CHERYL HEADLEY
Cambridge,ON
Summary
Progressive business experience encompassing Customer Service, Finance, Sales and Administrative skills within service based organizations, with the intention of maintaining customer satisfaction and contributing to the company's success.
Overview
35
35
years of professional experience
Work History
Senior Customer Care Agent
iQor Canada Ltd
Cambridge, ON
05.2005 - 09.2023
- Consistently improve customer satisfaction in accordance with departmental policies and procedures in a high call volume environment
- Provides consultation and assistance related to pricing and billings; in an attempt to resolved product and or service problems
- Process payments, negotiates payment arrangements; expediting corrections or adjustments for billing errors
- Counsel customers on options for service and coverage, Upgrade and offer additional service packages or options
- Served as an escalation point for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
- Maintained up-to-date knowledge of product and service changes
- Trained and directed new employees in call script use, conflict resolution, and data entry practices
Inside Sales Representative
The Metropolitan Tea Company Ltd
Etobicoke, ON
11.2003 - 03.2005
- Outbound sales calls to an assigned sales territory, ability to upsell and promote products which lead to overall team efforts by securing repeat business
- Administrative support by providing pricing, shipping and payment terms and entered data of customer's orders
- Referred unresolved customer's grievances to designated departments for further investigation
- Participated in Trade shows in promoting the Company's products
Administration/ General Office (Temp)
Drake International
Toronto, ON
09.2001 - 10.2003
- Utilized various software programs for correspondence, data entry, research and access of inventory systems
- Performed front office duties such as reception, and greeting of customers
- Respond to customer's inquiries thoroughly and professionally
- Referred unresolved customer grievances to designated departments for further investigation
Freight Cashier/ Import Coordinator
Canada Maritime Agencies Limited
Toronto, ON
07.1988 - 04.2000
- Performed Front office duties such as reception, mail distribution, and preparation of invoices for container shipments
- Maintained financial records in relation to all monies received daily; prepared bank deposits
- Managed the documentation for the varied shipping public in the issuance of bills of lading, custom's manifest and inspection notices
- Liaised with the Operations department and cartage companies in the coordination of timely deliveries, diversions and warehousing
Education
Diploma - Business Administration
Introduction To AI
Coursera
Skills
- Time Management
- Payment Processing
- Escalations management
- Appointment Scheduling
- Adaptability
- Problem Resolution
- Documentation And Reporting
- Product Education
References
References available upon request.
Timeline
Senior Customer Care Agent
iQor Canada Ltd
05.2005 - 09.2023
Inside Sales Representative
The Metropolitan Tea Company Ltd
11.2003 - 03.2005
Administration/ General Office (Temp)
Drake International
09.2001 - 10.2003
Freight Cashier/ Import Coordinator
Canada Maritime Agencies Limited
07.1988 - 04.2000
Diploma - Business Administration
Introduction To AI
Coursera
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