APRIL PRATT
Dawson Creek,BC
Summary
Articulate and highly-skilled Inbound Call Center Representative provides accurate and friendly customer service. Manages customer inquiries daily in fast-paced environment to meet deadlines while working within strict metrics. Drives loyalty and strengthens customer relationships through exceptional experiences and valuable insights. Flexibility to work evenings, weekends and holidays to offer optimal customer support.
Possesses exceptional interpersonal and communication skills to work effectively with team members, subordinates, and managers.
Overview
19
19
years of professional experience
Work History
Call Center Agent, Inbound Sales
RBDS Rubbish Boys Disposal Service Inc.
2022.06 - Current
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Developed an in-depth understanding of company offerings, enabling confident presentation of tailored solutions to clients'' needs.
- Utilized CRM software to track customer interactions, streamlining the sales process for improved productivity.
- Participated in ongoing training programs to enhance product knowledge and stay current on industry trends or changes in policies and procedures.
- Built strong rapport with customers, fostering loyalty and repeat business opportunities.
- Maintained high-quality customer service by adhering to call center policies and procedures.
- Developed an in-depth understanding of company offerings, enabling confident presentation of tailored solutions to clients'' needs.
- Participated in ongoing training programs to enhance product knowledge and stay current on industry trends or changes in policies and procedures.
- Increased customer satisfaction by efficiently handling inbound calls and addressing customer inquiries.
Janitor
Bosa Commercial Ltd.
2020.10 - 2021.11
- Cleaned and maintained designated spaces inside and outside daily, including public areas, restrooms, offices, sidewalks and parking lots.
- Disinfected, cleaned, swept, mopped, vacuumed , washed windows, emptied trash on regularly.
- Reported maintenance issues as soon as they come to attention.
- Maintained and stock supply rooms and restrooms as needed.
- Auto scrubbed floor when required.
- Mixed, used and properly stored hazardous chemical cleaners to reduce risk of injury or illness.
Administrative Assistant
Caribou Road Services (South Peace)
2014.10 - 2020.01
- Managed over 50 calls plus per day.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Handled client correspondence and tracked records to foster office efficiency.
- Executed record filing system to improve document organization and management.
- Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
- Offered office-wide software support and training, troubleshooting issues and optimizing usage.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions
- Monitored premises, screened visitors, updated logs and issued passes to maintain security
- Handled client correspondence and tracked records to foster office efficiency
Sanitation Engineer
Caribou Roads Services (South Peace)
2014.10 - 2019.06
- Led training in sanitation and cleaning practices.
Followed company and OSHA safety protocols for handling and disposing of hazardous materials.
Maintained neat, clean and sanitized work areas.
Stored chemicals in compliance with WHMIS regulations.
Followed company and OSHA safety protocols for handling and disposing of hazardous materials.
Maintained neat, clean and sanitized work areas.
Participated each year in community litter pick up.
Led training in sanitation and cleaning practices. - Followed company and OSHA safety protocols for handling and disposing of hazardous materials.
- Maintained neat, clean and sanitized work areas.
- Stored chemicals in compliance with WHMIS regulations.
- Followed company and OSHA safety protocols for handling and disposing of hazardous materials.
- Maintained neat, clean and sanitized work areas.
- Participated each year in community litter pick up.
- Led training in sanitation and cleaning practices
Banquet Room Attendant
Toni Romas Restaurant and Banquet Rooms
2011.09 - 2014.09
- Handled 200 plus customers and followed outlined steps of service.
- Oversaw daily operations to ensure high levels of productivity.
- Led projects and analyzed data to identify opportunities for improvement.
- Carried out day-day-day duties accurately and efficiently.
- Used coordination and planning skills to achieve results according to schedule.
- Maintained energy and enthusiasm in fast-paced environment
- Supervised work of contracted employees to keep on task for timely completion
Manager
Royal Motel
2009.05 - 2010.09
- Managed over 50 customer call per day.
- Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
- Provided exceptional service and assistance to guests upon check-in.
- Exceeded goals through effective task prioritization and great work ethic.
- Accomplished multiple tasks within established timeframes.
Housekeeper
Royal Motel
2006.01 - 2010.01
- Ensured hotel rooms were thoroughly cleaned and ready for guests.
- Managed the motel, ensuring guests experienced a satisfactory stay.
- Promoted to manager due to work ethic and job performance.
- Used chemicals by following safety protocols and procedures to avoid burns and injuries.
- Responded to requests from patrons for linens and toiletries.
- Engaged with guests on room requirements and amenities to promote overall satisfaction
- Verified cleanliness and organization of storage areas and carts
- Trained new employees on departmental procedures and provided assistance in finding cleaning supplies
- Used chemicals by following safety protocols and procedures to avoid burns and injuries
Education
Associate of Arts - Advertising Copywriting, WordPress, Google Ads
Udemy
Internet Courses01.2022
Associate of Arts - Creative Writing
Vancouver Island University
Nanaimo, BC05.2009
Associate of Arts - Pc Support Specialist - A+ Certification - Honours
Academy of Learning College
Nanaimo, BC04.2004
Skills
- Communication and Interpersonal Skills
- Productivity and Time Management
- Conscientious and Detail-Oriented
- Strong Work Ethic
- Multitasking and Prioritization
- Strategic planning
- Problem solving strength
- Positive Team Player
- Willingness to Learn
- Issue and Resolution Tracking
- Help Desk Support
- Courteous with Strong Service Mindset
- Efficient and Detail-Oriented
References Upon Request
.
Timeline
Call Center Agent, Inbound Sales
RBDS Rubbish Boys Disposal Service Inc.
2022.06 - Current
Janitor
Bosa Commercial Ltd.
2020.10 - 2021.11
Administrative Assistant
Caribou Road Services (South Peace)
2014.10 - 2020.01
Sanitation Engineer
Caribou Roads Services (South Peace)
2014.10 - 2019.06
Banquet Room Attendant
Toni Romas Restaurant and Banquet Rooms
2011.09 - 2014.09
Manager
Royal Motel
2009.05 - 2010.09
Housekeeper
Royal Motel
2006.01 - 2010.01
Associate of Arts - Advertising Copywriting, WordPress, Google Ads
Udemy
Associate of Arts - Creative Writing
Vancouver Island University
Associate of Arts - Pc Support Specialist - A+ Certification - Honours
Academy of Learning College
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