Carolyn Atwal
Burnaby,BC
Summary
Dynamic professional with a proven track record at Shaw Communications, excelling in customer care and process improvement. Recognized for enhancing client satisfaction and retention through effective problem-solving and relationship building. Skilled in documentation and record maintenance, I thrive in both independent and collaborative environments, consistently achieving service goals and driving team success.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Stay-at-Home Parent
Family Management
Burnaby, British Columbia
04.2016 - Current
- Manage household operations, scheduling and logistics for a family of five
- coordinated school, extracurricualr, and competitive cheer schedules
- re-entering workforce with updated skills and readiness to return
- Maintain strong communication with coaches, teachers, and organizations.
Technician/Customer Service
Shaw Communications
Vancouver, BC
01.2009 - 04.2016
- Recognized as the top producer for expediting processes and meeting/exceeding service goals
- Provided exceptional customer service to clients via phone, email, and in-person interactions and guided them on the effective use of products and services and payment terms
- Increased client satisfaction and retention by establishing prompt responses to escalation and actively diagnosed and resolved various technical and payment issues
- Managed and maintained records and documentation of services provided for accurate billing
- Decreased delinquency by effectively dealing and negotiating with accounts overdue by hundreds and thousands, ensuring the prevention of service suspension
- Created connection schematics for various components of the internet, cable, and phone services, ensuring on-time completion and high-level quality
- Installed, configured, and troubleshot cable, equipment, and systems in the residential and commercial customer premises
- Monitored work schedules, service calls, and tickets to promptly provide an adequate response for superior client account management
- Communicated with the supervisor and other technicians to collaborate on the current status of service requests
- Collaborated with other teams and departments to provide efficient and effective customer support
Area Manager/Team Leader
CC Concepts Inc.
09.1999 - 10.2008
- Aligned prospecting, communication, networking, and account management strategies with the Customer first approach for expanding clientele for energy solution
- Led, trained, and guided a team of over 12 customer service representatives to accomplish growth goals
- Initiated US/Canada-wide cold calling campaigns in cities throughout the United States and Canada, resulting in generating daily 100 new contacts
Education
High School Diploma -
Sundre
Sundre, AB, Canada01.1998
Skills
- Can-Do-Attitude
- Customer Care
- Planning and Implementation
- Critical Thinking & Analysis
- Process Improvement
- Relationship Building & Collaboration
- Independent and Team Work
- Strong Written and Verbal Communication
- Multitasking and Workload Prioritization
- Time Management
- Problem-Solving
- Documentation & Record Maintenance
Certification
Company Wide Training Conference Every 6 Months - How to Train-How to Be the Best Manager You Can Be- How to Motivate
References
August, Lam, 604-761-6386
Accomplishments
- Plaque of Recognition as Top Producer, Go Getter & Persistent Focused Individuals
- 25-Time Recipient of Century Club Awards, CC Concepts for 100+ deals per week
PROFESSIONAL ATTRIBUTES
- Possess excellent leadership and organizational skills and experience in stabilizing customer care operations
- Hold active listening and capable of maintaining working relationships with team members and customers, using incomparable interpersonal skills and extraordinary ways to communicate
- Exhibit the ability to pay attention to the details with a capacity to compare different scenarios for determining a course of action
Timeline
Stay-at-Home Parent
Family Management
04.2016 - Current
Technician/Customer Service
Shaw Communications
01.2009 - 04.2016
Area Manager/Team Leader
CC Concepts Inc.
09.1999 - 10.2008
High School Diploma -
Sundre