Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Catherine Fraser

Wasaga Beach,Ontario

Summary

Customer Service Representative bringing 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

18
18
years of professional experience

Work History

Customer Service Advocate

Porter Airlines
07.2024 - Current
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Managed high call volume during peak hours, prioritizing urgent cases while maintaining attention to detail.
  • Maintained a positive work environment, fostering team collaboration and continuous improvement.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

Customer Solutions Specialist

Rogers
08.2008 - 05.2024
  • Managed a high volume of inbound calls, maintaining professionalism and efficiency under pressure.
  • Contributed to the overall growth of the company by consistently surpassing sales targets and delivering exceptional customer experiences throughout each transaction.
  • Increased client retention through personalized attention and proactive problemsolving.
  • Conducted regular follow-ups with customers, solidifying relationships and ensuring ongoing satisfaction.

Travel Consultant

Arvato For Epedia.ca
05.2006 - 08.2008
  • Built strong relationships with clients through exceptional communication and personalized service.
  • Organized trips for individual, family and business travelers.
  • Worked closely with clients to understand unique needs and meet specific travel desires.
  • Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.
  • Handled sensitive information with professionalism and discretion.
  • Informed clients of travel policies and utilized preferred vendors to maximize company profits

Quality Assurance Analyst

Arvato
05.2006 - 08.2008
  • Mentored and coached team members on QA topics and strategies.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Fixed identified issues to improve workflows.
  • Assisted teammates in developing skills necessary to grasp application concepts and tool suite.
  • Organized and maintained work environment to allow for maximum productivity.
  • Conducted training sessions for junior QA analysts, enhancing their skills and knowledge of industry best practices.

Education

Travel And Tourism Managment - Tourism

National School of Learning
09.2000

Skills

  • Client Retention
  • Complaint Investigation and resolution
  • Critical Thinking
  • CRM software proficiency
  • Teamwork and Collaboration
  • Calm and Professional Under Pressure
  • Computer Skills
  • Understanding Customer Needs
  • Relationship Building
  • Microsoft Office

Languages

English

Timeline

Customer Service Advocate

Porter Airlines
07.2024 - Current

Customer Solutions Specialist

Rogers
08.2008 - 05.2024

Travel Consultant

Arvato For Epedia.ca
05.2006 - 08.2008

Quality Assurance Analyst

Arvato
05.2006 - 08.2008

Travel And Tourism Managment - Tourism

National School of Learning

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Catherine Fraser