CAROLINE CHIU
Niagara Falls
Summary
A dynamic customer service professional with over 20 years of customer service and inside sales. An analytical problem solver with a high level of integrity. A well organized, efficient, and high energy team player. Strong communication and interpersonal skills that inspire and motivate others within the organization towards success. Specialize in quality, speed and process optimization. Excellent numerical skills with great attention to details and accuracy. Highly motivated, enthusiastic, result driven to cultivate new and growing business. Strong willingness to learn and adapt to different situations.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
Right Time Heating and Air Conditioning
01.2008 - Current
- Answer and address incoming inquiries via phone, email and chat
- Identify sales opportunities and overcome objections
- Assist customers in troubleshooting questions, issues complaints and inquiries related to product and services
- Efficiently reviewed customers accounts
- Processing payments
- Schedule service appointments prioritizing most urgent calls
- Ensure a quality customer experience by relaying detailed and accurate information to the technicians in the field
- Maintained 80% closing
Medical Receptionist
Dr. Joseph Kozak
12.2019 - 02.2021
- Attended to all clients' needs and queries while optimizing patient schedule
- Efficiently reviewed clients' claims and processed patients’ payments
- Satisfying clients daily needs and questions
- Checking to ensure that accurate information is given to clients and management, which requires being detail oriented
- Worked closely with team members to develop solutions and meet deadlines.
Parts Specialist/Technical Support Rep
Unique Off Grid Appliance
04.2016 - 10.2019
- Coordinated and executed daily parts deliveries to business and direct consumers
- Sourced and compiled a directory of service technologists across Canada to service company products reducing returns
- Finalized sales, contracts, logs and documentation
- Communicated product expertise and developed process improvements to meet organizational goals
- Instructed customers on how to properly operate, care for and configure appliances.
Trade Partner Service Support
Whirlpool Canada
04.2006 - 03.2016
- Liaised between Whirlpool, national and key accounts to resolve post sales escalations in a business-to-business environment
- Coordinated service calls, followed up with technicians and customers to ensure all issues were resolved
- Provided continuous support to our internal partners sharing knowledge of our service network
- Participated in strategy sessions to identify gaps and opportunity for continued growth
- Optimized procedures that reduced returns by 25%
- Finalist for the “Spirit of Winning Award” for Whirlpool Canada.
Education
Diploma - Management and Leadership, Safety
Sheridan College
2004
Career Diploma - Marketing and Business Administration
Seneca College
2002
Skills
- SKILLS AND EXPERIENCE HIGHLIGHTS
- Excellent verbal and written communication, interpersonal and presentation skills and the ability to establish and develop strong relations with customers
- Strong knowledge in sales with focus on new business development and building lasting relationships
- Handle difficult situations with calm and professionalism
- Self-motivated and driven to exceed goals and expectations
- Good planning, organizing and coordination skills
- Excellent team player while able to work with minimum supervision
- Proactive, flexible and adaptable to a rapidly changing environment
- Excellent time management skills
Timeline
Medical Receptionist
Dr. Joseph Kozak
12.2019 - 02.2021
Parts Specialist/Technical Support Rep
Unique Off Grid Appliance
04.2016 - 10.2019
Customer Service Representative
Right Time Heating and Air Conditioning
01.2008 - Current
Trade Partner Service Support
Whirlpool Canada
04.2006 - 03.2016
Diploma - Management and Leadership, Safety
Sheridan College
Career Diploma - Marketing and Business Administration
Seneca College
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