Customer Care Agent, Subject Matter Expert

Catherine (Cara) Nicholson

Calgary, Alberta

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

PHONE-403-***-****

LOYALTY/ CONFIDENCE/ INTEGRITY

PROFILE

I am a mom of 2 teenagers who has worked in the Customer Service Industry for more the 20 years. I am personable and loyal to any company I have ever worked within.

I strive to reach goals and set more for myself on a daily basis. I love working with people and coming up with the best possible solutions, to solve issues and concerns in a manner that works for all.

KEY SKILLS

- Natural people person

- Eloquent and clear speech

- Adapt to changing situations quickly and efficiently

- Looking at everything that encompasses a situation and problem solving with all information and efficiecny.

- Self Motivated

- Time Management

EXPERIENCE

HGS CANADA, Calgary, Alberta

HGS is a subcontractor for various companies specializing in customer care.

ROGERS TOGETHER WITH SHAW, CSR SUPPORT (2023)

Support for Shaw Customer Care Agents throughout the day on calls they may need some extra assistance with.

- Assist in ensuring great customer service is achieved

- Assist in DE-escalating situations, and taking over call if de-escalation techniques do not work.

- Being familiar with the tools to support agents

- Educating agents on how to perform unfamiliar tasks both efficiently and calmly

- Escalation Certified. Able to take calls that escalate over a call agent

- Assist team leads with closing procedures

- Completing end of day reports and maintaining a record of calls

- 2023 am also on On the Job (OJT) Support for new classes of agents moving to production floor, as well as a production floor support agent.

ROGERS TOGETHER WITH SHAW, Customer Service Representative (2022)

Providing customer service at the highest level ensuring customer satisfaction and retention.

- Create and handle accounts and payments.

- DE-escalate situations

- Supporting my team mates to ensure all around great customer service and well as job morale.

- Maintaining a kind and open relationship with other departments to ensure customer service.

- Was part of a Mentor ship Program for new agents in training

- Calls were recorded for training purposes.

JJ’S NEIGHBOURHOOD PUB, Manager/Server/Bartender (2015-2020)

- Handled daily/weekly cash outs, as well as VLTs.

- Maintained a clean safe and productive environment

- Basic cooking (was able and cook and plate menu items to ensure service when short handed)

- VLT maintenance

- PR for company

- Liaison between ownership and other companies

- Liaison between ownership, customers and staff

- Responsible for scheduling, booking and staffing

- Responsible for staff of upwards of 5 people

- Ensuring Customer Satisfaction and Return

- Seeing and DE-escalating situations before they got out of hand.

PLATOS BAR AND GRILL, BARTENDER/SERVER (2010-2015)

- Maintained a clean safe and productive environment

- Handled nightly cash outs

- Liaison between ownership and clientele

- Ensuring Customer Satisfaction and Return

- VLT maintenance and cash outs

- DE-escalating situations before they got out of hand

OTHER PLACES OF EMPLOYMENT PREVIOUS TO 2010

- BALLYS BAR AND GRILL, PT MANAGER/SERVER AND BARTENDER, CALGARY, ALBERTA

- CABOTLAND/REDBARN, SERVER/CASHIER/CLERK, NOVA SCOTIA

- KINDERHOUSE PROJECT, ASSISTANT DIRECTOR, BADDECK, NOVA SCOTIA

- BADDECK NURSERY SCHOOL, DIRECTOR, NOVA SCOTIA

- CONVERGYS CALL CENTER, INBOUND CALL AGENT, NOVA SCOTIA

EDUCATION

INSTITUTE FOR EARLY CHILDHOOD EDUCATION AND DEVELOPMENTAL SERVICES (NOW KNOWN AS IHS – INSTITUTE FOR HUMAN SERVICES) TRURO, NOVA SCOTIA

- DIPLOMA OF YOUTH WORK WITH AN ASSOCIATE IN SPECIAL EDUCATION (2001)

HOBBIES AND INTERESTS

Outside of work I will be found with my family. We are a family of 5, myself my partner, two pre teens and my elderly father-in law. Sports and school events with the children is where we are with most freetime, daughter plays for Westhills Fast Pitch and my son is with the Wildcats Football. If I am not with my children or partner I am nose in a book, any book any genre.

THANK YOU FOR YOUR TIME AND CONSIDERATION, GREATLY APPRECIATED.

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