CATHERINE ASMAH
Mississauga,Ontario
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Support Specialist
Rose Rocket
10.2021 - Current
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring high level of professionalism at all times.
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Delivered proactive maintenance suggestions to clients, reducing system downtime and improving overall performance.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Assisted in development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
- Supported product development teams, providing valuable insights based on customer feedback.
- Maintained in-depth knowledge of products, staying up-to-date on new features, updates, and bug fixes to better assist customers.
- Mentored new hires, helping them quickly acclimate to their roles as Customer Support Specialists.
Customer Service Supervisor
Rogue Specialty Transport
01.2018 - 10.2021
- Responsible for providing industry leading client based service to all of Rogue's Healthcare and non-healthcare clients
- Team lead in healthcare equipment inventory
- Inventory control over Baxter products, Stryker Stretchers and other medical clients
- Developed and implemented on boarding curriculum and organizational structure for new and existing personnel
- Participating in sales negotiations and creating rating profiles for potential customers
- Drafted action plans and led meetings with executives to review status and propose new changes
- Strategically implementing process improvements within company and overseen departments
- Managed day to day reporting including daily OTD, Status Updates, trend analysis and issue tracking
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions for customers
- Checked status of orders with backordered products each day and coordinated efficient shipments
- Develop and manage key performance indicators at day-to-day level to ensure that transportation cost is in line with planned budget
- Extensive contact and interaction with clients in situations requiring problem resolution, and duties which relate specifically to customer concerns
- Manage, lead and coordinate all specialty projects within organization.
Sales & Customer Relations Specialist
Speed X
01.2017 - 07.2017
- Managed customer accounts to secure customer satisfaction and repeat business.
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Developed candidate and client base through cold calling, referrals and recruiting
- Scheduling meetings with potential clientele and existing clients on and offsite
- Participating in sales negotiations and creating rating profiles for potential customers
- Overseeing sales department and strategic business development promoting company growth
- Created and delivered monthly departmental and QBR reports
- Reviewing and generating monthly sales and load reports
- Putting in place LTL and TL partnered carriers for introduction to services
- Freight Tracing/Problem solving for customers inquiring movement updates
- Communicating effectively with customers, outside carriers, and customer service representatives, handling questions, concerns
- Professionally and positively managing customer database and clientele acquisition listings
- Responsible for financial performance, profitability and risk assessment within department
Customer Care & OS&D Clerk
Apex Motor Express
06.2012 - 02.2016
- Consistently provided high-level product and leadership support to representatives and clients
- Prepared documentation using word processing, spreadsheets, comprehensive material reports using MS Office
- Quality control reports
- Freight Tracing/Problem solving for customers inquiring movement updates
- Improved shipment accuracy by closely tracking and resolving OS&D issues in a timely manner.
- Demonstrated strong attention to detail when reviewing bills of lading, manifests, invoices, and other shipping documents for accuracy as part of the overall effort to prevent future OS&D situations from arising.
- Ensured compliance with all relevant regulatory requirements in relation to OS&D management and reporting procedures.
- Inspected shipments to validate claims; work with claimants to assess responsibility and recreate damage scenarios to assess liability
- Extensive contact and interaction with clients in situations requiring problem resolution, and duties which relate specifically to Customer concerns
- Provide various types of office support such as responding to customer inquiries, maintaining customer accounts, processing applications for service
- Coded all inbound daily pickups for freight to be forwarded to correct servicing terminal
Customer Service & Fleet Maintenance
Speedy Transport
09.2014 - 06.2015
- Processed customer service orders promptly to increase customer satisfaction.
- Reduced response times for critical incidents by optimizing tracking protocols and communication channels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.
- Scheduled driver's monthly 120 inspections, and provided notification of Annual Safety Certificates due for current month
- Managed fleet maintenance schedules, ensuring timely repairs and minimizing vehicle downtime.
- Implemented preventive maintenance measures, reducing the frequency of costly breakdowns and unplanned repairs.
- Completed new hire orientation for new owner operators
- Created decal kits for installation on new trucks for all terminals
- Issued P.O's for drivers requiring service call/ assistance.
Education
High School Diploma -
HAROLD BRATHWAITE S.S
Brampton, ON06.2007
Skills
- Customer Relationship Management (CRM)
- CRM Software
- Ticket management
- Live chat support
- Quality Assurance
- Customer Response
- Customer Service
- Customer Relations
- Order Processing
- Critical Thinking
- Microsoft Office Suite
- Account Management
- Warehousing functions
- Staff Training
- Microsoft Outlook
- Shipping procedures understanding
Certification
DANEROUS GOODS CERTIFICATE, Mississauga ON, 2019
References Available
True
Volunteer Experience
- Internship at the Ontario Court of Justice.
- Member of Community Outreach Program
- Member of ANIDA ( Non- profit organization)
Languages
English
Native or Bilingual
Timeline
Customer Support Specialist
Rose Rocket
10.2021 - Current
Customer Service Supervisor
Rogue Specialty Transport
01.2018 - 10.2021
Sales & Customer Relations Specialist
Speed X
01.2017 - 07.2017
Customer Service & Fleet Maintenance
Speedy Transport
09.2014 - 06.2015
Customer Care & OS&D Clerk
Apex Motor Express
06.2012 - 02.2016
High School Diploma -
HAROLD BRATHWAITE S.S