Summary

Work History

Education

Skills

Accomplishments

Languages

Work Availability

Timeline

Cheyann Clarke-Rennie

Toronto

Summary

Dedicated customer service professional with a strong understanding of service delivery and proven multitasking abilities. Committed to building and maintaining professional relationships that drive business results and increase profitability. Skilled at actively listening to customers, consistently exceeding productivity targets, and staying up-to-date on company offerings. Quick problem-solving skills enable retention of customers and delivery of a high level of service in every interaction. A strong leader and problem-solver dedicated to streamlining operations, reducing costs, and promoting organizational efficiency. Independent decision-making skills and sound judgment positively impact company success. Currently seeking a full-time position that offers professional challenges where interpersonal skills, excellent time management, and problem-solving abilities can be utilized.

Work History

Customer Service Representative Team Lead

Optima

Coached and mentored service representatives to deliver polite, professional customer interactions.
Supervised large teams with guidance, support and direction for high-quality customer care.
Built positive rapport and relationships for high levels of customer satisfaction.
Developed customer service initiatives to improve performance and uplift satisfaction scores.
Resolved escalated customer service inquiries and complaints to maintain satisfaction.
Maximized performance by monitoring daily activities and mentoring team members.
Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

Outside Sales Representative

Bell

.
Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
Built strong client rapport to establish diversified network of connections.
Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory.
Collaborated with internal teams to fulfill orders and meet customer needs
Negotiated terms and contracts with clients to maintain profitable sales.
Built relationships with customers and community to promote long term business growth.

Call Center Team Lead

Canada Goose

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Handled advanced issues with calm, knowledgeable and professional approach.
Answered customer telephone calls promptly to avoid on-hold wait times.
Provided knowledge and resources to prepare each team member for success and top performance.
Coached team members regarding call strategy to effectively reach targets and foster customer retention.
Participated in brainstorming sessions, providing feedback and executing new tactics to improve campaign and agent performance.
Communicated frequently and openly to motivate team members and drive goal achievement.

Customer Service Manager

PC Express

Created and reviewed invoices to confirm accuracy.
Took ownership of customer issues and followed problems through to resolution.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
Developed and offered unique discount options to drive interest in new product lines.
Negotiated contracts with outside carriers to minimize costs to company and customers.

Customer Service Representative

Loblaw Companies

Answered constant flow of customer calls with minimal wait times.
Answered customer telephone calls promptly to avoid on-hold wait times.
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Updated account information to maintain customer records.
Responded to customer requests for products, services, and company information.

Customer Service Team Leader

NTT DATA Services

Trained and supervised team of customer service representatives in providing quality service to customers.
Used software1 to keep records of customer interactions, customer accounts, and file documents.
Answered product and service questions, suggesting other offerings to attract potential customers.
Communicated with vendors regarding backorder availability, future inventory, and special orders.
Opened and maintained customer accounts by recording account information.
Attracted potential customers by answering questions and suggesting information about other products and services.
Evaluated customer service staff performance and provided constructive feedback.

Education

Bachelor's Degree in Culinary Arts - Culinary Arts

Culinary Management

Toronto, ON

06-2019

Apprentice - Culinary Arts

Cook Apprentice Humber College

Toronto, ON

06-2017

High School Diploma -

Cardinal Ambrozic Catholic Secondary School

Brampton, ON

06-2017

Skills

Key Skill Highlights

Skilled in Client Support
Team management
Complaint handling
Proficient in Interpersonal Communication
Call center experience
Excellent oral and written communication skills
Organized with the ability to facilitate fast pace demands while maintain quality outputs
Hard worker with wonderful time management skills, able to work well with others and a team when necessary
Creative, resourceful and flexible, able to adapt to changing priorities and maintain a positive attitude and strong work ethic
Experienced With
Microsoft Word, Excel, PowerPoint, Publisher
Food Handler Certified
Relevant Experience
Customer Service
Met customer expectations in areas such as timeliness, quality and consistency
Built customer relations and loyalty, capable of creating good first impressions
Able to adapt tone, language and style for different situations
Projected a professional image when interacting with customers face to face, on the phone and through social media
Able to remain calm and address customers concerns when placed in challenging situation
Adhered to policies and procedures regarding collection of personal and confidential information
Discussed intricate details of menus, layout and ideas during event planning for special occasions
Cash handling

Problem Solving
Able to apply strong interpersonal and communication skills with all levels of personnel to gain value insight and avoid potential problems
Strong ability to solve problems utilizing researching skills and focusing on effective solutions
Effective in assessing and resolving conflicts
Sales Expertise
Administrative Support
Invoice Preparation and Processing
Inbound Call Answering
Trained in Salesforce
Administrative and Office Support
Customer Data Confidentiality
Process Transactions
Data Management
Special Assignments
Credit Card Applications
Billing Adjustments and Refunds
Customer Service Excellence
Microsoft Office
Sales and Upselling
Call Volume and Quality Metrics
Livechat Messaging
Customer Care
Team-Building Exercises

Accomplishments

Supervised team members.
Documented and resolved issues.
Resolved product issue through consumer testing.
Used Microsoft Excel to develop inventory tracking spreadsheets.
Collaborated with team in the development of projects

Languages

English

Native or Bilingual

French

Limited Working

Work Availability

monday

tuesday

wednesday

thursday

friday

saturday

sunday

morning

afternoon

evening

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