Summary
Overview
Work History
Education
Skills
Work Availability
Quote
Timeline
Hi, I’m

Catherine Cook

Customer Service Specialist
Moncton,NB
Catherine Cook

Summary

Flexible Customer Solution Specialist works well independently and collaboratively with other departments. Strong organizational and communications skills for thinking quickly and solving problems in fast-paced environment. Adept at handling multiple tasks efficiently and accurately, exhibiting professionalism and maintaining confidentiality at all times. Brings top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.

Overview

21
years of professional experience
5
years of post-secondary education

Work History

Xperigo
Moncton, NB

Solutions Specialist
11.2018 - 02.2023

Job overview

  • Providing emergency roadside assistance for numerous OEM
  • Technical Support Telematics various OEMs
  • Technical Support Electric Vehicle Charging Stations
  • Dispatcher for CAA
  • Peer support for fellow team members
  • Ensure all outstanding calls were assigned and being actioned appropriately decreasing customer need to call back
  • Implemented corrective actions to fix root causes of various issues
  • Resolved customer issues quickly and efficiently to enhance overall customer satisfaction ratings
  • Increased productivity by collaborating with management to develop process improvements


ExxonMobil Retired
Moncton, NB

Supply Management Support Specialist
09.2017 - 10.2018

Job overview

  • Involved in all concerns from customers sourcing Fuels (Gas and Diesel) from North American Terminals
  • Receiving phone calls from customers, drivers and terminal personnel
  • Provide additional allocation when permissible, troubleshoot driver issues at the terminal, update lifting limits as supply allowed
  • Updated many outdated processes as required for audit
  • Developed and maintained courteous and effective working relationships

Service Request Specialist
12.2012 - 09.2017

Job overview

  • Major accomplishment - Reducing completion time from 124 days to 26 days in 2 months by ensuring existing processes were enforced
  • Customer Satisfaction scores increased 18% in first 6 months
  • Liaison between Customer Service and Operations in relation to any dispute filed by global customers receiving product from North American plants
  • Created current processes and ensured processes are inline and complaint for involved in ISO 9002 audit.
  • Worked flexible hours across night, weekend and holiday shifts
  • Skilled at working independently and collaboratively in a team environment
  • Self-motivated, with a strong sense of personal responsibility
  • Resolved problems, improved operations and provided exceptional service
  • Delivered services to customer locations within specific timeframes
  • Assisted with day-to-day operations, working efficiently and productively with all team members
  • Adaptable and proficient in learning new concepts quickly and efficiently
  • Proven ability to learn quickly and adapt to new situations
  • Proved successful working within tight deadlines and a fast-paced environment
  • Used critical thinking to break down problems, evaluate solutions and make decisions
  • Identified issues, analyzed information and provided solutions to problems
  • Demonstrated creativity and resourcefulness through the development of innovative solutions
  • Worked effectively in fast-paced environments

Order DCP
04.2007 - 12.2012

Job overview

  • Involved in all aspects of managing orders from placement to post-delivery
  • Was order contact for international manufacturing and technology trade show (IMTS - Chicago)
  • Ensuring company's product was available fo equipment to be showcased and sold direct from trade show, increasing probability of securing new customer . Was Invited to attended show three times greeting customers, ensuring the company's branding was adequately displayed
  • Trained new employees on proprietary systems, providing support during initial live calls
  • Ensured that the knowledge and experience I had obtained was both passed on verbally and documented to assist others, both new hires and veterans
  • Continually updated processes with latest changes, to ensure that the company was compliant globally and all local processes and exceptions were documented for ISO9002 audit.
  • Completed daily reports for entire order team, ensuring that all metrics and responsibilities were completed and accurate prior to shipping.

Project Associate
01.2010 - 01.2012

Job overview

  • I was chosen to collaborate with a global team to beta test new environment that was introduced to all customers in 2012
  • Provided training to all employees and customers involved in my area of expertise
  • Ensured flawless transition. All orders and invoices flowed easily through EDI (Electronic Data Interface) all products reached customers, without error, and invoices were sent promptly and correctly.
  • Partnered with project team members to identify and quickly address problems

ICT GroupMoncton, Direct Energy
, NB

Supervisor
05.2004 - 04.2007

Job overview

  • Exercised leadership capabilities by successfully motivating and inspiring others
  • Adaptable and proficient in learning new concepts quickly and efficientlyMaintained 80% retention through transition from Ontario to New Brunswick
  • Set retention goals for the team and provided coaching to ensure achievement
  • Taking escalated calls for customers that wanted to speak to a supervisor
  • Handled deescalation and making sure the customer’s questions and concerns were fully satisfied
  • Coaching CSR’s, Providing Guidance, Ensuring smooth call flow, Analyzing statistics, giving agent feedback and coaching.
  • Achieved results by working with staff to meet established targets

Petro Oil Company

Supervisor
01.2004 - 12.2004

Job overview

  • Successfully managed a team of up to 55 employees
  • Insured implementation of call center policies, operations and performance standards were understood and followed by agents
  • Received inbound escalated calls from 1st tier CSR’s for customers that wanted to speak to a supervisor
  • Handled deescalation and making sure the customer’s questions and concerns were fully satisfied
  • Monitored calls and provided feedback during coaching sessions
  • Implemented effective customer service strategies
  • Performed statistical analysis for each individual agent on a weekly basis providing coaching to insure adherence to statement of work.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs
  • Maintained compliance with company policies, objectives, and communication goals

Moncton
, NB

Animal Care Supervisor
08.2002 - 12.2003

Job overview

  • Ensuring the comfort and safety of animals, Diagnosing and providing medication, Performing Euthanasia, Reception, Website, Newsletter, Press Releases, Payroll, Scheduling, Inventory and Ordering, Animal control, On-Call 24 hour Emergency Service
  • Summary of qualifications
  • I am extremely customer oriented, always willing to go the extra mile in order make the customer feel valued
  • Offering alternate solutions, prompt responses and friendly greetings and salutations.

Education

University of New Brunswick
Fredericton, NB

Bachelor of Science from Biology, Mammalogy, Physics
09.1991 - 05.1996

University Overview

Chemistry, Psychology

  • Member of Biology Club

Skills

    SAP understanding

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Availability
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Quote

There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Timeline

Solutions Specialist
Xperigo
11.2018 - 02.2023
Supply Management Support Specialist
ExxonMobil Retired
09.2017 - 10.2018
Service Request Specialist
12.2012 - 09.2017
Project Associate
01.2010 - 01.2012
Order DCP
04.2007 - 12.2012
Supervisor
ICT GroupMoncton, Direct Energy
05.2004 - 04.2007
Supervisor
Petro Oil Company
01.2004 - 12.2004
Animal Care Supervisor
Moncton
08.2002 - 12.2003
University of New Brunswick
Bachelor of Science from Biology, Mammalogy, Physics
09.1991 - 05.1996
Catherine CookCustomer Service Specialist