Detail-oriented and methodical Client Care Specialist with a passion for supporting clients of all backgrounds with professionalism. Demonstrated history of exceeding customer expectations and delivering exceptional service. Ready to apply 20 years of experience to tackle new challenges head-on. Results-driven support professional known for troubleshooting expertise and ensuring seamless product usage. Consistently delivers top-notch customer satisfaction through collaborative teamwork and adaptability to evolving requirements.
Hi, I’m
AILEN MORRIS
OSHAWA,Canada
Summary
Overview
14
years of professional experience
Work History
JOBBER
Product Support Specialist
12.2021 - 04.2025
Job overview
- Delivered post-sales CRM support, ensuring seamless onboarding and long-term customer success.
- Provided white-glove, one-on-one training to small business owners on software tools and integrations.
- Guided customers through Jobber integrations with platforms like QuickBooks Online, Zapier, Mailchimp, Xero, and payment systems.
- Handled multi-channel support (chat, phone, email), resolving customer inquiries across the entire Jobber ecosystem.
- Troubleshot technical issues and optimized customer workflows, maintaining a high standard of service and channel productivity.
- Acted as a liaison between customers and product/technical teams, relaying feedback to inform improvements.
- Led onboarding sessions, hosted webinars, and maintained internal and external documentation.
- Developed and managed a knowledge base of FAQs, ensuring data integrity and supporting product development through insights.
TELUS
Small & Medium Business - Client Care
10.2011 - 07.2021
Job overview
- Delivered frontline support for small and medium business and personal accounts through live chat and phone, ensuring first-call resolution.
- Processed billing, sales, technical, and self-service requests with accurate data entry using Salesforce and Smart Desktop.
- Provided channel care support to corporate stores, dealers, and retail partners.
- Supported TELUS’s acquisition of 100,000 MTS customers and 15 retail locations, ensuring a smooth transition.
- Reviewed customer accounts for rate plan optimization and conducted credit checks to support sales and service goals.
- Collaborated with internal teams as a liaison to resolve complex issues and support back-office email communication.
- Promoted digital tools and services to drive customer adoption and increase revenue per interaction.
- Maintained high customer satisfaction through personalized service and effective communication.
- Used Microsoft Office daily for internal communications, scheduling, and documentation.
- Initiated and ran Well-Being Campaign; distributed weekly wellness emails focused on mental health and motivation.
- Fluent in Tagalog; served as a translator as needed for customer and internal communication.
Telus Mobility
Consumer Customer Support
10.2012 - 04.2014
Job overview
- Resolved customer billing inquiries and managed end-to-end order processing.
- Educated customers on current rates, plans, and promotional deals to enhance satisfaction and retention.
- Provided Level 1 technical support and directed customers to appropriate departments as needed.
- Worked collaboratively in a team-oriented environment to meet service level goals.
- Successfully completed accreditation for remote work, maintaining performance standards in a home-based setting.
- Created and distributed a weekly internal wellness email ("Happy Sisters Thursday") focused on mental health, motivation, and self-care initiatives for female employees.
Education
University of Toronto
Steps to University Program from Sociology
01.1998
University Overview
Skills
- Advanced Excel skills
- VPN
- Experience with Salesforce
- Experienced with MS Office applications
- Administrative support
- Problem-solving resourcefulness
- Trustworthy and accountable
- Proficient in resolving disputes
- Proficient in managing multiple tasks
- Analytical decision-making
- Strong organizational abilities
- Attentive listening ability
- Clear verbal communication
- Proficient in Avaya solutions
- Data entry proficiency at 60 wpm
- Mobile device support
- CRM software
- Ticketing systems
- Teamwork and collaboration
- Problem-solving
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Reliability
- Excellent communication
- Organizational skills
- Remote technical support
- Online chat support
Accomplishments
Accomplishments
- TELUS Customers First Champion
- Bay Street Challenge Dress for Success – proud to be the one to break the record of collected clothing items.
- Initiated distribution of weekly Well-Being Thursday e-mail 2011-Present
- Published article on TELUS Website on Data Management
Languages
English
Full Professional
Timeline
Product Support Specialist
JOBBER
12.2021 - 04.2025
Consumer Customer Support
Telus Mobility
10.2012 - 04.2014
Small & Medium Business - Client Care
TELUS
10.2011 - 07.2021
University of Toronto
Steps to University Program from Sociology