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
Toronto, ON
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
Toronto, ON
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
Toronto, ON
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