Andrea McLellan
Sicamous,BC
Summary
Skilled team player with strong background in banking environments. Works well independently to handle assignments and always ready to go beyond basics assignments. Quick learner with good computer abilities. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
5
5
years of professional experience
Work History
Contact Center Specialist
SASCU
10.2023 - Current
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Utilized CRM software proficiently for managing customer information and tracking case progress efficiently.
- Collaborated with team members to share best practices, optimizing overall contact center performance.
- Maintained accurate records of customer interactions, documenting details of inquiries, complaints, or comments as well as actions taken.
- Handled escalated calls professionally, diffusing tense situations while finding mutually beneficial resolutions for customers involved parties.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Account Services Representative
Revelstoke Credit Union
04.2023 - 09.2023
- Identified process improvements to enhance overall team productivity while maintaining high levels of customer satisfaction.
- Utilized CRM software to track account activity and ensure all relevant information was up-to-date and easily accessible.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Conducted regular account audits to ensure compliance with company policies and regulatory requirements.
- Maintained comprehensive knowledge of products and services offered by the company, serving as a resource for both clients and colleagues.
- Conducted periodic reviews of client accounts, identifying areas for improvement or potential concerns before they escalated into larger issues.
- Nurtured long-term relationships with key stakeholders within client organizations resulting in repeat business and referrals.
- Boosted client satisfaction by effectively addressing and resolving account issues in a timely manner.
- Identified new opportunities and cultivated leads to consistently meet sales goals and increase business growth.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Client Advisor, Business Services
RBC
09.2021 - 04.2023
- Responsible for balancing the cash blotter daily, maintaining the ATM, ordering and shipping cash
- Responded promptly to customer needs and requests for service.
- Increased client satisfaction by providing personalized, attentive service and addressing individual needs.
- Provided ongoing support to clients throughout the implementation process, addressing concerns and troubleshooting issues as they arose.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Client Advisor
RBC
11.2018 - 08.2021
- Assisting clients, preparing drafts, solving client concerns at first point of contact where possible
Education
High School Diploma -
Revelstoke Secondary School
Revelstoke, BCSkills
- Customer service
- Process transactions
- Product education
- Sales transactions
- Shipping and receiving understanding
- Organization and recordkeeping
- Product and service knowledge
- Customer service excellence
- Problem resolution
- Investigate claims
- Customer Service
- Problem-solving skills
- Call Center Customer Service
- Resolving issues
- Customer communications
- Verbal and written communication
- Inbound phone calls
- Cash Handling
- Answering questions
- Communicating with clients
- Interpersonal Skills
- Inbound Phone Call Management
- Building rapport
- Brand representation
- Computer Skills
- Calm Under Pressure
- Relationship Building
- Customer Relations
- Administrative and Office Support
- Customer Data Confidentiality
Languages
English
Full Professional
Timeline
Contact Center Specialist
SASCU
10.2023 - Current
Account Services Representative
Revelstoke Credit Union
04.2023 - 09.2023
Client Advisor, Business Services
RBC
09.2021 - 04.2023
Client Advisor
RBC
11.2018 - 08.2021
High School Diploma -
Revelstoke Secondary School