Customer Support & Client Training Specialist

Kerry Dean

**********@*****.*** 613-***-**** Ottawa, K1B 5B7, Canada

Extensive background in customer service and client support.Proven expertise in resolving complex inquiries and enhancement through effective communication and problem-solving skills. Successfully managed a high volume of customer interactions, achieving outstanding satisfaction rates. Recognized for training junior staff and driving process improvements based on customer feedback. Eager to contribute to an organization's success by leveraging these unique skills to meet its needs.

WORK EXPERIENCE

Elections Support Specialist ( Contract) 01/2025 – 05/2025 Elections Canada/Remote, Ottawa, Canada

Provided expert guidance on electoral processes, enhancing voter understanding and participation. Resolved complex inquiries from Elections Canada candidates, ensuring high satisfaction through effective communication and problem-solving.

Delivered exceptional customer service experiences by demonstrating a positive attitude, active listening skills, and empathetic responses to customer concerns.

Managed a high volume of inbound calls and chats while maintaining excellent call quality standards and adhering to electoral protocols.

Analyzed customer feedback to identify trends, driving initiatives for service delivery process improvements. Customer Account Manager /Trainer /Remote (Lay Off) 01/2024 – 02/2025 Maximus/Government Of Canada (Canadian Dental Care Plan), Ottawa, Canada Resolved issues promptly and efficiently With new Dental Insurance plan claims via Sunlife Insurance. Evaluated patient feedback to identify trends and implement process enhancements. Trained junior staff on account management best practices, fostering team development. Addressed complex client inquiries via phone, email and chat. Led training sessions for staff focused on best practices in account management and customer service excellence.

Oversaw the implementation of new tools and systems to enhance customer interaction tracking. Handled complaints by providing appropriate solutions and alternatives within defined timeframes, ensuring follow-up with Practitioner to achieve resolution. My calls were selected by Sunlife and are still used today in their training environment . Emergency Response Center Operator 09/2021 – 01/2024 PALADIN SECURITY/Remote, Ottawa, Canada

Coordinated emergency response nationwide within a fast-paced response center. Utilized exceptional customer service skills while maintaining composure in stressful situations. Actively listened and summarized information for effective emergency response. Maintained focus while working remotely in a high-pressure Emergency environment. Communicated daily with Emergency Medical Services (E.M.S), Royal Canadian Mounted Police (R.C.M.P), Fire Department, and Ambulance Services.

Responded to multiple alarms daily, including fire, panic, hold-up, elevator, and burglary alarms. Troubleshoot phone line issues and resolved customer complaints effectively. Oversaw escalations and retention initiatives to enhance customer loyalty. Performed tasks with minimal supervision remotely.. Processed payments and Administration, email, phone and chat. EDUCATION

Certificate Program - The Monitoring Center Operator Certification 09/2024 – 01/2024 TMA- The Monitoring Association, Ottawa, Canada

Training on communication methods and how to apply them to speaking with customers, in fast paced emergency communications and call Center environment . Extensive training on how to manage difficult and emotional interactions. Course focused on customer services best practices and the importance of effective communication in the call centre.environment

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SKILLS

Word Excel PowerPoint

Connect S.A.P Customer service

Management Delegation Business etiquette

Calm in high stress situations Team development Data entry Information management Presentation skills Zendesk upselling Slack Salesforce

Chat /E-Commerce/Online Retention Typing

Manager / Contractor 05/2018 – 04/2021

INSIDE PHONE/Remote, Ottawa, Canada

Processed and activated new account requests efficiently for Instituations in Ontario..

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