Clifford Blair
Eastern Passage,NS
Summary
Self-motivated, detail-oriented, and organized professional with a proven track record of delivering excellent customer service. Demonstrates a results-oriented approach, consistently achieving goals and exceeding expectations. Adaptable and quick to learn new technologies, with a knack for diagnosing technical issues swiftly and developing effective solutions. Exceptional interpersonal and communication skills, fostering strong relationships with colleagues and clients alike.
Overview
26
26
years of professional experience
Work History
Digital Specialist
SALTWIRE NETWORK
10.2021 - Current
- Identify problems found on the news website and apps. Apply troubleshooting to resolve or escalated to developers.
- Assist customers with site or app navigation and any technical problem, including password resets, app installation or starting a new membership.
- Provide internal training and support to new and existing employees on website navigation, app use, and/or other technical problems. Resolve to escalate any problems brought to my attention.
- Manage email inboxes tied to the "contact us" on the news website and apps. Reply back or triage customer inquiries for technical assistance, billing questions, newspaper deliveries, and/or any other questions related to the business.
- Attend weekly meetings with Management and Developers to bring forth any customer impacting or potential company related problems.
Property Administrator
VERANOVA PROPERTIES LTD
03.2015 - 11.2020
- Created new records in the system on receipt of a request from the client
- Contacted local inspectors or contractors to follow up property updates, estimates, and other requests to maintain service timelines
- Processed reports, estimates, and other accounting duties on the portfolio and keep records up to date
- Ensure seasonal work like grass mowing and plumbing winterization are maintained for the overall upkeep of the property
- Kept prompt contact with clients to ensure all questions and concerns are dealt with on a timely matter
- Ran monthly audits of outstanding tasks, payments or repairs to ensure accuracy of the portfolio.
Customer Information Systems Analyst
EASTLINK
03.2011 - 10.2014
- Acted as troubleshooting liaison between Eastlink and the company hired to provide internal billing system
- Maintained and generated daily reports, trackers and uploaded Pay Per View data weekly
- Determined severity, impact and nature, and performed analytical analysis of reported issues
- Logged tickets, emails and activities accurately, and documented steps taken for troubleshooting and issue resolution to assist others with understanding what steps had already been taken
- Delivered high levels of customer service ensuring Service Level Agreements (SLAs) were met
- Followed up with internal and external resources to resolve open cases
- Escalated issue to the next level when appropriate.
Tier 2 Customer Service Agent
EASTLINK
02.2007 - 03.2011
- Supported frontline Agents and processed customer escalations and complaints through to resolution
- Maintained customer accounts including adjustments and accurate services
- Provided functional guidance, training and assistance to frontline Agents
- Conferred with inbound customer calls to provide information about products and services, troubleshoot customer issues and/or cancel accounts
- Documented customer interactions and transactions, recorded details of inquiries, complaints and comments, as well as action taken
- Communicated appropriate options for resolution in a timely manner
- Prepared reports to track repeated inquires and worked with Team Managers to coach frontline Agents on first call resolution.
Customer Service Representative
EASTLINK
11.2004 - 02.2007
- Scheduled appointments for customers, provided technical service support and handled billing issues in an inbound customer service centre
- Provided information, options and a high level of service to ensure customer satisfaction
- Resolved issues that were sometimes unstructured and may require reliance on conceptual thinking
- Maintained broad knowledge of client products and services.
Email Customer Care Representative
CONVERGYS CUSTOMER MANAGEMENT
01.2003 - 01.2004
- Interfaced with customers providing telephone and email support for billing and technical issues for cellular customers regarding AT&T wireless service
- Greeted customers in a courteous, friendly and professional manner utilizing agreed upon procedures
- Listened attentively and clarified customer requirements and concerns
- Confirmed customer understanding of the solution and provided additional education if necessary
- Prepared complete and accurate work and updated customer file
- Communicated effectively with individuals/teams to ensure high quality and timely expedition of customer requests
- Effectively transferred misdirected customer requests to appropriate party.
Vacation Councilor
CENDANT CANADA
01.2001 - 01.2002
- Assisted customers with booking vacations within a timeshare exchange program
- Sold membership dues and banking timeshares several years in advance.
Lead Agent (Team Lead)
MINACS WORLDWIDE
01.2000 - 01.2001
- Reporting to Team Manager, handled front line inquiries, customer escalations, coaching and team huddles
- Trained, developed, mentored and conducted performance evaluations to maximize potential of subordinates
- Prepared payroll documentation
- Ensured training requirements and service quality standards were met
- Communicated department and organizational objectives and goals to subordinates and information to department on specific areas of responsibility and accountability
- Monitored and ensured existence of supportive working environment(s) to promote high job satisfaction and morale
- Ensured company communications were distributed to Agents in a timely manner (i.e., announcements, changes to policy and procedure, etc.)
- Oversaw, established and documented departmental procedures in compliance with quality standards.
Customer Service Representative
CONVERGYS CUSTOMER MANAGEMENT
01.2002 - 01.2004
- Interfaced with customers providing telephone and email support for billing and technical issues for cellular customers regarding AT&T wireless service
- Greeted customers in a courteous, friendly and professional manner utilizing agreed upon procedures
- Listened attentively and clarified customer requirements and concerns
- Confirmed customer understanding of the solution and provided additional education if necessary
- Prepared complete and accurate work and updated customer file
- Communicated effectively with individuals/teams to ensure high quality and timely expedition of customer requests
- Effectively transferred misdirected customer requests to appropriate party.
Quality Monitor
MINACS WORLDWIDE
01.1999 - 01.2000
- Monitored frontline calls for quality purposes and forwarded to the Team Manager for coaching
- Assisted Team Managers with positive reinforcement when coaching frontline Agents.
Customer Care/Service Representative
MINACS WORLDWIDE
01.1999
- Greeted customers in a courteous, friendly and professional manner utilizing agreed upon procedures
- Provided excellent customer service to customers
- Handled billings calls, satellite programming changes and troubleshooting
- Provided technical assistance and support in an inbound customer service centre
- Maintained broad knowledge of client products and services
- Effectively transferred misdirected customer requests to appropriate party.
Education
Certificate - TV & Video Production
NEW BRUNSWICK COMMUNITY COLLEGE
Woodstock, NB1999
High School Diploma -
SAINT MALACHY'S MEMORIAL HIGH SCHOOL
Saint John, NB1997
Skills
- Customer Service
- Inbound Customer Service
- Problem Resolution
- Customer Relations
- First Call resolution
- Call center experience
- Data Entry
- Problem-Solving
- Teamwork and Collaboration
- Calm and Professional Under Pressure
References Available
Upon Request
Languages
English
Full Professional
Other Business-Related Experience
Halifax Macs U18 Major Hockey Club
- Public Address Announcer during hockey games as well as team disc jockey. Also assist with score keeping
- Maintain and generate game day digital program for the team
- Maintain and monitor Social Media accounts (X, Facebook, Instagram, Threads, and TikTok) for the team
- Provide live game day social media updates for fans following at home
- Promote upcoming games with posters and graphics
- Organize the league-wide charity event “Hockey Fights Cancer”
- Assist with and attend team fundraising events such as the team auction
- Create specialty audio files to use on game date and create video files for social media to promote the team
- Travel with the team when needed to be additional support on the road
- Video record games for the team and/or QMJHL scouts when required
- Attend team building functions for additional support/supervision
- Assisted with the news gatherings for a formerly written league article in the Herald Community newspaper
- Create team hockey cards, birthday cakes and other rewards to maintain team moral
- Point of contact for Eastlink TV to engage with coaches and players for interviews airing in the broadcast
· Awarded the team’s volunteer of the year on 3 occasions since 2013
Timeline
Digital Specialist
SALTWIRE NETWORK
10.2021 - Current
Property Administrator
VERANOVA PROPERTIES LTD
03.2015 - 11.2020
Customer Information Systems Analyst
EASTLINK
03.2011 - 10.2014
Tier 2 Customer Service Agent
EASTLINK
02.2007 - 03.2011
Customer Service Representative
EASTLINK
11.2004 - 02.2007
Email Customer Care Representative
CONVERGYS CUSTOMER MANAGEMENT
01.2003 - 01.2004
Customer Service Representative
CONVERGYS CUSTOMER MANAGEMENT
01.2002 - 01.2004
Vacation Councilor
CENDANT CANADA
01.2001 - 01.2002
Lead Agent (Team Lead)
MINACS WORLDWIDE
01.2000 - 01.2001
Quality Monitor
MINACS WORLDWIDE
01.1999 - 01.2000
Customer Care/Service Representative
MINACS WORLDWIDE
01.1999
Certificate - TV & Video Production
NEW BRUNSWICK COMMUNITY COLLEGE
High School Diploma -
SAINT MALACHY'S MEMORIAL HIGH SCHOOL
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