CARLY MORRISON
Barrie,Ontario
Summary
Dedicated and skilled administrative assistant and quality assurance representative with extensive experience in coordinating, planning, and supporting daily operational and administrative functions. Highly motivated, flexible, and adaptable team player with excellent written and oral communication skills. Able to work effectively in a team setting or with minimum supervision. Highly focused and quick learner, able to identify goals and priorities and resolve issues in initial stages. Proficient in Microsoft Office System and electronic mail systems. Strong organization and time-management skills. Keyboarding skills of 50 WPM, along with data entry proficiency. Possesses a strong understanding of the importance of confidentiality. Seeking full-time employment opportunity.
Overview
12
12
years of professional experience
Work History
Verification Specialist
CANADA DIRECT
09.2011 - 03.2023
- Listened to all agent calls for each dialing campaign (most major banks, charities, long distance) I was the final step before sending off to the bank or main client
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
- Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Sales agent
CANADA DIRECT
09.2011 - 03.2023
- Provided exceptional customer service, resulting in high levels of customer satisfaction and repeat business.
- Increased sales revenue by developing and maintaining strong client relationships.
- Exceeded monthly sales targets through proactive prospecting and lead generation.
- Collaborated with team members to develop innovative sales approaches, fostering a competitive edge within the industry.
- Engaged in friendly conversation with customer to better uncover individual needs.
Quality assurance rep
CANADA DIRECT
09.2011 - 03.2023
- Presented findings from audits to management teams, driving improvements in overall operational performance.
- Maintained detailed records of test results, providing valuable data for future process improvements.
- Managed multiple projects simultaneously, ensuring timely completion of all QA tasks and deliverables.
- Reviewed and scored calls made utilizing company-defined quality monitoring standards
- Developed training materials for new hires, fostering a culture of continuous improvement within the QA team.
Script development team
CANADA DIRECT
09.2011 - 03.2023
- Developed and evaluated solution options to build consensus and drive quality solutions.
- Created process and delivery improvements to reduce build cycle time.
- Promoted professional growth within the team by providing opportunities for skill upgrades and knowledge sharing sessions.
- Reduced development time by optimizing resource allocation and task prioritization for the team.
Trainer
CANADA DIRECT
09.2011 - 03.2023
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Education
Medical Office Administrator
Everest College
Barrie, ON01.2010
Skills
- Problem-solving skills
- Customer Support
- Data Entry
- Call Center Customer Service
- Resolving issues
- Inbound phone calls
- Call Center Operations
- Communicating with clients
- Call Control
- Answering questions
- Complaint resolution
- Product Knowledge
- Inbound Phone Call Management
- Logging call information
- Sales expertise
- Quality Assurance Controls
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Multi-Line Phone Systems
- Following scripts
Additional Information
- Fully Vaccinated
References
References available upon request
Timeline
Verification Specialist
CANADA DIRECT
09.2011 - 03.2023
Sales agent
CANADA DIRECT
09.2011 - 03.2023
Quality assurance rep
CANADA DIRECT
09.2011 - 03.2023
Script development team
CANADA DIRECT
09.2011 - 03.2023
Trainer
CANADA DIRECT
09.2011 - 03.2023
Medical Office Administrator
Everest College
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