Alan Walchuk
Edm,Alta
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Reef Parking
07.2012 - 02.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- 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.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Tracked customer service cases and updated service software with customer information.
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Promptly responded to inquiries and requests from prospective customers.
Cashier and Slot Service
River Cree Casino
01.2009 - 05.2012
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Worked closely with shift manager to solve problems and handle customer concerns.
Education
B. Comm - Accounting
University of Alberta
Edmonton, AB05.1987
Skills
- Customer Service
- Problem-solving abilities
- Critical Thinking
- Customer Relations
- Call center experience
- Conflict Resolution
- Money handling abilities
- Complaint Handling
- Complaint resolution
- Professional telephone demeanor
- Call Center Operations
- Call Management
- Product Knowledge
Languages
English
Professional Working
Timeline
Customer Service Representative
Reef Parking
07.2012 - 02.2024
Cashier and Slot Service
River Cree Casino
01.2009 - 05.2012
B. Comm - Accounting
University of Alberta