Motivated Customer Service Specialist Seeking Growth
Resume:
Alex Lozano
Customer Service Representative
*-**** *********** ***** ****; Nepean, ON K2E 6J5
****.*.******@*****.***
I am a highly motivated professional seeking a dynamic and challenging position, where I can integrate my previous customer service experience while acquiring new and valuable skills.
Personal Details
Highest Level of Education: DCS / DEC
Work Experience
Branch Floater
Chit Chats Express, Inc. Canada-Ottawa, ON
December 2025-present
- Greet customers while representing Chit Chats’ brand and values.
- Interacts and develops a positive rapport with customers and represents the company in a professional manner while taking every opportunity to build our business
- Responsible for the cleanliness, safety, and organization of the branch
- Some receptions and administrative duties and the ability to handle all customer inquiries via telephone, email and face to face
- Offer consultative service, answer questions and make product and service recommendations.
- Process shipments meticulously including scanning, sorting and loading onto skids.
- Take inventory and place orders for supplies.
- Maintain incoming and outgoing client returns.
- Ensure the compliance of shipments and reviews are completed thoroughly and accurately
- Responsible for educating clients on shipment compliance needs (Canadian, US, Internationally re: restrictions, weight, dims, packaging)
- Ensure batch accuracy during processing and uses the appropriate indicators for batch identification
- Responsible for complete BOL- should be true and accurate
- Must possess the ability to provide proper and appropriate documentation/escalation of shipment and client challenges or inquires
- Ensure shipment processing and compliance reviews are completed within a timely manner
- Must support Drivers with loading and unloading freight.
- Perform fulfillment tasks as needed (picking, packing, shipping, charging etc.) from within the Branch.
- Additional responsibilities as required
- Help assist the branches when they are short staff.
- Responsible to ensure full compliance with all company safety and risk management policies and procedures
- Open and close branches when needed.
- Follow company policies and procedures to a T.
- Follow compliance procedures.
- Contribute to a log of escalations and provide summary reports to management.
- Help teammates to ensure effective and low-cost procedures.
- Maintain good communication between team members.
- Extra tasks or projects from time to time.
CSR - Customer Service Representative
Maximus Services Canada-Ottawa, ON
February 2024 to April 2025
Answer phone calls efficiently to support the organization’s targets, while meeting quality guidelines.
Understand and comply with the organizations, legislated and client policies and work procedures accurately to provide excellent customer service.
Adhere to your work commitment and daily schedule so that the organization can meet its business goals efficiently and reliably.
Manage your interactions with callers, clients and colleagues respectfully, collaboratively and professionally to contribute to a harmonious, productive work environment.
Worked on the Sun Life Financial/government project for the Canadian Dental Care Plan and Elections Canada
Customer Service Representative
Tech Mahindra-Ottawa, ON
September 2023 to February 2024
Responding to calls from customers who have questions regarding wireless phone service (Rogers & Fido), billing, account information, password resets, etc.
Responding to chat or email queries from customers with account or technical related questions as needed.
Documenting customer issues in the client system and updating customer information.
Following outlines processes to resolve customer technical issues, or complaints, in a timely manner. Additional duties as needed in situation.
Customer Service Representative
Highbridge Construction-Ottawa, ON
August 2021 to February 2023
• Respond to client inquiries in a pleasant, courteous, professional and well-informed manner.
•Fielding sales calls, identifying clients’ needs and converting leads to appointments
•Following up with leads via phone and email
•Responsible for coordinating, scheduling and confirming all appointments for estimators
•Responsible for lead tracking and data entry
•Achieve quality service by accurately assessing and responding to clients needs, using sound
judgment and flexibility when recommending appropriate options/solutions. This may entail identifying and resolving complaints, influencing to achieve a mutually satisfactory solution and following escalation protocol, as appropriate.
•Fulfill clients expectations in a manner that complies with policies, practices and procedures.
•Accurately complete appropriate documentation for each interaction, and wrap up calls by inputting
data, sending messages to appropriate third parties (e.g., business partners) when required
•Participate in team meetings.
•Take initiative on learning opportunities.
•Participate in continuous improvements, with focus on excellent client service.
•Trained in use of CRM softwares Buildertrend and Pipedrive, and softphone Telus Business Connect
•Worked overtime when needed, even though not required, awarded bonus for going the extra mile
CS Specialist I
j2 Global Canada, Inc-Nepean, ON
July 2013 to August 2021
Answering customers' technical/billing calls and emails efficiently, accurately and in a professional manner using excellent customer service skills; to retaining customers or checking for potential fraud;
Assume responsibility for learning, in detail, about company products and using this knowledge to solve customers' technical problems and seeing these through to completion;
Upholding client work schedule and service level requirements;
Scanned records of all customer calls and sharing troubleshooting aids to assist colleagues in solving problems for the future;
Cross selling and informing customers of additional products and service;
In charge of providing comprehensive quality feedback and suggestions on training needs, other improvements and quality shortcomings to their team supervisor;
Reporting recording accurate details on calls inbound and outbound using company ticket systems;
SOFT SKILL SETS UTILIZED
•Use of Sales Force, JIRA, ISP, Maximo, SAMpw, WCSA, and other databases
•Extensive knowledge/use of Microsoft Office Suite, Excel, Outlook, Adobe Acrobat Reader, Internet
Explorer, Firefox, Google Chrome
•Basic skills with DropBox.net, Google Docs, Sugar Sync & eVoice
•Using telephone switchboard for extensions/call transfers
•Awarded commission bonuses and special incentives for exceeding cross-sales quotas
Education
DCS/DEC in Applied Museum Studies Algonquin College - Ottawa, ON
August 2001 to 2005
Skills
•Detail-Oriented
•JavaScript
•Pipedrive (2 years)
•Microsoft Office
•Databases
•Call Center
•Data Entry
•Maximo
•Google Docs
•Customer Service/Customer Support
•English
•Leadership Skills
•Cold Calling
•Excellent Communication Skills
•Research
•Active Listening
•Microsoft Outlook
•Jira
•Case Management
•Salesforce Marketing Cloud (8 years)
•Google Suite (2 years)
•Oracle
•Negotiation
•Buildertrend (2 years)
•Quality Assurance
•Microsoft Office (Word, Excel, PowerPoint, etc.)
•Technical Support
Additional Information
SUMMARY OF SKILLS
•Excellent communication skills & active listening skills
•Ability to work in a team or independently
•Strong interpersonal skills
•Customer service oriented
•Strong typing fluency (avg. 60-70wpm)
•Continuous Learner
•Detail-oriented
•Demonstrates advanced leadership skills
•Highly adaptable
REFERENCES AVAILABLE UPON REQUEST
Contact this candidate