Customer Experience Specialist
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I am an experienced administrative and customer service professional with 15 years of experience supporting customers, managing office responsibilities, and helping daily operations run smoothly. I bring strong organizational, communication, problem-solving, and attention-to-detail skills, along with a dependable and professional approach to my work. My experience includes customer service, order processing, preparing quotes, handling phone and email inquiries, data entry, scheduling, invoicing, record keeping, documentation, and general administrative support.
I am comfortable managing multiple priorities, meeting deadlines, maintaining accurate information, and providing timely and professional service to customers and colleagues. I take pride in being organized, reliable, and proactive. I work well independently and as part of a team, and I understand the importance of clear communication, follow-up, and attention to detail.
I am also comfortable using Microsoft Office and learning new systems, software, and procedures. My 15 years of experience have taught me how to adapt to different work environments, handle challenges professionally, and provide consistent support in busy workplaces. I am always willing to learn, take on new responsibilities, and look for ways to improve efficiency and processes.
I would welcome the opportunity to bring my experience, strong work ethic, administrative skills, and customer-focused approach to your organization. Thank you for considering my application. I look forward to the opportunity to discuss how I can contribute to your team.
Subject Matter Expert – Rogers Communications
August 2023 – February 2025
Coached and trained Customer Success employees on products, systems, processes, and procedures.
Provided Tier II-level guidance on complex customer and employee issues.
Acted as a key resource for product knowledge, system navigation, and problem resolution.
Supported employee development through coaching, knowledge sharing, and real-time assistance.
Customer Service Representative – Live Chat, Rogers Communications
June 2016 – February 2025
Managed high volumes of customer inquiries related to billing, accounts, products, services, and sales.
Resolved complex customer concerns while maintaining a strong customer experience.
Supported colleagues with challenging product, system, and process questions.
Identified customer needs and recommended appropriate products and services.
Achievement: Developed strong multi-tasking, problem-solving, sales, and customer retention skills in a fast-paced environment.
Care Help Desk Representative – Tier II Support, Rogers Communications
March 2014 – June 2016
Provided Tier II support to frontline representatives through phone and chat.
Resolved complex product, system, policy, and process issues.
Troubleshot system and operational problems and provided solutions to representatives.
Achievement: Became a trusted escalation point for complex issues requiring advanced product and process knowledge.
Customer Service Representative – Voice, Rogers Communications
October 2010 – September 2014
Handled inbound customer calls involving billing, accounts, products, and services.
Resolved complaints and complex account issues.
Sold and activated products and services while identifying upselling opportunities.
Achievement: Built extensive experience in customer service, conflict resolution, sales, and account management.
Logistics Manager – GAP Inc.
September 2007 – December 2011
Supported inventory, shipments, store operations, sales, and customer service.
Assisted with hiring, interviewing, cashier operations, and inventory management.
Achievement: Developed leadership and operational experience while supporting multiple areas of store performance.
Assistant Client Service Manager – H&R Block
January 2005 – May 2006
Managed nightly reports, payments, deposits, and client disbursements.
Assisted with hiring, interviewing, employee evaluations, and daily office operations.
Achievement: Gained experience in team support, financial administration, employee management, and office operations.
Office Assistant – North York Montessori Learning Centre
July 1997 – September 2001
Provided administrative and general office support.
Maintained records and assisted with day-to-day office operations.
Achievement: Built a strong foundation in administration, organization, record keeping, and customer service.
Emery Collegiate Institute — High School Diploma
L.A. Look Cosmetic School of Beauty — Diploma in Make-up Artistry
H&R Block — Level 2 Taxation Certification, 2005
H&R Block — Level 1 Taxation Certification
