ANGELA BENNETT
Toronto,ON
Summary
Experienced Customer Support Specialist exceeding client expectations with effective communication and problem-solving skills. Analyzing complex issues to implement innovative solutions, streamline processes, and enhance customer satisfaction. Building strong client relationships for long-term loyalty and retention. 10+ years in client relations management, analytical thinking, and driving process improvement initiatives.
Overview
25
25
years of professional experience
Work History
Customer Support Specialist
Summerhill Group Inc
12.2017 - Current
- RaaS (Rebates as a Service) Consulting and processing rebate claims for energy efficient upgrades for various provincial programs with Efficiency Manitoba, Efficiency Alberta, Save on Energy and Enbridge Gas through Salesforce, VM Horizon and Dropzone
- Lead training for Enbridge Smart Thermostat, email process and SaskEnergy TAP programs
- Respond to customer inquiries by phone, chat and email
- Provided administrative support for Contact Center: organizing and uploading documents to database, and created training documents to aid information retention
Dramaturge / Research Assistance in Theater
Tsholo Vision
04.2020 - 03.2021
- Collaborated with Director Tsholo Khalema on the play development, conceptual ideas and interpretation the theatrical work with eventual staging
- Provided artistic direction and resolution of unique theatrical challenges of 11:11 A digital play produced by Theater Passe Muraille, written and performed by Samson Brown
- Supplied the cast and crew with vital knowledge, research, story analysis and interpretation about the theatrical work
Contact Customer Service Associate
Lowe’s Canada
03.2017 - 06.2018
- Processed regular point of sale, advance orders and where required, I arranged assembly, delivery, or pick up as per customer request
Client Business Analyst - Small & Medium Business
TELUS Mobility
01.2012 - 01.2015
- As a Billing Specialist, I offered innovative client’s solutions for billing inquiries and mobile requirements for their business needs
- Provided first level client retention and technical support for mobile, and myTELUS.com
- User Acceptance Testing and diagnostics for application issues, on-going application support and route feedback
- Processed sales orders for phones and accessories via SAP
Client Business Analyst – Consumer Solutions
TELUS Mobility
01.2004 - 01.2012
- Analyzed various data to identify and customize for customer resolutions
- Provided first level technical and end user troubleshooting and diagnostics for application issues
- Worked closely with Strategic Planning and Execution for UAT projects through various stages of Quality Assurance, Staging and Production on applications to support both internal software applications and TELUS.com
- As Subject Matter Expert, coached agents through positive reinforcement on procedures and problem-solving tips to ensure inquiries are addressed in a timely fashion
Client Risk Management Analyst - Client Account Management
TELUS Mobility
01.2000 - 01.2004
- Managed escalated matters regarding payment arrangements on suspended, and canceled accounts
- Created and compiled reports on monthly results for Department Manager
- Monitored daily KPI’s and workflows for a 6-member outbound project for over 2 years to recover lost revenue and screen for fraud on new activations. As a result of our team success in revenue recovery, this program became a TELUS national collections program in 2003
Education
Business Analysis Certificate -
DEVTAGE Consultants Inc.
Diploma in Liberal Arts (Honors) - undefined
Seneca College of Applied Science & Technology
Skills
- Exceptional customer support through strong analytical, organizational, comprehensive listening skills to provide solutions-oriented approaches to resolve client concerns
- Experienced Subject Matter Expert with extensive coaching cross-functional teams, growing revenue through process improvement and project innovations
- Influential team leadership and coaching skills to support training and development of team members to maintain high performance
- Experienced with CRM operating systems, Salesforce, Dropzone, SAP, Google applications and Microsoft Office
Accomplishments
- Applauded by the Finance Director at Summerhill in March 2022 for showcasing exceptional data analysis on Efficiency Manitoba Online Rebate program, which resulted in revenue recovery of over $250000
- Received HIP award at TELUS Mobility in 2014 as recognition for consistently going above and beyond to ensure client issues were resolved which aided to increase client retention rates
Timeline
Dramaturge / Research Assistance in Theater
Tsholo Vision
04.2020 - 03.2021
Customer Support Specialist
Summerhill Group Inc
12.2017 - Current
Contact Customer Service Associate
Lowe’s Canada
03.2017 - 06.2018
Client Business Analyst - Small & Medium Business
TELUS Mobility
01.2012 - 01.2015
Client Business Analyst – Consumer Solutions
TELUS Mobility
01.2004 - 01.2012
Client Risk Management Analyst - Client Account Management
TELUS Mobility
01.2000 - 01.2004
Diploma in Liberal Arts (Honors) - undefined
Seneca College of Applied Science & Technology
Business Analysis Certificate -
DEVTAGE Consultants Inc.
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