CHANEL MCKNIGHT
Toronto,Canada
Summary
Dynamic Customer Service Representative with over 10 years of experience in telephone and face-to-face interactions, specializing in troubleshooting, handling inquiries and complaints, and providing technical support. Proven track record of efficiently resolving issues while ensuring high levels of customer satisfaction, demonstrating a commitment to excellence. Strong emphasis on teamwork, adaptability, and achieving performance targets, complemented by exceptional skills in active listening, problem-solving, and multitasking. Dedicated to continuous growth within the customer service field, with a keen eagerness to expand expertise to enhance overall service delivery.
Overview
9
9
years of professional experience
Work History
Call Center Representative
Fundraising Direct
02.2023 - Current
- Managed high-volume inbound and outbound calls to achieve fundraising goals.
- Maintained and updated donor databases, ensuring accurate records and timely follow-ups.
- Increased donor engagement through persuasive, personalized communication tailored to various donor segments.
- Consistently met or exceeded daily performance metrics, contributing to overall campaign success.
- Presented the organization’s mission effectively to secure donations and build long-term support.
- Provided feedback to improve scripts and refine messaging based on donor responses.
- Demonstrated strong multitasking skills by managing multiple communications while accurately processing donations.
- Handled customer inquiries via phone and email, ensuring timely and professional resolutions.
- Maintained confidentiality and adhered to data security protocols when handling sensitive information.
- Built rapport with donors and customers through active listening, empathy, and clear communication.
- Adapted quickly to new campaigns, scripts, schedules, and shifting priorities.
- Collaborated with team members and participated in ongoing training to improve performance and productivity in a remote environment.
Community Support Worker
VHA Home Healthcare
Toronto, Ontario
09.2019 - 12.2021
- Assist Clients in their home to manage hoarding
- Worked closely with clients on a 1 on 1 basis to develop a plan a system to manage hoarding
- Keep accurate and up to date records of client interactions
- Communicate regularly with management, co-workers, and supervisors
- Support clients with emotional, mental and physical needs
- Provide referrals and information to clients to seek outside assistance
- Developed individualized care plans in collaboration with healthcare professionals to meet client needs effectively.
- Provided compassionate support to clients, enhancing their daily living activities and overall well-being.
- Facilitated communication between clients, families, and healthcare teams to ensure coordinated care delivery.
- Implemented feedback mechanisms to assess client satisfaction and improve service delivery processes.
Social Service Worker (Co-Op)
Albion Neighborhood Services
Toronto, ON
05.2019 - 08.2019
- Performed various administrative tasks, including intakes and assessments, filing paperwork, fax, emailing, reports, preparing documents for housing, immigration as well as legal matters
- Organized individual referrals to obtain community service, including advocating for needs and resolving roadblocks.
- Referred families to shelters, legal resources and educational programs.
- Worked face to face with clients regarding immigration issues on a daily basis while providing professional and efficient customer service
- Maintained accurate and current client data with manual forms, and database
- Regularly communicate with supervisor and staff members
- Provided exceptional customer service to diverse community members, addressing inquiries and resolving issues promptly.
- Assisted clients with accessing community resources, fostering connections between individuals and services offered.
- Trained new staff on protocols and best practices, promoting a culture of teamwork and continuous improvement.
- Utilized problem-solving skills to address complex customer needs effectively.
Customer Service Representative
VoiceLogic
Toronto, ON
11.2017 - 08.2019
- Conducted phone communications with clients to ensure accuracy of information and records.
- Entered customer interaction data into software to facilitate problem resolution and maintain comprehensive records of solutions provided.
- Maintained exceptional performance by regularly exceeding the benchmark of 150 calls per shift.
- Facilitated technical support and troubleshooting to enhance system functionality.
- Resolved inquiries, complaints, and concerns with efficiency and professionalism.
- Implemented directives and scripts accurately to maintain operational standards and efficiency.
- Ensured optimal customer satisfaction by actively engaging and addressing client needs during interactions.
- Resolved customer inquiries efficiently, ensuring high satisfaction levels.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Call Centre representative
Logitech
Toronto, Ontario
05.2017 - 02.2018
- Facilitated customer interactions through targeted outbound calling to strengthen relationships.
- Provided detailed and courteous customer service while efficiently handling 120+ calls per shift to enhance customer satisfaction.
- Documented and verified source data, encompassing names, addresses, phone numbers, and card details for database integrity.
- Utilized strong listening skills and empathy to resolve customer inquiries and ensure satisfaction.
- Contributed to team dynamics by fostering open communication and cooperation.
- Handled customer inquiries promptly, contributing to elevated satisfaction and long-term loyalty.
- Collaborated with team members to streamline call handling processes, enhancing overall productivity.
- Mentored new representatives on best practices for customer interaction and troubleshooting techniques.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
Education
Diploma - Social Service Worker
Humber College
Toronto, ON01-2019
High School Diploma - undefined
Downsview Secondary School
Toronto, ON01-2007
Skills
- Excellent problem-solving and critical-thinking skills
- Proficient in Microsoft Word, Excel (spreadsheets, data tracking), and PowerPoint
- Strong verbal and written communication skills
- Technical support and basic troubleshooting
- Accurate data entry and database management
- CRM software and call center operations experience (inbound/outbound)
- Payment processing and transaction handling
- Objection handling and persuasive communication
- Customer communications (phone, email, chat)
- Strong time management and multitasking abilities
- Effective team collaboration and conflict resolution
- Excellent customer service and client relationship management
- Adaptable to new systems, tools, and remote work environments
- Knowledge of data security and confidentiality protocols
- Energetic with a positive, professional attitude
Languages
English
Native or Bilingual
Timeline
Call Center Representative
Fundraising Direct
02.2023 - Current
Community Support Worker
VHA Home Healthcare
09.2019 - 12.2021
Social Service Worker (Co-Op)
Albion Neighborhood Services
05.2019 - 08.2019
Customer Service Representative
VoiceLogic
11.2017 - 08.2019
Call Centre representative
Logitech
05.2017 - 02.2018
High School Diploma - undefined
Downsview Secondary School
Diploma - Social Service Worker
Humber College