Melissa Jacob

416-***-**** • hn7qu5@r.postjobfree.com

Target: CUSTOMER SERVICE REPRESENTATIVE

Adaptable and personable Customer Service Professional brings strengths in relationship building, conflict resolution, and key account management cultivated through 15+ years of experience in client-facing roles with some of Canada’s largest companies. An articulate communicator and enthusiastic team player with a history of initiating and implementing opportunities for growing sales. Boasts cross-functional experiences in client services and sales in a fast-paced environment. Boasts well-hone time management capabilities to effectively balance multiple tasks, while maintaining productivity in service-oriented settings. Thrives in a team environment but works equally effective independently and with little direction.

Key Values Offered

• Customer Service Excellence

• Solutions Selling

• Client Relations

• Call Centre Operations

• Team Collaboration

• Administrative Procedures

• Lead Generation

• Product Knowledge

Professional Experience

CUSTOMER SERVICE REPRESENTATIVE 2006-2012

Rogers Communications Inc. – Brampton, ON

Joined Rogers Communications as a Customer Service Representative for Rogers home phone, gradually expanding product base to include cable, internet and wireless services and earning the trust of senior management to allow for working from home.

Highlights of Contributions

• Consistently met and exceeded quarterly sales quotas, leading the department in internet service sales by taking the time to understand client needs and charting solutions-based sales pitches to close the sale.

• Coordinated set-up appointments for new client services, serving as the liaison between the client and the technician team to ensure continued client loyalty through exceptional service.

• Received numerous letters of praise from clients, stating a high level of satisfaction for customer service delivery, resulting in large gains in Rogers Points, the internal rewards system.

• Stayed up to date on the latest in market trends through research and product knowledge development, taking the initiative to conduct research on own time.

• Harnessed strong technical knowledge to troubleshooting technical issues for in-bound calls, escalating on the most complex issues to the technical team.

• Defused conflicts stemming from billing, maintaining a professional and tactful manner in explaining billing policies and resolving legitimate errors.

• Initiated a Spirit Committee within the department targeted towards building team unity through recognition of birthdays, anniversaries and employee milestones.

Continued….

Melissa Jacob Page 2

Professional Experience Continued

CUSTOMER SERVICE REPRESENTATIVE, International Accounts 2002-2006

CUSTOMER SERVICE REPRESENTATIVE, Corporate Accounts 2000-2002

CUSTOMER SERVICE REPRESENTATIVE 1998-2000

Purolator Inc. – Mississauga, ON

Joined Purolator in an in-bound customer service capacity, demonstrating consistently high customer satisfaction ratings and earning a promotion to the Corporate Accounts department, and subsequently beating out hundreds of candidates for a role in International Accounts.

Highlights of Contributions

• Coordinated pick-ups with large accounts like Sunoco and Rogers, liaising with driver dispatchers to ensure consistency in regular service with high-value accounts.

• Tapped to receive cross-training in Dangerous Goods Handling, building out personal knowledge base with a comprehensive understanding of accepted shipping practices.

• Presented Purolator’s unique value proposition to clients, including CIBA Vision and AstraZeneca, playing an integral role in securing $1M+ contracts with both companies. Earned a letter of formal recognition from Astra Zeneca for a job well done.

• Provided backup to the reception desk, processing sensitive tasks such as cash transactions, drafting client letters and providing support to the company president in the absence of his administrative assistant.

• Assisted with the re-engineering of the company’s computer system working directly with the manager to streamline and increase functionality, while championing the implementation of system controls to prevent erroneous data entry.

Further Professional Experience includes 8 years as a Senior Sales Representative at Modern Collections a boutique clothing store based in Toronto, ON (1990-1998).

Education

Microsoft Office Business Application Certificate

Academy of Learning – Toronto, ON

Studies in Fashion Art, Pattern Making, and Public Speaking

Seneca College – Toronto, ON

Computer Skills

Proficient in MS Office Suite, including Word, Excel, PowerPoint, and Outlook

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