Customer Service Leader with Education Background

Briar Jansons *********@*****.*** • 276-***-****

Customer Service Supervisor LinkedIn • Stuart, VA 24171

People-centric specialist with hands-on experience delivering excellent customer service across fast-paced environments. Professional, positive, and willing to go the extra mile for clients. Training and Leadership experience, raising compliance and consistency by 25%. Improved efficiency by 15% or more in all positions. Maintained 98% customer satisfaction rating in all client-facing roles. Looking to leverage education and skills into career success.

Areas of Expertise

•Customer Support & Interaction

•Facebook and Instagram

•Client Relationship Building

•Product Knowledge

•Time Management

• Resolve Issues

•Policy & Procedure Development

•Diversity, Equity, & Inclusion

•Compliance

Professional Experience

Customer Service Specialist (Remote) – Fitness, American Specialty Health August 2024 – Present

Providing exceptional client care in the areas of insurance benefits, health plans, and benefit billing details. Maintained metrics in accuracy, conformance, and service.

•Achieved a KJA standard of Outstanding in every area

•Nominated for Corporate Customer Service Award in first quarter of employment

•Chosen as New Hire mentor for incoming call-center team

•Improved accuracy and efficiency in process articles for training

•Consistent handled call volume of 60+ calls per day

•Managed customer complaint logs within quick turnaround metric

•Exceled in use of Genesys, Teams, Outlook, and other programs

•Responsible for tracking logs, client follow-ups, and inter-team communication

Customer Experience Associate, TD Bank Kingsville, Ontario March 2023 - April 2024

Offered exceptional customer service, leading to significant branch development and increased regional standing. Line leader, and program specialist. Supervisor trainee.

Customer-Facing Support

•Achieved a Legendary Experience Index rating over 100% by providing excellent customer service

•Improved branch Day to Day success rankings by 30% per quarter through excellence in transaction protocol

•Mastered all banking programs with high technical competence, including DOS administration application and CRM programs

•Increased investment branch referral percentage by 300% per quarter, generating over $300,000 in referral clients through email and direct consultation

•Attained a Day-to-Day score of 200% and higher through deep knowledge of all business and banking products

•Maintained consistent compliance with a team of 5 to all banking regulations while Resolving Issues

•Granted 8 employee recognition awards for excellency at Customer Service

Fraud Prevention

•Analyzed customer interactions without prejudice or bias to identifying potentially fraudulent transactions

•Facilitated customer confidence by maintaining privacy and security in accounts, resulting in a 40% reduction in account breaches

Executive Skills Coach, Tutor Doctors Jan 2023 - April 2024

One-on-one online coaching for people aged 13-25 in executive functioning skills, including organizational skills, prioritizing tasks, and internal motivation

•Instructed students on organizational calendars, teaching systems for task prioritization, helping clients achieve a 50% increase in available productive time

•Implemented empathetic listening and client counseling skills for a 90% positive approval rating

•Educated clients on effective communication, allowing for an 80% increase in confidence

•Developed weekly reports to managers and clients, curriculum development, program support

IPM Team Supervisor and Program Assistant, Golden Acre Farms, Kingsville, ON Sept 2020 – Dec 2022

Aided management in all aspects of administration. Spearheaded over 50 technical writing projects to deliver information regarding specialized topics. Maintained a clear and concise line of communication between scout team of 6 and upper management by facilitating as liaison

•Provided training, leadership, oversight, and mentorship for Scout Team

•Evaluated data about the IPM program and improved effectiveness and employee retention by 100%

•Drove program efficiency while facilitating management and ensuring compliance with set policies and procedures, increasing accuracy by 30%

•Automated systems for increased accuracy and efficiency, including Excel sheets, filing, and team communication, reducing over 150 of hours of work per season

•Advanced use of Microsoft Office applications Excel, Word, Outlook

Special Services Supervisor, Décor, The Home Depot, Windsor, ON March 2017 – July 2020

•Enabled company to achieve top three sales position, 1st place in region by demonstrating high degree of professionalism

•Expert at proprietary CRM (Customer Relationship Management) program, Salesforce equivalent

•Acted as Service Desk Specialist and Call Center director during Covid 19

•Onboarded and coached 5 new employees to improve organizational excellence

•Influenced executive management with policy and procedural input to increase retention by 10%

Affiliations

Board of Directors, Rotary Club of Windsor-Roseland, Windsor, ON

New Generations Director Interact Chair, Youth Exchange Officer Founder of the Young Rotary Leaders of Windsor-Roseland Finalist in Major Project Proposal for Water and Environmental project Managed social media communications on Facebook

Education & Credentials

Bachelor of Arts, Double Major in English and History University of Hertfordshire, Hatfield, UK

Distinction Honours

Bachelor of Education in English and History University of Toronto, Toronto, ON

Intermediate/ Senior Division Special Program for Teaching Students of High Academic Potential

Certifications

Ontario College of Teachers, Intermediate and Secondary Education

Certified Worker Health and Safety Committee Joint Chair

Certified Department Supervisor Specialist

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