Catherine Young
Belleville,ON
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
20
20
years of professional experience
Work History
Inbound Call Center Representative
M.A.P. Communications (Extend Communications)
10.2020 - 06.2025
- Company Overview: T.A.S Communications was acquired by Extend Communications in October 2024. Then October 2024, Extend Communications was acquired by M.A.P. Communications, and is still affiliated with them.
- Responsibilities included taking after business hours over the phone messages for various clients within a variety of businesses; such as medical supplies, absenteeism notification, and towing companies.
- Messages were either patched through to the on-call representative for assistance, saved to dispatch to the office on the next business day, or saved to dispatch to the on-call at a later time same night.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Exceeded performance metrics consistently, with a 90% quality average or higher, earning recognition as a top performer within the team.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Assisted in training new Customer Service Representatives on company policies, procedures, and best practices. This included providing fellow Customer Service Representatives with a detailed template that was used repeatedly for quick, afficent processing for medical supply equipment to patients.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call guidelines for service levels, handle time and productivity.
Technical and Customer Support Representative
Concentrix
10.2009 - 10.2019
- Responded to customer requests for products, services, and company information.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Participated in training programs to enhance product knowledge and customer service skills.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence. During my time with Concentrix I was part of the Case Management Team for one of the clients. Resolving the customer concerns as a Case Manager would include technical troubleshooting for hardware or software issues. These steps would allow us tp determine if hardware needed to be exchanged, or if unit could be reformatted due to software issues.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Met customer call guidelines for service levels, handle time and productivity.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
Education
Diploma - Early Childhood Education
Loyalist College of Applied Arts & Technology
Belleville, Ontario01.2007
Diploma - undefined
Moria Secondary School
Belleville, Ontario01.1993
Skills
- Fast keyboard skills
- Proficient in Microsoft Windows
- Proficient in managing multiple tasks
- Effective time management
- Effective organizational skills
- Professional phone communication
- Effective communication
- Proficient in Microsoft Office
- Critical thinking and analysis
- Attentive listening
- Problem-solving skills
- Skilled in managing inbound calls
- Fostering relationships with both clients and team members to ensure repeat customers and boost morale
- Customer support via live chat
- Proficient in handling multi-line phone systems
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Languages
English
Native or Bilingual
Certification
G Ontario License acquired 6/24/25.
Interests
- Road Trips
- Train Travel
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Strategy Games
- I have a passion for photography and editing photos
- Creating digital artwork using software like Photoshop, Illustrator, or Procreate
- Reading
- Swimming
- Kayaking
- Drone Piloting
- Growing herbs, vegetables, or fruits in home gardens
- Historical Exploration
- Bread Making
- Avid Reader
- Enjoying the art of baking and pastry-making, experimenting with recipes
- Photography
- Adventure Travel
- Passionate about balancing physical health with mental and emotional wellness
- Gardening
- Knitting and Crocheting
- Music
- Animal Care
Timeline
Inbound Call Center Representative
M.A.P. Communications (Extend Communications)
10.2020 - 06.2025
Technical and Customer Support Representative
Concentrix
10.2009 - 10.2019
Diploma - undefined
Moria Secondary School
Diploma - Early Childhood Education
Loyalist College of Applied Arts & Technology
Total Years Of Experience
30+
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