Customer Success Manager at YouSet Insurance (2025-05 – Present)
- Train and onboard new customer service representatives on service standards, workflows, and customer communication best practices.
- Handle inbound and outbound customer calls related to car and home insurance using Zendesk.
- Manage customer chats and support emails, providing timely and accurate assistance across multiple service channels.
- Assist clients with submitting quote requests and navigating policy-related questions.
- Promote cross-sales using established sales techniques to increase customer value and support business growth.
- Retain customers considering cancellation or non-renewal by addressing concerns, presenting solutions, and reinforcing policy value.
Payroll Specialist at Quantum Management Services Limited (2019-06 – 2025-05)
- Resolved payroll discrepancies efficiently while ensuring accuracy and confidentiality.
- Responded to employee payroll inquiries and provided high-quality internal customer support.
- Processed timecards and payroll data, maintaining accurate employee records.
- Verified and submitted timekeeping information to support timely payroll processing.
- Tracked vacation, sick, and personal time balances.
- Processed garnishments, including bankruptcies, student loans, and child support deductions.
- Generated paper cheques and payroll stubs for employees receiving direct deposit.
Customer Service Representative at Quantum Management Services Limited (2019-06 – 2025-05)
- Served as a primary point of contact for employee support, responding to inquiries professionally and efficiently.
- Updated employee account information and maintained accurate internal records.
- Helped preserve employee satisfaction by resolving concerns and escalating complex issues when required.
- Trained new staff on company processes, policies, and service expectations.
- Prepared letters of employment for immigration, housing, vehicle rentals, and related requests.
Escalation Agent at Best Buy Inc. (2017-11 – 2019-06)
- Resolved escalated customer complaints promptly and professionally to restore confidence and reduce potential business loss.
- Conducted follow-ups on customer interactions to ensure successful resolution and closure.
- Provided solutions and alternatives that improved customer satisfaction and issue resolution.
- Supported a high-performing team focused on exceeding customer experience expectations.
- Helped oversee escalation workflows to maintain customer relationship management standards.
Customer Service Representative at Artika For Living (2016-12 – 2017-10)
- Responded to customer inquiries for Artika and Smartika products across high-volume service channels.
- Managed incoming calls efficiently while minimizing wait times and maintaining service quality.
- Updated customer account information and maintained accurate records.
- Processed customer service orders, sales quotes, warranty requests, and return authorizations.
- Supported Costco warehouse and website-related customer service transactions.
Contact Center Representative at Immigration, Refugees and Citizenship Canada (2015-06 – 2016-01)
- Delivered one-call resolutions by assisting clients with Permanent Residence and Citizenship inquiries.
- Reviewed applications in progress to confirm accuracy and compliance with procedures.
- Referred cases involving administrative errors or delayed processing for further action.
- Provided clear, professional support through phone and email communications.
Corporate Account Executive at PCM Sales Inc. (2014-03 – 2015-06)
- Built strong client relationships by providing knowledgeable service and timely follow-up.
- Identified client needs and recommended suitable technology solutions.
- Managed prospecting, upselling, payment follow-up, and order coordination.
- Used CRM tools to organize customer information and sales activity.
- Maintained relationships with OEM partners and distributors including Apple, Microsoft, and Dell.
Supervisor, Fido Campaign at Atelka (2012-09 – 2014-03)
- Led team operations, workflow management, and performance improvement initiatives.
- Resolved customer complaints while adapting service approaches to meet business needs.
- Monitored employee productivity and coached team members to improve results.
- Conducted performance evaluations and delivered targeted training.
Customer Service Representative, Fido Campaign at Atelka (2011-06 – 2012-09)
- Managed prepaid and postpaid customer service inquiries in a high-volume call center setting.
- Used active listening and troubleshooting skills to resolve customer concerns effectively.
- Applied sales techniques to convert prepaid accounts to postpaid services.
- Delivered technical support and escalated complex issues when appropriate.
