Summary
Overview
Work History
Education
Timeline
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Chris Green

Oshawa,ON

Summary

My objective is to secure a Communications Operator position, utilizing my strong communication skills and quick decision-making abilities to ensure efficient emergency response. Committed to maintaining calm under pressure, I aim to contribute to public safety by accurately and swiftly dispatching resources in critical situations.

Overview

21
21
years of professional experience

Work History

Escalation Specialist

Telus Mobility
12.2013 - 02.2024
  • Empathy is crucial in escalations, as understanding and acknowledging the customer's frustration can build trust and facilitate resolution.
  • Staying calm is imperative when handling escalations, as maintaining composure helps in diffusing tension and approaching the situation with a clear mind.
  • De-escalation techniques are vital, involving active listening, reassurance, and demonstrating a commitment to finding a solution to alleviate customer concerns.
  • Effectively talking the customer through the problem involves clear communication, providing step-by-step guidance, and ensuring the customer feels supported throughout the resolution process.
  • In escalations, emphasizing a collaborative approach and expressing a genuine willingness to assist can contribute to a positive customer experience, even in challenging situations.

Escalation Agent

Bell Mobility
02.2005 - 10.2013
  • Working in escalations demands a high level of empathy to understand and connect with frustrated customers on a personal level.
  • Staying calm under pressure is crucial in de-escalation situations, enabling effective problem resolution while maintaining a positive customer experience.
  • The art of de-escalation involves employing strategic communication techniques to defuse tense situations and guide customers towards a resolution.
  • Talking customers through their problems requires clear and concise communication, ensuring they feel supported and informed throughout the process.
  • Continuous training is essential, especially in mastering new tools and techniques, to stay adept in handling evolving customer concerns and maintaining a high standard of service.

Escalation Agent

Technovate Translations
03.2003 - 01.2005
  • Working in escalations requires a heightened sense of empathy to understand and address customer concerns effectively.
  • Staying calm under pressure is crucial in de-escalation scenarios, enabling a more constructive and positive interaction with frustrated customers.
  • Successfully talking a customer through a problem involves clear communication and a patient approach to ensure the issue is fully resolved.
  • Adapting to new tools is essential, as staying updated on technology allows for more efficient problem-solving and customer support.
  • Continuous training is vital in this role to stay abreast of the latest industry trends and improve skills, fostering a proactive approach to customer service.

Education

High School Diploma -

R.H. King Academy
Toronto, ON
06.2001

Timeline

Escalation Specialist

Telus Mobility
12.2013 - 02.2024

Escalation Agent

Bell Mobility
02.2005 - 10.2013

Escalation Agent

Technovate Translations
03.2003 - 01.2005

High School Diploma -

R.H. King Academy

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Chris Green