Brianna Kirk
St. John's,Canada
Summary
Detail-oriented and experienced Customer Service Representative with a strong background in Human Resources, Telehealth, and Telecommunications. Proven ability to manage high call volumes and provide exceptional support to clients regarding employee benefits, payroll, health services and telecommunications. Skilled in CRM software and data management, with a commitment to enhancing customer satisfaction and resolving inquiries efficiently. Seeking a full-time position where I can leverage my expertise to contribute to a dynamic team and support clients effectively.
Overview
5
5
years of professional experience
Work History
Client Care Representative
LifeWorks (Formerly Morneau Shepell)
St. John's, Canada
11.2021 - 06.2023
- As a Client Support Representative, I provided comprehensive support to employees across Canada whose employers partnered with our organization for an Employee Assistance Program (EAP). I handled inbound calls, actively listened to clients' needs and concerns related to mental health, and scheduled appointments with qualified counselors tailored to their specific situations. Additionally, I coordinated access to other practitioners within the EAP, including dietitians and legal services. I also managed high-priority risk calls, ensuring immediate mental health assistance by connecting clients with on-call counselors for urgent support. My role was instrumental in fostering a supportive environment and promoting the well-being of clients through timely and effective service.
- Assisted customers via phone and chat platforms.
- Created new accounts for customers and managed existing accounts to ensure accuracy of information.
- Attended regular training sessions to stay current on industry best practices.
Human Resources Management Customer Service Representative
ALIGHT-NGA
St. John's, Canada
08.2019 - 05.2021
- As a Human Resources Management Customer Service Representative, I provided dedicated support in Pension and Payroll Administration for a large Fortune 500 company. I managed inbound calls from active employees, former employees, and retirees, guiding the former through the retirement process and assisting with the election of retirement benefits, and the latter through any pension paycheck inquiries they may have had, updating beneficiaries, etc. My extensive knowledge allowed me to effectively explain the intricacies of the pension plan, including taxation, survivor options, beneficiary designations, and power of attorney processes.
- In addition to my pension responsibilities, I also served as a Payroll Agent, addressing inquiries from active employees regarding paychecks, vacation and sick leave policies, and tax-related questions.
- My commitment to delivering exceptional service ensured that clients received accurate information and support, fostering a positive experience during their Retirement Process.
- I took inbound calls, as well as responded to client inquiries through emails.
Inbound Customer Service Representative
S & P DATA
St. John's, Canada
11.2018 - 08.2019
- As an Inbound Customer Service Representative in the Mobility Department at Rogers Communications, I managed inbound calls from current customers, addressing a wide range of inquiries, including billing and technical issues. I provided exceptional service while also supporting sales efforts by assisting customers with adding new lines to their accounts, and upgrading their phones and plans. My comprehensive knowledge of the latest phone models and available plans enabled me to deliver detailed product information and recommendations tailored to customer needs.
- I also promoted add-ons, including extended warranties for their devices, and promotional plans for TV and internet services if they were a client in that department as well. When customers showed interest in bundled offers, I smoothly transferred them to the appropriate departments.
- In addition to sales support, I actively engaged in customer retention initiatives, employing effective techniques to encourage customer loyalty and prevent turnover.
- My focus on delivering high-quality service contributed to enhanced customer satisfaction and retention rates.
Education
Diploma - Business Administration and Management, Cosmetic
Humber College
Toronto, ON01.2015
High School Diploma -
Beamsville District Secondary School
Beamsville, ON01.2013
Skills
- Customer service and support
- Inbound and outbound call handling
- Live chat support
- Performance Management
- Quality Assurance
- Escalation management
- Account Management
- Benefits, Pension Administration
- Payroll Administration
- Telehealth Administration
- Appointment Scheduling
- Order Processing
- Product Knowledge
- Service Upselling
- Complaint Handling
- Data Collection and Data Entry
- 70 WPM typist
- Microsoft Excel
- Microsoft Office
- Workday
- CRM software
Timeline
Client Care Representative
LifeWorks (Formerly Morneau Shepell)
11.2021 - 06.2023
Human Resources Management Customer Service Representative
ALIGHT-NGA
08.2019 - 05.2021
Inbound Customer Service Representative
S & P DATA
11.2018 - 08.2019
Diploma - Business Administration and Management, Cosmetic
Humber College
High School Diploma -
Beamsville District Secondary School
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