Anna Capuano
416-783-2329
Welland,ON
Summary
Dynamic Customer Service Representative with a proven track record at Gentek Building Products, excelling in problem resolution and relationship building. Recognized for enhancing customer satisfaction through effective communication and upselling strategies, while consistently exceeding performance metrics. Proficient in CRM systems and dedicated to fostering positive client experiences.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
Gentek Building Products
Mississauga, ON
04.2022 - Current
- Guided customers by addressing inquiries and delivering precise product details.
- Processed orders efficiently, ensuring timely delivery and customer satisfaction.
- Resolved customer complaints by identifying issues and implementing effective solutions.
- Maintained updated knowledge of product features and promotions to assist clients effectively.
- Collaborated with team members to enhance service quality and improve workflow processes.
- Trained new staff on company policies, procedures, and customer service standards.
- Analyzed feedback to identify trends, contributing to continuous improvement initiatives within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Improved resolution time with effective problem-solving for customer complaints.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Assisted salespeople with customers inquiries and product knowledge
Customer Service Representative
Convoy Supply
Stoney Creek, ON
02.2020 - 02.2022
- Assisted customers with inquiries, providing accurate product information and support.
- Documented customer interactions in CRM system for accurate record-keeping and follow-up.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Participated in training programs to enhance product knowledge and customer service skills.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Assisted salespeople with customer inquiries and product research
Supervisor
Spar Marathon Roofing
09.1997 - 12.2019
- Supervised roofing crews to ensure adherence to safety protocols and quality standards.
- Coordinated project schedules and resource allocation for efficient workflow management.
- Trained new employees on operational procedures and best practices in roofing installation.
- Assisted salespeople with customer inquiries and product research
- Conducted regular site inspections to monitor progress and compliance with building codes.
- Implemented process improvements that enhanced team productivity and reduced material waste.
- Resolved conflicts among team members, fostering a collaborative work environment.
- Developed training materials to enhance staff knowledge of roofing technologies and techniques.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Mentored junior staff members in their career development, sharing knowledge from years of experience in the field.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
- Improved customer satisfaction with prompt and courteous resolution of inquiries and complaints.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Education
Business
Humber College
TorontoSkills
Customer service
Active listening
Critical thinking
Data entry
Customer relations
Problem resolution
Relationship building
Call center experience
Computer proficiency
Conflict resolution
Complaint handling
Microsoft Excel
Complaint resolution
Payment processing
Client relations
Customer satisfaction measurement
Professional telephone demeanor
Call center operations
Microsoft outlook
Scheduling
Follow-up skills
Call management
Product knowledge
Paperwork processing
Appointment scheduling
Order processing
Team development
Documentation
Administrative support
Microsoft Office Suite
Data collection
Customer relationship management (CRM)
Prioritization
Staff training
De-escalation techniques
Building rapport
Technical support
Quality control
Clerical support
Live chat support
Filing
Dispute resolution
Customer education
Product sales
Product and service solutions
Sales expertise
Assertiveness
Research
Shipping and logistics
Sales closing
Microsoft Word
Languages
English
Full Professional
Timeline
Customer Service Representative
Gentek Building Products
04.2022 - Current
Customer Service Representative
Convoy Supply
02.2020 - 02.2022
Supervisor
Spar Marathon Roofing
09.1997 - 12.2019
Business
Humber College