Hi, I’m
Alex Cleon Nelson
Mississauga,ON
Summary
Skilled Loyalty Representative with background in fostering customer relationships and improving revenue through strategic loyalty programs. Strengths lie in communication, problem-solving, and data analysis to identify trends and implement effective solutions. Previous work has resulted in increased customer satisfaction levels and improved brand loyalty.
Overview
11
years of professional experience
Work History
MonerisEtobicoke, Ontario
Loyalty Representative
11.2009 - 04.2021
Job overview
- Assisted customers with loyalty program inquiries and provided guidance on how to maximize their benefits.
- Monitored customer feedback and identified areas of improvement for the loyalty program.
- Gathered customer data to track progress towards loyalty goals.
- Responded promptly and courteously to customer inquiries via email, phone, or chat.
- Created and implemented retention and solutions strategies to keep clients satisfied and maintain optimum QA scores.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Promoted available products and services to customers during service, account management and order calls.
- Strengthened customer retention by offering discount options.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Acheived the 100% Club Award every year in the department and the Circle of One for being the top representative my second year in the IBLR Department, I finished in the top three every year. My annual performance meeting one on one with the Manager of the Department Overall ranked me as Exceeds Excellence one higher than Excellent and the highest rating possible.
Education
York UniversityToronto, ON
Bachelor of Arts from Political Science
05-2009
University Overview
- Academic Achievements and Honors:
- Honor Roll (list what semester and year you made the honor roll)
Skills
- Client Relationship Building
- Brand Awareness
- Customer Segmentation
- CRM Software
- Upselling strategies
- Complaint Handling
- Call center experience
- Outstanding interpersonal skills
- Knowledge of sales retention
- Customer service experience
- Understanding of sales retention
- Customer service background
- Excellent communication skills
- Retention strategies knowledge
- Customer Service
- Call Documentation
- Merchandise upselling
- De-Escalation Techniques
- Account Management
- Needs Assessment
- Customer Account Management
- High-energy attitude
- Reliability
- Customer Relationship Management
- Calm and Professional Under Pressure
- Interpersonal Communication
- Business ethics
- Emotional Intelligence
- [Language] Fluency
- Performance Achievement
Timeline
Loyalty Representative
Moneris
11.2009 - 04.2021
York University
Bachelor of Arts from Political Science
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