Summary
Overview
Work History
Education
Skills
Timeline
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Colleen Turnbull

Cambridge,ON

Summary

Customer Service Specialist bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, providing customized solutions to satisfy customer needs.

Overview

25
25
years of professional experience

Work History

Customer Service Specialist/Freight Broker

MT Logistics
04.2021 - Current
  • Maintain customer and supplier satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns quickly and efficiently.
  • Document all orders in company software to ensure customer's history is accurate for purposes of follow up, future orders, escalations and invoicing.
  • Handle constant flow of customer inquiries via calls and emails with minimal wait times.
  • Respond to customer inquiries and issues maintaining a calm and professional demeanour even in stressful situations.

Business Analyst

Sun Life Financial
03.2012 - 01.2018
  • Interacted with internal customers to understand business needs and translate into requirements and project scope.
  • Collaborated with stakeholders to define project objectives and criteria.
  • Performed gap analysis to identify areas of improvement.
  • Improved business direction by prioritizing customers and implementing changes based on collected feedback.
  • Conducted interviews with key business users to collect information on business processes and user requirements.
  • Applied honed problem-solving skills to analyze and resolve issues impacting business operations and goal achievement.

Assistant Manager/Freight Broker

Royal Traffic
06.1998 - 08.2005
  • Mentored team members to enhance professional development and accountability in workplace.
  • Worked directly with President supporting all facets of managing operations and logistics.
  • Consistently earned top achievement in company sales, along with highest client retention ratings.
  • Maintained a calm and professional demeanour in hectic, fast paced environment.
  • Implemented and maintained ISO 9001 2000 system.

Customer Service Specialist

Sun Life Financial
08.2005 - 03.2012
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints in a timely and cost efficient manner.
  • Answered constant flow of customer calls and emails with minimal wait times.
  • Participated in team meetings and cross functional training to stay informed about product updates and changes.
  • Tracked all inquires and resolutions in company software to ensure accurate records.
  • Developed customer service policies and updates to CSR job aids when gaps, errors or omissions were identified.
  • Attended daily huddles to keep abreast of company trends, customer's changing needs and promote a team atmosphere.

Education

Wilfrid Laurier University
Waterloo, ON

Skills

  • Excellent Written and Oral Communication
  • Calm and Professional Under Pressure
  • Able to manage multiple/competing priorities and stay focused
  • Flexible problem solver and critical thinker
  • Adaptable and easily learns new processes and software
  • Team Player with a positive attitude
  • Dedicated, passionate about delivering remarkable work and an amazing client experience

Timeline

Customer Service Specialist/Freight Broker

MT Logistics
04.2021 - Current

Business Analyst

Sun Life Financial
03.2012 - 01.2018

Customer Service Specialist

Sun Life Financial
08.2005 - 03.2012

Assistant Manager/Freight Broker

Royal Traffic
06.1998 - 08.2005

Wilfrid Laurier University

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Colleen Turnbull