With a decade of experience in a customer-focused industry, consistently exceeding targets and achieving exceptional performance. Demonstrated continual growth and strong adaptability and quick learning abilities throughout career. Exceptional attention to detail, maintaining accuracy while multitasking and prioritizing high volume work with tight deadlines. Technically savvy and proficient in using computers, including Microsoft Office products such as Excel and Word. Formally acknowledged for exceptional performance in a statistically driven environment.
Hi, I’m
Charles Duong
London,ON
Summary
Overview
17
years of professional experience
Work History
MD Medcare
Customer Service Representative Agent
01.2021 - 09.2024
Job overview
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
Great West Life
Claims examiner
04.2015 - 11.2020
Job overview
- Proactively investigate and evaluate potential claims under a variety of policies to determine coverage, damages, liability and settlement through methods of direct handling and claims examining.
- Process payments (or denials) in accordance with established authority levels, policy conditions and guidelines of the Company.
- Conducted thorough investigations of complex claims, gathering relevant documentation and interviewing witnesses when necessary.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
Convergys
Business Customer Service Agent
02.2013 - 04.2015
Job overview
- multitask between a variety of programs while meeting and /or exceeding all call metrics such as customer satisfaction, call accuracy and overall call handle time
- Addressed customer account discrepancies and concerns.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
Transcom North America
Customer Assistance Agent
03.2012 - 02.2013
Job overview
- Delivered inbound customer service for Comcast cable, taking responsibility for customer experience, to resolve requests accurately and efficiently, successfully converted customer service issues into sales with a conversion rate of 10%
- Used product expertise and excellent attention to detail to meet all company formalized call metrics
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experience
- Improved first-call resolution rates by efficiently managing customer issues and complaints.
Sykes Canada
Customer Assistance Representative
09.2007 - 05.2012
Job overview
- Solicited to raise funds for charitable organizations including the Heart and Stroke Foundation and the Canadian Cancer Society, resulting in successful donations of over $50,000 per year.
- Acting as front line customer service representative for various fortune 500 clients including DaimlerChrysler, AIG Life Insurance, and Co-operators Insurance
- Exceeded all company formalized objections and call metrics
- Reduced response times, effectively handling a high volume of calls and emails daily.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Sir Frederick Banting Secondary SchoolLondon, ON
High School Diploma
University Overview
Skills
- Call center experience
- Outbound telemarketing
- Objection handling
- Cold calling
Persuasive communication
Independent worker
Call center operations
Languages
English
Native or Bilingual
Accomplishments
Accomplishments
Call Center Skills Certification (Expert Level) Awarded January 2021
THIS IS TO CERTIFY THAT
Charles Duong HAS SUCCESSFULLY COMPLETED THE Call Center Skills Test (Expert Level) AND HAS FULFILLED ALL REQUIREMENTS OF THE SKILLS ASSESSMENT CRITERIA LAID DOWN BY Expert Rating FOR THE ABOVE CERTIFICATION.
Awarded Certificate of Excellence
Awarded January 2009 Sykes Canada
Timeline
Customer Service Representative Agent
MD Medcare
01.2021 - 09.2024
Claims examiner
Great West Life
04.2015 - 11.2020
Business Customer Service Agent
Convergys
02.2013 - 04.2015
Customer Assistance Agent
Transcom North America
03.2012 - 02.2013
Customer Assistance Representative
Sykes Canada
09.2007 - 05.2012
Sir Frederick Banting Secondary School
High School Diploma
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