Phone 506-***-****

506-***-****

E-mail du5uos@r.postjobfree.com

Fredericton, N.B

Canada

Sandra Ward

Objective I am currently a self-employed remote contact agent looking to obtain part time to full time work. I have a strong computer background, and all the necessary tools to get the job done.

Summary of qualifications Problem solving

Computer skills (Excel, Word, Outlook, Networking, Internet/Intranet Connections, Windows, CRM systems, and Softphone technology)

Organizational skills

Supervisory skills (coaching, setting breaks/lunches, time management)

Team Player

Work well without supervision

Education • August 2003 – June 2004 Atlantic Hairstyling Academy Fredericton, N.B

Hairstyling License

I completed a year long course to obtain my hairdressing license. The course included theory and hands on experience. I obtained my license through the New Brunswick Cosmetology Association.

2002 Fredericton, N.B

GED (High School Equivalent Diploma)

Professional experience • Feb. 2010 – Present TelStar Marketing Gagetown, N.B

Telemarketer

• I currently do outbound calls on various campaigns. These are business to business campaigns where we are offering services/appointments/surveys.

• I am also the team leader of five campaigns. I meet with new clients to discuss the primary objectives.

• I hold conference calls with the Client and Calling Agents for training on the campaign.

• I make or recommend any necessary changes in the script with the Clients approval.

• I also monitor/whisper/barge and record (if necessary) the Calling Agents calls for quality control purposes.

Oct. 2009 – Oct. 2010 Direct Energy Gagetown, N.B

Inbound Sales/Service

• I took inbound sales and service calls for HVAC equipment. During calls I aid the customer by walking them through phone support and dispatching Technician to site to fix whatever problem the customer may have with their equipment. As well, I set customers up on protection plans for the equipment to better assist them with further issues they may have.

Sept. 2008 – Oct. 2009 Barrett Xplore Inc. Fredericton, N.B

Internal Support Group (Internet Services)

• Took calls from technical support agents to aid them through calls

• Took supervisor calls from irate customers

• Solved customer’s problems by coming to a resolution that was good for the business and the customer

• Coached Customer Service and Technical agents on call flow, customer service, and adherence

• Monitored a Real Time Adherence Queue for call spikes, agent breaks /lunches/start times

• Solved internal technical problems

• Oct. 2007 – Sept. 2008 Barrett Xplore Inc. Fredericton, N.B

Technical Support Agent (Internet Services)

Took calls from customers having issues connecting to the internet and/or the speed of their connection

Took calls from customers related to their billing

Set new customers up with email accounts

• Oct. 2005 – Aug. 2006 Nucomm International Oromocto, N.B

Customer Service Rep

Made outbound calls to current Quest customers to upgrade/ change their services

• Aug. 2004 – Jan. 2005 The Hair Company Fredericton, N.B

Hairstylist

Set appointments up for clients

Inventory

Men’s and Women’s cuts, color, sets, and perms

Sold professional hair products

General Cleaning

• Aug. 2003 – Aug. 2004 Mikes Restaurant Fredericton, N.B

Line Cook

Made food orders as they came in according to specs

Dishes

Prep Cooking

General Cleaning

References Upon Request

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