C Wervin
Winnipeg,MB
Summary
Customer service representative with strong skills in complaint resolution and CRM software. Demonstrated success in improving customer satisfaction and optimizing team performance. Expertise in service coordination and effective communication. Committed to delivering high-quality support and solutions.
Overview
2026
2026
years of professional experience
Work History
Customer Service Representative
SAS - Strategic Alarm Systems
Winnipeg, Manitoba
01.2020 - 03.2025
- Handled customer inquiries via phone, email, and chat efficiently.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding products and services.
- Developed strong relationships with customers by providing personalized assistance and support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
- Mentored junior team members and managed employee relationships.
- Contacted customers about potential service upgrades, new services and account changes.
- Led on- and off-site customer support teams across multiple time zones.
- Coordinated service schedules and appointments for clients and staff.
- Assisted team in troubleshooting client issues and resolving service requests.
- Followed up with technicians and managers to receive and communicate status updates.
- Provided timely feedback to management on service failures and customer concerns.
- Developed and maintained documentation for service processes and protocols.
- Liaised between client and technician to keep parties fully informed.
- Trained new staff on operational procedures and client interaction standards.
- Maintained accurate records of services provided for each client.
- Worked closely with other departments within the company to ensure successful completion of projects.
- Confirmed completed or closed work order by reviewing notes and following up on pending items.
- Managed emergency service requests by communicating schedules and expediting parts shipments and repairs.
- Toggled between multiple systems and databases to look up information and update records.
- Monitored email and phone communication to provide prompt responses and solutions.
- Communicated with customers upon service completion to answer final questions and determine level of customer satisfaction.
- Assisted in the development of training materials related to service coordination processes.
- Reviewed invoices for accuracy prior to submission for payment processing.
- Developed and maintained relationships with service providers and vendors.
- Worked with technicians to complete paperwork within designated time.
- Maintained positive working relationship with fellow staff and management.
Alarm Dispatcher
Securtek Monitoring Solutions
Winnipeg, Manitoba
04.2016 - 11.2019
- Monitored alarm signals and assessed emergency situations for appropriate response.
- Coordinated communication between clients, law enforcement, and response teams.
- Documented incidents and maintained accurate records in central database.
- Utilized alarm monitoring software to track system performance and notifications.
- Provided clear instructions to clients during alarm events for effective resolution.
- Trained new dispatchers on protocols and emergency response procedures.
- Collaborated with team members to improve dispatch workflows and efficiency.
- Ensured compliance with company policies and industry regulations during operations.
- Updated databases frequently with new information regarding changes in personnel, equipment or procedures.
- Dispatched resources within established guidelines based on priority of need and availability of resources.
- Provided technical guidance to field personnel as needed in order to resolve issues quickly and safely.
- Coordinated communication between responding officers, dispatchers and other personnel on an ongoing basis.
- Evaluated situations quickly and accurately in order to provide appropriate level of support while minimizing risk of injury or property damage.
- Answered questions from citizens regarding departmental policies, procedures or services offered.
- Monitored alarm systems to detect any irregularities or malfunctions.
- Responded promptly to all incoming requests for service or assistance from citizens, law enforcement agencies or other organizations.
- Logged daily activities in detail, keeping handwritten and electronic records of movement of personnel, inventory and equipment pursuant to company logging specifications.
General Store Manager
Petersfield General Store
Petersfield, Manitoba
2010 - 2016
- Managed daily store operations, ensuring smooth workflow and customer satisfaction.
- Supervised staff, providing training and guidance to enhance team performance.
- Implemented promotional strategies to increase customer engagement and sales.
- Oversaw daily operations of store, including inventory, and supply restocking, cash-handling and assisting customers.
- Supervised receiving, stocking, merchandising, display maintenance and other related tasks.
- Provided customers with information about product features and assisted them in selecting items.
- Maintained records of inventory, sales, and personnel activity.
- Inspected store premises regularly to maintain cleanliness and a safe working environment.
- Resolved customer complaints promptly and professionally.
- Delegated work to staff, setting priorities and goals.
- Monitored staff performance and provided feedback to ensure service standards were met.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
Customer Service Representative
Skybridge Marketing
Selkirk, Manitoba
2007 - 2010
- Handled customer inquiries via phone, email, and chat efficiently.
- Resolved complaints and provided solutions to enhance customer satisfaction.
- Maintained accurate records of customer interactions in CRM system.
- Collaborated with team members to improve service processes and workflows.
- Educated customers about products and services to facilitate informed decisions.
- Monitored service metrics to identify areas for operational improvement.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Assisted in training new representatives on company policies and procedures.
Business/Residential Cleaner
Steadfast Cleaning Services
Winnipeg, Manitoba
2005 - 2007
- Ensured adherence to safety protocols and proper handling of cleaning chemicals.
- Inspected completed work to ensure high-quality standards were consistently met.
- Followed instructions from supervisors regarding special tasks or requests.
- Dusted furniture, fixtures and window sills.
- Cleaned, scrubbed, and polished bathrooms, kitchens, living rooms, bedrooms and hallways.
- Swept, vacuumed, mopped and waxed floors.
- Communicated effectively with clients to understand specific cleaning needs.
- Respected customer's privacy while performing duties in their homes.
- Emptied trash cans and disposed of waste materials properly.
- Interacted pleasantly with clients and guests when performing daily duties.
Supervisor
McPhillips Street Station Casino
Winnipeg, Manitoba
1997 - 2004
- Supervised daily cashier operations and ensured efficient customer transactions.
- Trained new staff on register procedures and customer service techniques.
- Managed cash drawers, verifying accuracy and addressing discrepancies promptly.
- Assisted in inventory management by tracking merchandise levels and restocking shelves.
- Developed scheduling plans to optimize team coverage during peak hours.
- Coordinated promotional displays to enhance product visibility and encourage sales.
- Handled customer inquiries and resolved complaints with professionalism and care.
- Monitored shift-level performance, providing coaching and guidance to staff on proper cash handling procedures.
- Maintained an organized work environment by stocking shelves and cleaning up after each shift.
- Counted and balanced registers.
- Collaborated with IT department to troubleshoot technical problems related to software programs used for managing cashier operations.
Education
GED -
Lord Selkirk Comprehensive High School
Selkirk, MBSkills
- Customer relationship management
- Complaint resolution
- Payment processing
- Service coordination
- CRM software proficiency
- Team leadership
- Excellent work ethic, reliable, responsible, and self-motivated
- Organized, dedicated, and worked under strict deadline schedules
- Detail-oriented, problem solver, and team player with a strong sense of responsibility and self-motivation
- Equally effective working independently and as a team member
- Knowledge in accounting, switchboard operation, filing, faxing, and data entry
- Proficient with computer programs such as Excel, Word, email, and many other programs
Affiliations
- Gardening
- Reading
- Outdoor activities such as boating, swimming, walking
- Arts and crafts, drawing
- Spending time with my family and friends and my pets
Accomplishments
- Competed in Miss Selkirk Steelers Queen and came in second runner up as well as was awarded the Miss Congeniality Award
- Course in Tourism and Hospitality
- Multiple management positions
Timeline
Customer Service Representative
SAS - Strategic Alarm Systems
01.2020 - 03.2025
Alarm Dispatcher
Securtek Monitoring Solutions
04.2016 - 11.2019
General Store Manager
Petersfield General Store
2010 - 2016
Customer Service Representative
Skybridge Marketing
2007 - 2010
Business/Residential Cleaner
Steadfast Cleaning Services
2005 - 2007
Supervisor
McPhillips Street Station Casino
1997 - 2004
GED -
Lord Selkirk Comprehensive High School