Cameron Everett
Kitchener,Ontario
Summary
Polite and professional Contact Center Agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Successful Customer Service Representative with 10+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
17
17
years of professional experience
Work History
Contact Center Agent
Ontario1Call
04.2019 - 05.2022
- Process locate requests for homeowners, contractors, utilities and municipalities
- Dispatch emergency locate requests to utilities, municipalities and/or their representatives
- Responsible for utility lookup services for companies associated with Ontario1Call
- Ensure a high level of customer service and care
- Assess and provide feedback for correcting tickets submitted online to ensure accuracy in locate requests, while maintaining an accurate and consistent workflow to prevent backups in the ticketing system
- Provided over the phone support and education in how to use the website to properly submit locate requests
- Resolved customer requests / issues in a diplomatic & friendly manner.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Sought out extra training opportunities to enhance customer relationship management abilities.
Customer Service Representative
Rogers Wireless Home-Based Support
03.2013 - 05.2014
- Took high volume of calls per day from customers requesting changes to their cell phone plan and/or with bill inquiries
- Applied credits to customers’ accounts and resolved issues with bills
- Implemented customer requests for cell phone packages, hardware upgrades, etc
- Participated in regular e-learning to stay current on latest cell phone products
- Experience in a Citrix based virtual environment
- Provided timely and friendly customer service.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Utilized customer service software to manage interactions and track customer satisfaction.
Independent Contractor I.T.
Self Employed
03.2010 - 02.2014
- Preformed computer maintenance and repair for customers
- Restored system functionality on compromised systems
- Preformed data recovery & software maintenance
- Custom built computers to customer specifications
- Invoicing and payment data entry.
- Identified new business opportunities through networking events, online platforms, or word-of-mouth referrals.
- Offered creative problem-solving techniques when faced with unexpected obstacles
Team Leader
Halloween City
09.2012 - 11.2012
- Assisted store manager with daily store operations duties
- Effectively trained new staff and created workable schedules
- Directly supervised 6-12 on a regular basis
- Communicated with store shift leaders on store goals, employee reviews and customer service feedback
- Resolved customer requests / issues in a diplomatic & friendly manner
- Performed banking, cash handling, inventory control and loss prevention duties.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Built strong relationships with customers through positive attitude and attentive response.
Shift Leader
Blockbuster Video
09.2005 - 10.2011
- Assisted store & assistant manager with daily operations of video store
- Conducted new hire training and orientation
- Provided fast dedicated and friendly service to store customers
- Accurately processed cash transactions and made bank deposits
- Received and shipped products and performed inventory control duties
- Merchandised store according to Blockbuster guidelines
- Maintained special orders and requests from valued customers.
- Conducted regular reviews of operations and identified areas for improvement.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Improved team productivity by implementing efficient scheduling and task delegation methods.
- Trained new employees and delegated daily tasks and responsibilities.
Education
Network Administration & Systems Engineering - IT Network Security
Conestoga College
Kitchener Ontario12.2016
Bachelor of Arts - Psychology
University of Guelph Open Learning Program
Guelph Ontario 09.2005
Ontario Secondary School Diploma (OSSD) -
Centennial C.V.I.
Guelph Ontario 09.1999
Skills
- 15 years customer service experience in various retail & service environments
- Highly skilled in assessing customers’ needs and providing exceptional service
- Decade of volunteer experience with community management in an online space with several hundred active users
- Well versed in using computerized systems of various types (Linux, Mac, Windows, Unix) Capable in training, supervising and supporting new staff members
- Competent in conducting inventory and merchandising stores
- Polite, honest, well-spoken, dedicated and reliable team player
- A and Network IT certifications
- Technical Troubleshooting
- Office equipment proficiency
- Report Generation
- Customer Relations
- De-Escalation Techniques
- Inbound phone calls
- Logging call information
- Data Entry
References Available
True
Timeline
Contact Center Agent
Ontario1Call
04.2019 - 05.2022
Customer Service Representative
Rogers Wireless Home-Based Support
03.2013 - 05.2014
Team Leader
Halloween City
09.2012 - 11.2012
Independent Contractor I.T.
Self Employed
03.2010 - 02.2014
Shift Leader
Blockbuster Video
09.2005 - 10.2011
Network Administration & Systems Engineering - IT Network Security
Conestoga College
Bachelor of Arts - Psychology
University of Guelph Open Learning Program
Ontario Secondary School Diploma (OSSD) -
Centennial C.V.I.