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Professional Experience

2018Present

Training and Quality Assurance Specialist

Pethealth Inc

Providing front line agents training, coaching and feedback to ensure their continued success

  • Creating, developing and updating training materials for a variety of functions across the business, including software and systems, sales and customer service based subjects
  • Collaborating with departments to develop training curriculum based on business needs and updates, training out curriculum to new hires
  • Communicating company updates and procedural changes through email, huddles and side by side training sessions
  • Responsible for hitting monthly Quality Assurance call audits quotas, successfully achieve or exceed monthly requirements  
  • Working closely with department supervisors, managers and front line agents to deliver QA results, personalized coaching and guidance 
20172018

Customer Care Representative

Pethealth Inc

Representing Pethealth Inc and it's brands by providing a high level of personable and positive customer service through phone, live chat and email. 

  • Consistently hitting and maintaining key performance indicator goals, including quality assurance, scheduling adherence and call handle times
  • Quickly learning and mastering the use of many different software interfaces  to provide a seamless customer experience, displaying strong organizational and multi-tasking skills 
  • Developed training procedure for customer service email communications  and working closely with the Training department to create official training documentation to train to staff
  • Licensed insurance agent throughout Canadian provinces and select US states, able to provide customer advice on claims processing and product changes, queries or concerns 
  • Developing and maintaining positive interdepartmental relationships with peers and colleagues, helping to create a constructive and engaging working environment
20152016

Social Media Advisor

Boots UK & Teleperformance UK

Working in a small team as the first point of contact online for Boots UK across a number of social media platforms and accounts from the company Head Office in Nottingham, UK.

  • Responsible for handling a high volume of contacts daily, ensuring cases are logged properly in CRM and customer queries are investigated and responded to quickly and appropriately 
  • Maintaining awareness of business news and current affairs in order to respond to customers - liaising with various teams across the business to prepare responses and public statements
  • Upholding company values and ethos, representing the brand and company voice through Facebook, Twitter, LiveChat, email and telephone calls
  • Using strong interpersonal skills to contact different companies or internal departments in order to ensure customer satisfaction and issue resolutions
  • Adhering to strict company procedures regarding customer/patient safety and privacy
  • In March 2016 my office underwent a TUPE process to Teleperformance UK, however my role and duties remained the same
20142015

Customer Care Advisor

Boots UK

Working in the Customer Service Centre as a telephone advisor, with the primary duty of making and amending Boots Opticians appointments in Nottingham, UK

  • Adhering to strict medical protocol to ensure the health of patients is properly assessed, and the correct appointments are booked within NHS guidelines
  • Working consistently in compliance with both customer and company Data Protection laws
  • Promoted to Mail Team after 3 months -working off the phone lines through email correspondence with patients using our online booking forms
  • Maintained a high quality of work while consistently exceeding quota expectations, handling a wide variety of incoming calls on various topics including company Loyalty rewards program
20132014

Head Cashier

Lowes Canada

Managing and supervising the Front End Department of a busy retail location in Burlington, ON.

  • Leading a team upwards of 20 people including cashiers at 3 different cash points, self service till attendants, parking lot attendants and both customer service and returns desk employees
  • Training new staff, instilling company values and teaching proper procedures to ensure consistent levels of customer service
  • Establish solid rapport with colleagues throughout all departments to have requests actioned in a timely manner, ensuring smooth customer experience
  • Resolve client complaints and answer inquiries from both colleagues and customers as needed, including technical issues with computers or self service tills
  • Administrative duties such as completion of daily schedules, answering and forwarding phone calls, writing and delivering messages throughout the departments and completing online orders
20112013

Supervisor and Office Assistant

Loblaws

Front End Supervisor in a busy downtown Ottawa, ON location, with some office administration tasks. 

  • Supervising Front End Department of 20+ staff, real time management of breaks and staffing changes, first line of contact for any staff and customer service issues
  • Assisted with training new employees, providing support and guidance for trainees 
  • Light administrative duties in the Cash Office included sorting and filing invoices, and completeing simple tasks such as organising files or shredding documents.

Education

2016-092013-04

Honours Bachelor of Arts in English

University of Ottawa

Graduated Cum Laude. Established writing, research, organization and time management skills. Analytical with an ability to communicate ideas and information coherently.

Summary

Confident leader and team player with strong interpersonal skills and proven written and oral communication abilities. Enthusiastic and resourceful learner, quickly mastering new technologies and computer software. A long working history in the Customer Service industry in both retail locations and customer support contact centres. Competent and responsible with first hand experience in representing a large international company through social media. 

Computer Software and Technology

  • Proficient in Internet and Computer Applications
  • Microsoft Office: Word, PowerPoint, Outlook
  • Google Hangouts, Gmail, Docs
  • Experienced in office equipment and administrative operations
  • Saleforce CRM
  • Twitter, Facebook, Youtube, Instagram, Pinterest, LinkedIn
  • Radian6 Social Media Monitoring
  • QM Call Audit software (Cisco)