Sheaka Mccalla

Highly motivated and customer-focused Customer Service Representative passionate about delivering exceptional service experiences. Skilled in handling customer inquiries, resolving complaints, and maintaining positive client relationships. Adept at multitasking in fast-paced environments, leveraging excellent communication and problem-solving skills to enhance customer satisfaction and brand loyalty, and seeking to contribute my expertise and grow within a dynamic customer service team.

311 Customer Service Representative - City of Brampton - Brampton, Ontario

(2023-01)

• Managed high-volume customer interactions via phone, and email, maintaining professionalism and empathy.
• Resolved customer issues effectively, achieving a 100% first-call resolution rate.
• Assisted customers with product inquiries, billing concerns, and account management.
• Maintained accurate records of customer interactions and feedback to improve service strategies.

Customer Support/ Retention Associate - Telus Mobility - Scarborough

(2012-01 - 2015-12)

• Provided top-tier customer support by troubleshooting issues and escalating complex cases when necessary.
• Processed orders, returns, and refunds efficiently while ensuring policy compliance.
• Recommended products and services, leading to a 75-100 % increase in upsell conversions.
• Trained new team members on customer service best practices and company policies.

Pre-boarding Screening Officer - Garda World(Catsa) - Mississauga

(2016-01 - 2024-12)

• Provide excellent customer service to passengers boarding flights.
• Ensure that passengers and their luggage are safe to board their flights.
• Attention to detail while keeping a keen eye for suspicious activities from passengers and the public.

OSSD - Weston Collegiate Institute (2000-01)

Diploma - Travel and tourism - Seneca College (2002-01)