Customer Service Representative at ServiceOntario - Arrowworkforce (2025-01 – 2025-03)
Provided customer service support for ServiceOntario, handling inquiries regarding pending cheques and government services.
- Assisted customers with inquiries regarding pending cheques and other service-related questions
- Provided accurate information about application statuses and government services
- Maintained detailed records of customer interactions to ensure efficient follow-ups
- Delivered excellent customer service in a high-volume environment, handling sensitive financial and personal information with discretion
Customer Care Representative at Ios Solutions - Rogers (2023-08 – 2023-10)
Provided comprehensive support for billing and technical issues for Fido and Rogers customers.
- Delivered comprehensive support for billing and technical issues, enhancing customer understanding of complex payment systems for Fido and Rogers
- Communicated promotions and adjustments to service plans, contributing to an improved customer service experience
- Demonstrated strong problem-solving skills by efficiently resolving customer complaints and issues, achieving a resolution rate of over 90% within established service level agreements
Customer Care Representative at Nordia - Bell (2023-01 – 2023-03)
Facilitated new service installations and provided technical assistance for Bell Media clients.
- Facilitated new service installations and scheduled support for Bell Media clients, leveraging extensive software tools to streamline client data management
- Provided technical assistance to customers in navigating software applications and troubleshooting hardware issues, resulting in improved customer satisfaction scores
- Processed customer orders accurately and efficiently, ensuring timely delivery and resolving any order discrepancies or issues to ensure customer satisfaction
- Maintained detailed records of customer interactions, inquiries, and resolutions using CRM software, facilitating effective communication and follow-up with customers
Customer Center Representative at Alight Solutions (2022-09 – 2022-11)
Explained insurance policies and processed payments in a dynamic call center setting.
- Explained insurance policies clearly and processed payments swiftly, managing over 25 customer interactions per shift in a dynamic call center setting
- Responded promptly and courteously to customer inquiries via phone, email, and live chat, addressing questions and concerns with accuracy and empathy
- Identified opportunities to upsell and cross-sell products and services based on customer needs and preferences, contributing to a 15% increase in revenue
Customer Care Executive at Bill Gosling Outsourcing Company (2021-12 – 2022-04)
Resolved customer inquiries and complaints with focus on customer loyalty and satisfaction.
- Resolved customer inquiries and complaints with a focus on fostering customer loyalty and achieving high satisfaction rates
- Stayed updated on product knowledge, industry trends, and customer service best practices
- Collaborated with cross-functional teams, including technical support, sales, and operations, to resolve customer issues efficiently and improve overall service delivery
- Accurately entered customer information, inquiries, and resolutions into the CRM system, maintaining comprehensive and up-to-date records of interactions for future reference
- Conducted outbound calls to follow up on customer inquiries, gather feedback, or provide updates on service requests, achieving daily call targets and maintaining call quality standards
