Data Entry Clerk

Susanne Kopacz

*** ******* *** ****

Winnipeg, Manitoba

R2C 0W8

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

Cell 204-***-****

Objective: I am a self-motivated professional with over 30 year’s of customer service experience. Able to quickly master new technology in a fast paced, deadline driven environment while balancing business needs with customer’s needs. Seeking a full-time opportunity with room for growth and advancement.

Computer Skills:

Office Tools (Outlook/Excel/Word/Publisher/PowerPoint/OneNote)

Shop PO Exception Viewer/ DIMS,RO’S and PO’s

TMT Transman / Road Calls / Shop Scheduler

Visual Dispatch/ File Maintenance

Kronos/ Citrix/ Dashboard /BPO/ CRM

Teams/ Zoom / Webex / Slack

Special Skills:

•Ability to multi task and manage competing priorities

•Ability to coach and lead in a team environment

•Excellent organizational skills with a strong attention to detail and good problem solving skills

•Supervisor = Sales and Service / Retention / Payments / Tier 1 Technical

•Show empathy, understanding and patients to customers needs and ability to deal with sensitive and stressful situations.

Work Experience:

Support Advisor, Concentrix = Nov 4 2024 - Current

Project = Avalon

•Work from Home

•Answer calls for technical support and media services

•Educate customers on products and services

•Answer questions about tv, music, fitness, health and third party apps

•Support questions and troubleshooting for cellular and wifi products from multiple providers

•Outbound calls and schedule call back

•Set up repairs or replacements

•Book store appointments

Supervisor/ Team Lead (Work from Home), TTEC = August 2021 - December 1 2023

Project = Verizon Wireless

•Virtual Call Center

•Develop and support a team of 20 - 26 through training, skill development, coaching, motivation, performance evaluation and clear communication of expectations on an ongoing basis.

•Monitor service levels, KPI's, work output and Quality Assurance results on a constant basis and take action when appropriate.

•Identify areas of opportunities for improvement in all aspects of the department. Propose solutions and help implement them.

•Monitor attendance and process bi-weekly payslips.

a.Troubleshooting account/device issues. Tier 1

b.Billing inquiring/ corrections as needed

c.Sales/Upselling

Breakdown Maintenance Coordinator, Bison Transport = June 9 2014 – October 2017

•Answer calls from drivers and vendors in a friendly manner

•Assist O/O’s, Carrier’s and Bison drivers with breakdowns by locating appropriate vendors in a cost effective way

•Work with OEM to ensure warranty when applicable (Freightliner, Volvo, Peterbilt, Carrier, ThermoKing, Manac etc.)

•Holding vendors accountable to pricing on negotiated quotes/ estimates

•Work in conjunction with Operations, Mechanics, Safety and Compliance, Truck & Trailer Planners, Warranty and Accidents & Claims when facilitating a breakdown

•Follow up with vendors on status of repair

•Create work and purchase orders

•Follow up on Invoices from vendors to complete work orders

Wireless Account Representative, MTS Allstream = October 2003 – August 2013

•Call Center

•Business/Consumer Transfer of Services

•Work Corporate Wireless Customer Agreements (WCA)

•Consumer /Business Credit Checks = Equifax/Trans Union

•Work weekly SAP report for the SAP Coordinator

•Various deadline driven reports as assigned by my Manager

•Inbound Sales & Service, Retention and Supervisor Duties

•Provide coaching to newly trained staff and those returning from extended leave

•Provide training to all CSR’s on new products and services as required

•Investigate and resolve complex customer concerns to ensure retention of customers

•Identify and recommend procedures/ process changes to increase efficiencies

•Create and update Excel Spreadsheets

•Develop training material for quick reference

•Negotiate adequate payment arrangements with clients

•Following up on account transactions

Corporate Sales Manager, Empowered Communications, Telus = 2002 – 2003

•Cellular sales and marketing

•Develop client base to increase sales revenue

•Maintain and service existing clients

•Develop Corporate Sales Team policies and procedures

•Hire and train new staff

Department Manager, PrairieMobile Communications, Rogers/Telus = 2001 - 2002

•Cellular Sales and marketing

•Open/close the department

•Customer service/relations

•Full administrative duties

•Hire/train new staff

Certificates/ Training:

WHMIS 2017, Time Management, Rational Selling Skills, Fundamental Selling Skills, Professional Selling Skills, Major Account Training and World Class Customer Service.

References:

Available upon request

Contact this candidate