Akeela Martin
Brampton
Summary
Dynamic customer service professional with a proven track record at CAA South Central Ontario, excelling in active listening and critical thinking. Enhanced customer satisfaction through effective issue resolution and upselling, contributing to sales growth. Skilled in data entry and adept at managing high-stress situations, ensuring client loyalty and repeat business.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
CAA South Central Ontario
05.2024 - 12.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
IT Support Specialist
Trillium Health Partners - Queensway Health Centre
01.2023 - 02.2024
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
Customer Service Representative
Bill Gosling Outsourcing
02.2022 - 09.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Call Center Representative
IBEX Global
06.2020 - 10.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
High School Diploma -
Peel District School
Mississauga, ON06-2022
No Degree - Business Administration
HEART Eastern TVET Institute
Jamaica 05-2020
High School Diploma -
Vere Technical High School
Jamaica 06-2018
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
CAA South Central Ontario
05.2024 - 12.2024
IT Support Specialist
Trillium Health Partners - Queensway Health Centre
01.2023 - 02.2024
Customer Service Representative
Bill Gosling Outsourcing
02.2022 - 09.2022
Call Center Representative
IBEX Global
06.2020 - 10.2021
High School Diploma -
Peel District School
No Degree - Business Administration
HEART Eastern TVET Institute
High School Diploma -
Vere Technical High School
Similar Profiles
Kady PetrieKady Petrie
Auto Claims Adjuster at CAA South Central OntarioAuto Claims Adjuster at CAA South Central Ontario
Kyle MurrayKyle Murray
Installer at Northern Ontario Weather Deck & Sun RoomInstaller at Northern Ontario Weather Deck & Sun Room
Sukhpreet KaurSukhpreet Kaur
Support Worker at Ontario Personal Support Worker Association — Central OntarioSupport Worker at Ontario Personal Support Worker Association — Central Ontario
Abhishek PatelAbhishek Patel
Customer Service Representative at Tim HortonsCustomer Service Representative at Tim Hortons
Martina CampbellMartina Campbell
Aquatics Supervisor at Aquatots Swim SchoolAquatics Supervisor at Aquatots Swim School