Jemiel Coppin

Customer Success and Customer Service professional with 10+ years of experience supporting clients in fast-paced call center, insurance, payroll, and retail environments. Proven track record in training new hires, resolving escalations, retaining customers, supporting inbound and outbound communications, and identifying cross-sale opportunities. Recognized for strong communication, problem-solving, attention to detail, and the ability to deliver professional service across phone, chat, and email channels.

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.

Social Sciences – Champlain Regional College

High School Diploma – Lakeside Academy