Bernice Peprah
Mississauga
Summary
Experienced customer service professional with a strong background in delivering exceptional service. Efficiently addresses customer inquiries and consistently maintains high satisfaction rates. Skilled in effective communication and problem-solving abilities to enhance the overall customer experience.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Aviva Life Insurance
01.2021 - 12.2023
- 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.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
Health Care Assistant
Readale Community Health Centre
01.2018 - 01.2019
- Greeting customers
- Answering incoming calls regarding appointments
- Booking and scheduling in patients
- 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.
- Supported needs of 20+ residents under long-term care.
Customer Service Representative
Aviva Life Insurance
01.2013 - 01.2015
- Answering incoming calls regarding client/company information
- Maintaining the inventory of the products
- Creating the billing for the products
- 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.
Education
GED -
Cdi College
Brampton, ON03-2025
GED -
Humber Institute of Technology And Advanced Learning
Toronto, None11-2022
Skills
- Client Support
- Focused Listening
- Analytical Problem Solving
- Accurate Data Entry
Accomplishments
- Customer Follow-up - Ensured that customers were satisfied with company products and services by doing purchase follow-up calls.
- Compiled inventory lists and worked with vendors for product pricing and special orders. Handled high volume sales with cash, credit and gift card transactions, balancing cash draw at end of shift with 100% accuracy rate.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Languages
English
Full Professional
Certification
- Customer Value Optimization Specialist DigitalMarketer.
- First Aid Certification
Timeline
Customer Service Representative
Aviva Life Insurance
01.2021 - 12.2023
Health Care Assistant
Readale Community Health Centre
01.2018 - 01.2019
Customer Service Representative
Aviva Life Insurance
01.2013 - 01.2015
GED -
Cdi College
GED -
Humber Institute of Technology And Advanced Learning
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