Summary
Energetic Customer Service Representative with 6+ years of experience resolving complex customer inquiries. Passionate about building strong customer relationships, driving brand loyalty, and increasing customer engagement.
Skills
· Well-trained customer service skills
· Strong active listening
· Proficient in Microsoft Office
· Outbound/inbound calling
· Spoken communication skills, including the ability to relay instructions
· Strong phone contact handling skills and active listening
· Customer orientation and ability to adapt/respond to different types of characters
· Excellent communication and presentation skills
· Ability to multi-task, prioritize, and manage time effectively
Work Experience
Customer Service Representative Oct 2018 – Nov 2022
A&A Project Consultant LTD, Fort MacMurray AB, Canada
· Handle customer complaints by providing solutions, often within a time limit to ensure the customer is satisfied.
· Serve as the primary point of contact for customers, addressing inquiries, resolving complaints, and providing product support via phone, email, and live chat.
· Demonstrate empathy and patience in handling escalated issues, ensuring prompt and satisfactory resolutions.
· Utilize CRM software to maintain accurate customer records and track interactions, resulting in improved efficiency and personalized service.
· Learn to identify customer needs or desires to recommend the appropriate product or service.
· Keep a record of incoming inquiries to be able to reference later.
· Be able to process orders, forms, applications, or requests.
· Work with colleagues when necessary to resolve customer complaints.
· Learn about the products inside and out to be able to answer any questions from customers.
Customer Service Representative Feb 2017 – Aug 2018
G4s Security Company, Calgary AB, Canada
· Receiving and placing customer service telephone calls
· Maintaining solid customer relationships by handling questions and concerns with speed and professionalism
· Assisted customers with product inquiries, order placements, and returns, delivering an exceptional shopping experience both in-store and online.
· Resolved customer complaints and concerns in a timely and professional manner, ensuring customer retention and loyalty.
· Resolving customer complaints, managing database records, drafting status reports on customer service issues
· Data entry and research as required to troubleshoot customer problems
Customer Service Representative April 2015 – Jan 2017
Jume link Consultant Inc, Edmonton AB, Canada.
· Manage large amounts of incoming phone calls
· Identify and assess customers’ needs to achieve satisfaction
· Build sustainable relationships and trust with customer accounts through open and interactive communication
· Provide accurate, valid and complete information by using the right methods/tools
· Meet personal/customer service team sales targets and call handling quotas
· Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
· Keep records of customer interactions, process customer accounts and file documents
· Follow communication procedures, guidelines and policies
· Take the extra mile to engage customers.
Education
EDUCATION
• B.Sc. Engineering – Southern Alberta Institute of Technology, Calgary AB. 2017
• Certified AWS Cloud Practitioner – Mount Royal University Calgary AB Canada. 2022
• B.Sc. Computer Applications Vignan University Currently In view
• MBA – UOP Pasadena, California Unitd State 2022.
• Project Management Diploma – International Business Management Institute, Berlin Germany 2021
• Strategic Management Diploma – International Business Management Institute, Berlin Germany 2021
CERTIFICATIONS
• Certified Project Management Certified (PMP)
• Diploma in Cybersecurity Digital Forensic Investigation – Alison College Dublin 2023
• Diploma in Certified Information System Security Professional (CISSP) – Alison College Dublin2023
• Certified Cyber Security Analyst with Retrain canada 2023
• Certified Cyber Security Applied Penetration Testing with Retrain canada 2023
• Certified Cybersecurity and Quality Assurance Testing with Retrain canada 2023
• Certified Pen Test+ (Plus) CompTIA A+ 2022