Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Chantalle Bowers

Edmonton

Summary

Accomplished professional with expertise in customer resolution and data management, honed at Startek. Leveraged CRM software to boost first-call resolution rates by 20%. Proficient in Microsoft Excel and adept at problem-solving, fostering customer satisfaction. Recognized for active listening and building rapport, ensuring seamless service delivery and enhancing team efficiency.

Overview

21
21
years of professional experience

Work History

Driver

Dediccated Designated Driver
10.2021 - 06.2022


  • Utilized navigation tools to identify efficient routes, enhancing overall service quality.
  • Followed all relevant traffic laws and safety regulations.
  • Responded to calls to meet and collect clients and their vehicles at their location.
  • Drive my 2nd driver to location to drive the customers vehicle to their home.
  • Calculated mileage and cost of service as well as processed payment.


Data Entry Clerk

Flint Energy
09.2008 - 01.2009
  • Entered data accurately into company database, ensuring information integrity and accessibility.
  • Assisted in maintaining organized digital records, streamlining retrieval processes for team members.
  • Processed incoming data requests promptly, enhancing overall departmental efficiency.
  • Verified accuracy of entered information by cross-referencing with source documents regularly.
  • Utilized spreadsheet software to analyze and summarize data sets for management review.
  • Collaborated with colleagues to troubleshoot data discrepancies, fostering a cooperative work environment.
  • Adapted quickly to new software tools and systems, improving personal productivity and workflow efficiency.
  • Completed data entry tasks with accuracy and efficiency.
  • Followed established procedures to enter and process data correctly.
  • Organized, sorted, and checked input data against original documents.
  • Verified accuracy of data entered into system to produce error-free reports.
  • Sorted documents and maintained organized filing process.
  • Verified entered data against source documents to maintain consistency across multiple platforms within the organization.
  • Prioritized tasks effectively to ensure timely completion of all assigned projects without sacrificing attention to detail.
  • Maintained strict confidentiality of sensitive client information, ensuring compliance with industry regulations and company policies.

Customer Resolution Agent

Startek
09.2001 - 08.2006
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Utilized CRM software to document interactions and track customer resolutions.
  • Collaborated with team members to streamline resolution processes and enhance efficiency.
  • Maintained accurate records of customer interactions and follow-up actions.
  • Provided support during peak times, adapting quickly to changing circumstances.
  • Engaged customers empathetically, fostering positive relationships and satisfaction.
  • Trained new staff on standard operating procedures for customer resolution practices.
  • Increased first-call resolution rate through thorough understanding of products/services offered and effective troubleshooting skills.
  • Provided exceptional service through active listening, understanding customers'' needs, and offering tailored solutions.
  • Handled escalated calls professionally, calmly addressing client concerns and facilitating satisfactory resolutions.
  • Utilized strong attention to detail and excellent organizational skills to maintain accurate and up-to-date records of all customer interactions.
  • Contributed to positive workplace culture by actively participating in team meetings, workshops, and brainstorming sessions on best practices for improved customer service experiences.
  • Maintained a high level of professionalism while addressing customer inquiries and complaints via phone, email, or chat.
  • Conducted regular reviews of personal performance metrics to identify areas for improvement and continuously enhance skillset.
  • Exceeded performance metrics by efficiently handling customer interactions and resolving issues quickly.
  • Enhanced customer satisfaction with timely and empathetic problemsolving.
  • Communicated effectively with internal departments, ensuring timely resolution of any customer issues requiring cross-functional collaboration.
  • Supported colleagues during peak periods or high call volumes, sharing expertise as needed to ensure seamless service delivery across the team.
  • Assisted in the development of training materials for new Customer Resolution Agents, ensuring consistency in service delivery.
  • Retained customers considering cancellation by offering alternative options or incentives tailored to their individual needs.
  • Managed a high volume of inbound calls, prioritizing urgent matters and maintaining composure under pressure.
  • Reduced average call handle time by utilizing efficient problem-solving techniques and staying up-to-date on company policies/procedures.
  • Identified and assessed customer's needs quickly and accurately.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.

Education

No Degree - Business Technology Information/Communication Syst

St. Lawrence College
Cornwall, ON
06-2001

Skills

  • Time management
  • Valid Driver's license
  • Customer service
  • Clean driving record
  • Problem-solving
  • Punctual and reliable
  • Flexible schedule
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Call center experience
  • Computer proficiency
  • Conflict resolution
  • Complaint handling
  • Microsoft Excel
  • Payment processing
  • Customer satisfaction measurement
  • Professional telephone demeanor
  • Microsoft outlook
  • Call management
  • Product knowledge
  • Paperwork processing
  • Documentation
  • Administrative support
  • Microsoft Office Suite
  • Customer relationship management (CRM)
  • Prioritization
  • Staff training
  • De-escalation techniques
  • Building rapport
  • Technical support
  • Live chat support
  • Dispute resolution
  • Customer education
  • Product and service solutions
  • Coordination
  • Recordkeeping strengths
  • Research
  • Reading comprehension
  • Spreadsheets
  • Staff education and training
  • Escalation management
  • CRM software

Languages

English
Native or Bilingual

Timeline

Driver

Dediccated Designated Driver
10.2021 - 06.2022

Data Entry Clerk

Flint Energy
09.2008 - 01.2009

Customer Resolution Agent

Startek
09.2001 - 08.2006

No Degree - Business Technology Information/Communication Syst

St. Lawrence College

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Chantalle Bowers