Brenda Miller
Thunder Bay,ON
Summary
Proactive Designated Trainer and Technical Services Representative with extensive experience in facilitating professional development and resolving customer issues. Skilled in curriculum design, remote troubleshooting, and customer relations. Bringing a strong background in administration, first call resolution and exceptional customer service skills while creating a positive work environment.
Overview
36
36
years of professional experience
Work History
Designated Trainer
Hinduja Global Solutions
04.2024 - Current
- Facilitated engaging workshops and seminars that promoted professional development among team members.
- Established a positive learning environment by fostering open communication and encouraging active participation from all trainees.
- Enhanced employee skill sets by designing and implementing comprehensive training programs.
- Incorporated real-life scenarios into curriculum design, helping employees better understand practical applications of learned skills within their job functions.
Technical Services Representative
Hinduja Global Solutions
08.2023 - Current
- Performed diagnosis of Internet and Cable equipment failures via phone-based consultation and troubleshooting.
- Implemented remote support tools that expedited issue resolution while minimizing downtime for clients.
- Documented support interactions for future reference.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
Customer Services Representative
Hinduja Global Solutions
03.2021 - Current
- 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 rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Secretary / Treasurer Local Roads Board
Ministry of Transportation
09.2008 - Current
- Coordinated meeting calendars, scheduling physical inspections and meetings to optimize time management.
- Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.
- Entered data into system and updated customer contacts with information to keep records current.
- Facilitated electronic billing system of local taxes so they are integrated with City and Provincial billing.
- Created electronic filing systems and categorized and digitized documents.
- Provided clerical support to ratepayers by copying, faxing, and filing documents.
Clerk Typist
Thunder Bay Public Library
01.1989 - 10.2020
- Increased operational efficiency through proficient use of office equipment such as printers, copiers, scanners, and computers.
- Promoted a positive work environment through professional interactions with coworkers and supervisors alike.
- Eased workload for managers by taking on delegated tasks efficiently without compromising quality or attention to detail.
- Delivered exceptional customer service when interacting with clients, addressing their needs promptly, and professionally.
- Optimized time management by effectively multitasking across various responsibilities while adhering to strict deadlines.
Education
High School Diploma -
Argyle Secondary
North Vancouver, BCSkills
- Curriculum Design
- Evaluation writing
- Training delivery in an E-learning environment
- Ongoing mentoring
- Administration and Payroll duties
- Critical Thinking
- Excellent Customer Service Skills
- Active Listening
Timeline
Designated Trainer
Hinduja Global Solutions
04.2024 - Current
Technical Services Representative
Hinduja Global Solutions
08.2023 - Current
Customer Services Representative
Hinduja Global Solutions
03.2021 - Current
Secretary / Treasurer Local Roads Board
Ministry of Transportation
09.2008 - Current
Clerk Typist
Thunder Bay Public Library
01.1989 - 10.2020
High School Diploma -
Argyle Secondary
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