Alisha Excell
CAMBRIDGE,ON
Summary
Dedicated Customer Service Representative with more than 10 years of experience providing exceptional customer service in high-volume contact centre environments. Skilled at responding to complex customer inquiries, resolving complaints, documenting customer interactions, and delivering accurate information while maintaining professionalism and confidentiality. Strong administrative and organizational skills with experience using multiple computer applications, CRM systems, and Microsoft Office Suite. Recognized for excellent communication, problem-solving abilities, and a commitment to providing efficient, customer-focused service.
Overview
15
15
years of professional experience
Work History
Licensed Insurance Advisor
RBC Insurance
Mississauga, Ontario
08.2022 - 08.2025
- Conducted personalized needs assessments and explained insurance products, coverage, and policy options clearly.
- Delivered exceptional customer service in a high-volume inbound contact centre by responding to complex client inquiries professionally and efficiently.
- Investigated customer concerns and resolved issues while ensuring compliance with regulatory requirements and company policies.
- Updated customer accounts and documented all interactions accurately using CRM and internal systems.
- Managed multiple priorities simultaneously while maintaining service quality and attention to detail.
- Collaborated with internal departments to ensure timely resolution of customer requests.
- Consistently demonstrated professionalism, empathy, and effective communication when assisting clients.
Customer Service Representative
Altis HR (Contract)
Mississauga, Ontario
11.2018 - 07.2022
- Managed high volume of inbound customer inquiries, delivering accurate information and effectively resolving concerns.
- Supported customers with service requests, account inquiries, and online registration, ensuring timely assistance.
- Processed customer requests and maintained accurate electronic records using multiple computer applications.
- Prepared and distributed correspondence, information packages, and supporting documentation.
- Demonstrated excellent communication, organizational skills, and attention to detail while managing multiple tasks in a fast-paced environment.
- Maintained professional, customer-focused approach in all interactions, enhancing overall customer experience.
Customer Service Representative
Bank of Montreal
Mississauga, Ontario
10.2010 - 12.2016
- Delivered professional customer service by addressing inquiries and recommending tailored banking solutions.
- Cultivated strong customer relationships through consistent delivery of high-quality service.
- Maintained accurate customer records and documented interactions within internal systems.
- Managed competing priorities while meeting service standards and sales objectives in a fast-paced environment.
- Collaborated with team members to meet branch objectives and enhance overall customer service experience.
- Applied strong problem-solving skills to resolve customer concerns promptly and effectively.
Education
Office Administration
CDI College
Mississauga, ON07-2007
Skills
- Microsoft Office
- CRM systems
- Contact Centre Applications
- Data Entry
- Internet & Digital Applications
- Document management
- Virtual Customer Support Platforms
Timeline
Licensed Insurance Advisor
RBC Insurance
08.2022 - 08.2025
Customer Service Representative
Altis HR (Contract)
11.2018 - 07.2022
Customer Service Representative
Bank of Montreal
10.2010 - 12.2016
Office Administration
CDI College