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.
Hi, I’m
Catherine Cook
Customer Service Specialist
Moncton,NB
Summary
Overview
21
years of professional experience
5
years of post-secondary education
Work History
XperigoMoncton, 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 RetiredMoncton, 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- Updated many outdated processes as required for audit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 BrunswickFredericton, NB
Bachelor of Science from Biology, Mammalogy, Physics
09.1991 - 05.1996
University Overview
Chemistry, Psychology
- Member of Biology Club
Skills
SAP understanding
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.
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