%

oSingle digit overage of 5.52

oCOMPAS score = 9

Contact Centre Specialist

Scotiabank – 1995 to 2006

Responds/Handles inbound telephone calls with utmost courtesy and professionalism by using the Customer Experience Model (CEM) at all times.

Identifies customer needs by engaging them in conversation; asking open-ended questions to understand their needs and offer products and services that will best suit their needs including cross-sell opportunities.

Meets set quotas on sales and referrals.

Aims for first call resolutions by providing simple step- by-step instructions that may resolve the problem.

Escalates call promptly to second level and/or technical supports as required.

Conducts outbound calls to promote and sell bank products and services.

Ensures that all Contact Centre rules and policies are consistently followed such as adherence to schedule and time and readiness to take customer calls;

Attends and participates in in-house/internal effective customer service workshops and seminars for continuous improvement of customer service and interpersonal skills.

Participates in Call Coaching with the Team Manager on a regular basis to ensure consistent delivery of effective customer service.

Customer Service Representative

Ontario Public Service – Personal Property Security Registration Branch – 1983-2018

Responds/Handles inbound telephone calls with utmost courtesy and professionalism.

Aims for first call resolutions by providing accurate information on registered liens.

Ensures proper knowledge regarding the Personal Property Security Act (PPSA), a legislative act regarding liens on personal properties are properly relayed to customers as enquired.

Attends and participates in in-house/internal effective customer service workshops and seminars for continuous improvement of customer service and interpersonal skills.

Branch Clerk/Teller

Equitable Philippine Commercial International (PCI) Bank – Manila Philippines

Handled client deposits, withdrawals and various clerical services at the Branch.

Ensured proper reconciliations of transactions at the end of each day.

Assisted in the cash counts at the end of each business day.

Maintained files and records.

Education

University Degree in Professional Accountancy

Polytechnic University of the Philippines – Manila, Philippines

Activities

Volunteer, Out of the Cold Program, Toronto

Volunteer, Abilities Centre, Whitby

Technical Acumen

Software:

Office 365 and various Microsoft Suite (PowerPoint, Visio, Project, Excel, Outlook and Word) Skype for Business WebEx Incident Management Tools (BMC Remedy, eSMT) SharePoint and Web Portals Mainframe System: Resource Access Control Facility (RACF) TN3270 Emulator

Hardware:

PC/Laptop Administration Application Installation Security Installation/Updates

Internet/Intranet:

Search Engines Research and Surveys Webinars Livestreaming Downloading/Uploading App Installations Smart Phones and Mobile Apps Social Media User

References

Available upon request

Contact this candidate