Client Service Support Associate - ENMAX Corporation - Calgary, AB
(2021-11 - 2025-12)
Managed approximately 30 customer inquiries per day involving billing, accounts, payments, and service-related concerns while maintaining accuracy and professional customer service.
- Reviewed, verified, and corrected billing, account, contract, and system discrepancies through detailed research and analysis.
- Entered, updated, and validated customer and payment information across internal systems with a high degree of accuracy.
- Processed customer payments using multiple platforms while maintaining data integrity and confidentiality.
- Investigated escalated billing and account issues, analyzed available information, and followed through to ensure timely and complete resolution.
- Explained billing and account information clearly to customers and directed complex matters to appropriate internal resources.
- Maintained accurate customer records and documentation in accordance with policies, procedures, and confidentiality requirements.
- Collaborated with internal departments to investigate account issues, resolve discrepancies, and provide appropriate customer solutions.
- Consistently met productivity, quality, accuracy, and service-level expectations in a fast-paced, high-volume environment.
Client Loyalty & Retention Specialist - TELUS Communications - Calgary, AB
(2013-02 - 2021-04)
- Investigated customer account and billing concerns by reviewing service records, account information, and supporting documentation.
- Analyzed customer data and system records to identify discrepancies and determine appropriate corrective actions.
- Resolved complex and escalated inquiries using research, sound judgment, and policy-based decision-making.
- Maintained accurate customer information and documentation while handling confidential account details.
- Communicated effectively with customers and internal departments to facilitate timely issue resolution.
- Managed multiple requests and competing priorities while maintaining accuracy and service standards.
- Trained and mentored new team members on systems, procedures, customer service standards, and issue resolution.
- Consistently achieved performance, quality, and productivity targets in a high-volume environment.
Office Administrative Coordinator - Berlitz Calgary Learning School - Calgary, AB
(2012-03 - 2013-02)
- Processed payroll and timesheets accurately while following established procedures and maintaining confidentiality.
- Maintained organized records, reports, documentation, and administrative files.
- Responded to inquiries from staff, instructors, customers, and external contacts in a professional and timely manner.
- Coordinated schedules, meetings, appointments, and administrative activities supporting daily office operations.
- Identified, investigated, and resolved administrative discrepancies proactively.
- Prepared and maintained reports and documentation using Microsoft Office applications.
Client Care Representative (call Center) - Customer Care, Retail & Dealer Support - Wind Mobile - Toronto, ON
(2009-10 - 2012-03)
- Handled high-volume inbound customer inquiries while meeting service-level, quality, and productivity standards.
- Researched customer accounts and system information to resolve billing, service, and account-related concerns.
- Logged, tracked, and followed up on service requests and escalated issues to ensure timely resolution.
- Investigated account and system discrepancies and provided appropriate solutions to retail and dealer partners.
- Maintained accurate customer records and documentation throughout the issue-resolution process.
- Trained new employees on policies, procedures, systems, and customer service practices.
- Served as Manager on Duty, supporting daily operations, decision-making, escalations, and customer issue resolution.
