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, ON06.2001
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