Amanda Thomas
Nepean,Canada
Summary
Customer service professional with a customer-driven approach, effective communication, and critical thinking skills, seeking a position to deliver exceptional service in line with the company’s commitment to diplomacy, tact, and superior customer experiences.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Contact Representative
Optima Communications International
09.2024 - 01.2025
- Achieved and exceeded daily and weekly sales and quality metrics, demonstrating consistent results and dedication to meeting targets
- Conducted outbound calls to customers using scripts to present offers and highlight creditor insurance benefits and features, leading to high customer enrollment rates
- Enhanced customer experience, providing essential resources and guidance to support informed decision-making and foster trust
- Ensured exceptional sales quality, maintaining compliance with company protocols while prioritizing customer satisfaction in all interactions
- Leveraged persuasive communication skills, successfully converting leads into loyal customers through meaningful engagement
Contact Center Agent
YMCA of Greater Toronto
06.2023 - 08.2023
- Applied active listening techniques to identify and address underlying customer needs, developing solutions to complex membership issues
- Guided customers through website features, gym memberships, payments, and bookings, ensuring satisfaction
- Managed multiple programs to access client data quickly, delivering accurate and relevant information
- Resolved escalated calls, providing tailored solutions that balanced customer needs with organizational policies
- Streamlined customer service processes, reducing response time and enhancing membership management efficiency
Customer Solutions Advisor
Scotiabank Customer Contact Center
08.2015 - 11.2022
- Contributed to team development, training new staff as a Subject Matter Expert for the Inbound Sales Department, supporting knowledge sharing and operational efficiency
- Delivered tailored financial solutions, proactively offering customers services such as overdrafts, banking alerts, paperless record keeping, balance transfers, high-interest savings accounts, and financial review appointments
- Maintained exceptional customer satisfaction by providing professional, friendly, and empathetic service, active listening, and emotional intelligence
- Managed diverse financial processes with accuracy, including case management, bill payments, credit applications, creditor insurance enrolments, account openings, and appointment scheduling
- Recognized for excellence, earning multiple customer recommendations for delivering a positive banking experience and identifying the best financial solution
Education
Bachelor of Fine Arts - Music Performance, Spanish
York University
01.2015
Administrative Assistant Career Diploma - undefined
International Career School Canada
01.2020
Skills
- Flexible problem-solving
- Financial services expertise
- Effective communication
- Proficient in managing disputes
- Service excellence
- Accurate data entry
- Fluent in English
- General insurance knowledge
- Collaborative teamwork skills
- Team leadership
- Proficient in Microsoft Office
- Experienced in negotiation strategies
- Mathematical proficiency
- Effective objection resolution
- Strong organizational skills
- Effective problem resolution
Certification
- Microsoft Career Essentials in Administrative Assistance February 2023
- Google Foundations of Digital Marketing and E-Commerce September 2024
- Google Attract and Engage Customer with Digital Marketing October 2024
Languages
English
Native or Bilingual
Timeline
Customer Contact Representative
Optima Communications International
09.2024 - 01.2025
Contact Center Agent
YMCA of Greater Toronto
06.2023 - 08.2023
Customer Solutions Advisor
Scotiabank Customer Contact Center
08.2015 - 11.2022
Administrative Assistant Career Diploma - undefined
International Career School Canada
Bachelor of Fine Arts - Music Performance, Spanish
York University
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