Sheaka Mccalla
Customer Service Representative
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About
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.
Experience
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.
Education
OSSD - Weston Collegiate Institute (2000-01)
Diploma - Travel and tourism - Seneca College (2002-01)
