Brenna Paul
Georgetown,Canada
Summary
Professional with history in remote customer service, skilled at delivering exceptional support and resolving client issues efficiently. Adept at utilizing communication skills and technical proficiency to enhance user experiences and meet organizational goals. Collaborative team player with focus on achieving results and adapting to changing needs
Overview
25
25
years of professional experience
1
1
Certification
Work History
General Manager - Lead Co-Ordinator
Dirty Adventures Scuba
11.2023 - Current
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and proper follow-up/resolution of issues.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Cultivated strong relationships with clients, vendors, and partners to ensure long-term success and loyalty.
- 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.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Coordinated with logistics department to expedite shipping for urgent customer orders.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Responded to customer requests for products, services, and company information.
Stay-At-Home Parent
Stay-At-Home Parent
12.2011 - Current
- Developed a skillset in negotiations, crisis intervention and dispute resolution through parenting
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Passionate about learning and committed to continual improvement.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Assisted clients in setting realistic goals, developing action plans, and monitoring progress towards achievement.
- Improved client satisfaction through consistent communication, empathy, and understanding of their unique challenges.
- Implemented behavioral modification strategies to help clients develop healthier coping mechanisms.
Analyst - Tariff and Settlement
EPCOR
01.2003 - 01.2011
- Company Overview: EPCOR - Edmonton Alberta
- Executing and analyzing computer programs measuring discrepancies of power usage by customers
- Creating spreadsheets, statistical reports and invoices in order to reconcile proper billing
- Communicated and consulted with management regarding detailed reports
- EPCOR - Edmonton Alberta
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Enhanced customer satisfaction rates through detailed analysis of customer feedback data and subsequent improvements in service offerings.
Office Administrator/Customer Service Representative
Evolve Technologies Incorporated
01.2000 - 01.2003
- Company Overview: Evolve Technologies Incorporated - Edmonton Alberta
- Organize and run daily office operations for a telecommunication install and repair crew
- Customer Service representative handling dispute resolutions
- Organize special events, meetings, corporate events and itineraries
- Evolve Technologies Incorporated - Edmonton Alberta
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained electronic and paper filing systems for easy retrieval of information.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Tracked office supplies and restocked low items to keep team members on-task and productive.
- Contributed to a positive work environment by fostering strong working relationships among colleagues.
- Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
- Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
- Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
- Safeguarded company information by maintaining strict confidentiality protocols and ensuring secure document storage practices.
- Facilitated smooth operations by maintaining updated inventory records, anticipating supply needs, and placing timely orders for essential materials.
Education
Business Computers Certificate -
Northern Alberta Institute of Technology
Edmonton, Alberta12.2000
Bachelor of Arts - Professional Writing
Grant MacEwen
Edmonton, Alberta12.2000
Skills
- Data Entry
- Accuracy and Attention to Detail
- Management / Efficient multi-tasker
- Dispute/ Problem Resolution
- Customer / Client Relations
- Verbal and written communication
Certification
- EPCOR-Service Best, 2008
- Team Effectiveness, 2009
- Resolving Issues Through Discussion, 2010
- WHMIS, 2010
- St. John Ambulance, 2010
- Supporting Students with Anaphylaxis, Asthma, Diabetes, Epilepsy; Violence Prevention; Lockdown Procedure; Threatening Behaviour Cues - Physical and Verbal, 2019
Hobbies and Interests
- Travel
- Writing
- Yoga
- Cooking
- Adventure
Volunteer Experience
- Pet Therapy, Grandview Continuing Care, 2006-2007
- ESL Teacher, CCI LEX College, 2009
- Food For Life Delivery and Friendly Visitor, 2015-2018
- Community Unity Friendly Visitor, 2018
- School Parent Council and Special Event Chaperone, 2016-present
- Sunday School Teacher, 2018-present
- Church Catering-Luncheon Coordinator, 2017-present
Languages
English
Native or Bilingual
Timeline
General Manager - Lead Co-Ordinator
Dirty Adventures Scuba
11.2023 - Current
Stay-At-Home Parent
Stay-At-Home Parent
12.2011 - Current
Analyst - Tariff and Settlement
EPCOR
01.2003 - 01.2011
Office Administrator/Customer Service Representative
Evolve Technologies Incorporated
01.2000 - 01.2003
Bachelor of Arts - Professional Writing
Grant MacEwen
Business Computers Certificate -
Northern Alberta Institute of Technology
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