Allison Thomas
Brampton,ON
Summary
Knowledgeable and dedicated customer service professional with extensive experience in technical and sales industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
TRANSCOM WORLDWIDE INC (APPLE) WFH
03.2022 - 03.2024
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Technical assistance for Iphone, Mac and all other Apple products.
- Resolved Apple Cash, Apple Pay and Apple Card issues.
- Processed refunds for subscriptions and iTunes.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Representative- WFH
AMEX GBT
10.2019 - 03.2020
- Assisted customers redeem points earned on their credit cards.
- Always made sure the customer was getting the maximum value for their points from purchases
- Communicated with Pentagon Federal Bank and Fifth Third Bank when discrepancies arose in point totals; created cases to be reviewed by the bank when no resolution could be agreed upon.
- Documented reward items ordered but not received, communicated between customer and vendors
- Implemented points refunds and goodwill credits
- Communicated between customer and the back office for updates on pending cases.
- Strong rapport building with upset customer.
Rogers Cable Repair Technician
Rogers Communications
04.2018 - 09.2019
- Rogers Cable Repair working from home
- Trouble shooting issues customers had with cable boxes, t.v.'s and remote controls
- Adding cable boxes and additional channels onto accounts
- Answer questions about cable services, transfer calls.
- Frequent deescalate before trouble shooting the issue because customers were irate about their cable services not working
- Instructed customers on cable box installations and remote programming
- Booking, cancelling and rescheduling appointments.
Customer Service Representative, WFH
The Shopping Channel
01.2016 - 02.2018
- Navigated website and data base to place, modify and cancel orders
- Consistently familiarizing myself with new product.
- Able to resolve general technical issues occurring during work
- Resolving customer complaints by researching product substitutions.
- Apply credits, gift cards and promotions to orders
- Change payment information and update credit cards.
Customer Service Representative- Billing
Rogers Communications
01.2012 - 01.2015
- Handled billing enquiries by correcting system errors, misapplied charges, and missing credits, ensuring high customer satisfaction
- Resolved customer complaints using various methods including conference calls between customers and management, blocking lost phones, and tracing product orders
- Reviewed bills with customers for discrepancies and applied credits where necessary
- Assisted customers with opening accounts, bill payments and new products and services
- Educated customers on payment methods and setting up payment schedules for overdue accounts.
Administrative Assistant / Customer Service
Light and Life Ministries
01.2007 - 01.2012
- Managed phone lines by answering phones, directing callers to appropriate individuals and responding to voice messages
- Scheduled events such as wedding rehearsals, christenings, and baptisms
- Ordered office supplies to replenish stock, ensuring that products were available
- Maintained a neat, organised, and professional office environment
- Handled guests' questions, complains and concerns, providing possible solutions and options
- Oversaw wedding rehearsals, assisting guests as needed and resolving any issues
- Typed and prepared letters and certificates for churches and members of the congregation
- Accepted or declined invitations to speak at conferences and seminars based on availability
- Booked counselling appointments based on schedules and availability.
Education
Certification in Business Administration - Business Administration And Management
Sheridan College
Brampton, ON06.1995
Skills
- CONFIDENT (10 years)
- EXCELLENT COMMUNICATION SKILLS (8 years)
- MICROSOFT 365 (10 years)
- CISCO
- KRONOS
- TYPING (10 years)
Skilled and confident in dealing with diverse individuals
- Demonstrated ability to effectively deal with difficult situations and think on feet
- Excellent communication skills with the ability to work individually and in a team
- Demonstrated capacity to multi task and remain professional and graceful under pressure
- Quick learner with the ability to follow instructions and receive constructive feedback
- Typing Speed: 35 words per minute
- Proficient in Internet, email, and Microsoft Word
- Complaint resolution
- Product Knowledge
- Computer Proficiency
- Product Education
- Problem-solving abilities
- Building rapport
- Technical Support
- De-Escalation Techniques
- Live chat support
- Professional telephone demeanor
Certification
Business and Office adminstration, 1995, Present, Business procedures, office procedures, office management
Languages
English
Native or Bilingual
Timeline
Customer Service Representative
TRANSCOM WORLDWIDE INC (APPLE) WFH
03.2022 - 03.2024
Customer Service Representative- WFH
AMEX GBT
10.2019 - 03.2020
Rogers Cable Repair Technician
Rogers Communications
04.2018 - 09.2019
Customer Service Representative, WFH
The Shopping Channel
01.2016 - 02.2018
Customer Service Representative- Billing
Rogers Communications
01.2012 - 01.2015
Administrative Assistant / Customer Service
Light and Life Ministries
01.2007 - 01.2012
Certification in Business Administration - Business Administration And Management
Sheridan College