Charlene Taylor
Customer Service / Call Center Agent
Etobicoke,ON
Summary
Experienced with effective communication and active listening in customer interactions. Utilizes problem-solving techniques to address and resolve client concerns efficiently. Track record of maintaining high levels of customer satisfaction through empathy and patience.
Overview
2025
2025
years of professional experience
Work History
Customer Service Professional / Call Center Agent – WFH
Tek Systems – RBC
01.2024 - 03.2024
- Answer phones
- Accept method of payment
- Data Entry
- Computer oriented – Outlook, MS Edge, Google Chrome, company programs (frame, sales platform, company web page)
- Serve as point of contact for all clients
- Communicates effectively with clients to gain an understanding of their needs and internal processes
- Build strong relationships with individuals at all levels of client organization and guarantees client has a positive, value-added experience in every interaction.
Customer Service Professional / Call Center Agent – WFH
LanceSoft Inc. – Manulife Canada
06.2023 - 12.2023
- Answer phones
- On boarding of customers
- Accept method of payment
- Data Entry
- Computer oriented – Outlook, MS Edge, Google Chrome, as400, amazon phone, pci voice, company programs, Salesforce, Workday, Quick Connect, MS Teams, Google Meet
- Serve as point of contact for specific clients – OMA
- Both Life / Health & Dental policies
- Communicates effectively with clients to gain an understanding of their needs and internal processes
- Build strong relationships with individuals at all levels of client organization and guarantees client has a positive, value-added experience in every interaction.
Customer Service / Appointment Clerk
Randstad – CEVA Logistics
02.2023 - 03.2023
- Answer phones – book appointments for del’v / p/u’s
- Data entry
- Create daily reports
- Computer oriented – CND APP, Outlook, MS Edge, Google Chrome, MS Office Suite, phones, AS-400, CRM/D365/EDI, SAP/ERP, Warehouse Management System (WMS), Skype, MS Teams, Google Meet
- Oversees the processing of client’s orders by managing and maintaining inbound/outbound orders and/or inventory
- Reviews and prepares shipping requirements such as shipping labels, delivery appointments, packaging requirements, etc
- Manually enter data into Warehouse Management System (WMS)
- Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
- Serves as point of contact for specific clients
- Communicates effectively with clients to gain an understanding of their needs and internal processes
- Finds resourceful solutions to obstacles that arise during order processing and shipping
- Builds strong relationships with individuals at all levels of client organization and guarantees client has a positive, value-added experience in every interaction
- Ensure that all Health and Safety standards are understood and adhered to
- Manage specific customer projects for clients
- Back-up coverage for other Warehouse Customer Service Representatives
- Other projects, duties, and responsibilities as assigned.
Customer Care Representative / Inside Sales
Chrisco Canada
10.2022 - 12.2022
- Answer phones
- Data entry
- Create NEW customer profiles / update existing customers
- Computer Oriented – JADE, LIVE Chat, Outlook
- Inside Sales
- Communicates effectively with clients to gain an understanding of their needs.
Call Center Agent / Customer Service Experience
Concentrix Canada
01.2019 - 04.2022
- Answer phones
- Data entry
- Customer service
- Computer oriented - MS EDGE, Office, Excel, PowerPoint, AS-400, MASTERMIND, ORBITAL - Chase Payment, CRM, SALESFORCE, LIVE PERSON CHAT, CRM / D365 / GENISIS, AVAYA / BLISS PHONES, NICE, WORK FORCE MANAGEMENT, WEBSTATION, ONE WORKDAY, QUICK CONNECT, SKYPE / MS TEAMS / GOOGLE MEET
- Updated files
- Educated customers as to their order status and individual needs
- Place orders on behalf of customers
- Location of inventory.
Receptionist / Office Clerk - contract
Office Team
10.2007
- Hassan Juma - Account Manager (416-226-1051)
- Switchboard operator - answering 6 or more lines (NEC computerized)
- Data entry
- Mailroom duties
- Collocations
- Customer service
- Computer oriented - MS Office, Excel, PowerPoint
- Filing
- Shipping & receiving
- Inside sales – basic.
Call Center Agent / Customer Experience
ADT Security Services Canada Inc.
03.2018 - 06.2018
- Answered phones
- Data entry
- Customer service
- Computer oriented - MS Office, Excel, PowerPoint, AS400, Master Mind Business, Orbital – Chase Payment
- Updated files
- Researched records.
Shipping & Receiving Office Clerk - Atlantic Packaging - contract
Raneem Sawan - Recruiter & Placement Consultant
03.2008 - 06.2009
- Computer oriented - many different programs - MS Office
- Dispatcher - trucks / loads throughout day - including USA loads
- Log trucks out
- Keep track of drivers - both company & contract drivers
- Driver invoicing - contract drivers
- Advise shippers of changes to the hard copies & pick lists
- Field customer service inquiries
- Printout of correct forms - CPC, Certificate of Compliance
- Data entry of different pallets into the correct system
- Reconcile pallet accounts & invoicing
- Freight charges
- Ordering (del’v & p/u) of CP Rail containers - ensuring that all paperwork is filled out and completed, including load tender & sealed.
Customer Service - warehouse sale
AltisHR
- Customer service
- Sort boxes of clothes
- Keep assigned area tidy.
Call Center Agent / CSR
Compunnel Software Group Staffing
10.2017 - 03.2018
- Answered phones
- Data entry
- Customer service
- Researched records
- Computer oriented - MS Office, Excel, PowerPoint, AS400 / Master Mind Business / Orbital – Chase Payment
- Updated files.
Receptionist
Brian J. Fleming Catholic Adult Learning Center - Co-op
07.2014 - 08.2014
- Meet & greet customers
- Answered phone - multi-lines
- Data entry
- Updated files
- Took payments / debit machine
- Researched records.
Security & Safety Officer
HP Canada - Streetsville Computing Center
11.2000 - 10.2006
- Access control
- Switchboard operator / receptionist duties
- Computer oriented - MS Office apps & security systems
- Customer service - customers, clients, co-workers
- Emergency preparedness - first aid/cpr/aed, chemical spill, confined space & fall arrest training
- Site patrols
- Inspections/ investigations of property
- Write & prepared reports for audits
- Prepared schedules
- Training & supervise new officers
- Shipping & receiving - including after hours - tracking, completed proper forms, recorded
- Signing in/out of equipment to authorized individuals
- Updated various documents, procedures, site fire plan
- General office skills - filing ordering of stationary
- Meetings - coordinate, take minutes, mediate, booked rooms.
Education
Administration & CSR Co-op Program -
Brian J. Fleming Catholic Adult Learning Center
Mississauga, ON08.2014
General Program -
Banting Memorial High School
Alliston, ON06.1987
Skills
Call center experience
Complaint Handling
Empathy Display
Communicates effectively with clients
Problem-solving abilities
Active Listening
Data Entry
References
- Jacqueline Garcia, Tek Systems, 647-474-0659, jacgarcia@TEKsystems.com
- Shrishti Sonawane, LanceSoft Inc., 703-936-5593, shrishti.sonawane@lancesoft.com
- Laird Smith, Manulife Financial Canada, 866-529-7933, laird_smith@manulife.ca, 294088
- Samara Paquette, Manulife Financial Canada, 902-244-6607, samara_paquette-naugler@manulife.ca
- Andrea Francis, Randstad Staffing, 416-574-4548, andrea.francis@randstad.ca
- Angela Johnson, Chrisco Canada, 1-800-621-4527, angela.johnson@chriscohampers.ca
Languages
English
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Service Professional / Call Center Agent – WFH
Tek Systems – RBC
01.2024 - 03.2024
Customer Service Professional / Call Center Agent – WFH
LanceSoft Inc. – Manulife Canada
06.2023 - 12.2023
Customer Service / Appointment Clerk
Randstad – CEVA Logistics
02.2023 - 03.2023
Customer Care Representative / Inside Sales
Chrisco Canada
10.2022 - 12.2022
Call Center Agent / Customer Service Experience
Concentrix Canada
01.2019 - 04.2022
Call Center Agent / Customer Experience
ADT Security Services Canada Inc.
03.2018 - 06.2018
Call Center Agent / CSR
Compunnel Software Group Staffing
10.2017 - 03.2018
Receptionist
Brian J. Fleming Catholic Adult Learning Center - Co-op
07.2014 - 08.2014
Shipping & Receiving Office Clerk - Atlantic Packaging - contract
Raneem Sawan - Recruiter & Placement Consultant
03.2008 - 06.2009
Receptionist / Office Clerk - contract
Office Team
10.2007
Security & Safety Officer
HP Canada - Streetsville Computing Center
11.2000 - 10.2006
General Program -
Banting Memorial High School
Customer Service - warehouse sale
AltisHR
Administration & CSR Co-op Program -
Brian J. Fleming Catholic Adult Learning Center
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