Courtney Taylor
Fredericton,NB
Summary
Reliable Customer Care Associate with strong background helping customers with diverse needs. Competent with telephone, email and chat inquiries. Calms individuals dealing with highly stressful situations. Balances scripted responses with personal expertise to quickly resolve inquiries.
Overview
16
16
years of professional experience
Work History
Remote Dedicated Overnight Agent
Cloud 5 Communications
01.2024 - 04.2024
- Incoming motel 6/studio 6 and extended stay America calls and reservations
- Meet targets for call quality, AHT, sales goals and adherence
- Navigate several programs and systems simultaneously and efficiently.
Customer Care Associate
NB POWER
08.2020 - 11.2023
- Inbound billing, Energy efficiency, Moves/New Construction, and Trouble/Emergency calls
- Follow up on outstanding issues to complete resolutions and maintain customer satisfaction
- Frequent use of multiple computer programs for data entry
- Consistently exceed targets for quality assurance as well as handle time and productivity.
Self Employed
Self Employed
12.2019 - 03.2020
- Applied positive behavior management techniques to enhance social interactions and emotional development
- Introduced children to educational games and activities to boost learning
- Closed permanently due to COVID-19 restrictions.
Cashier/Customer Service
Atlantic Superstore
07.2019 - 12.2019
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
- Worked flexible schedule and extra shifts to meet business needs
- Answered questions about store policies and addressed customer concerns
- Processed and prepared online orders for customers
- Used POS system to enter orders, process payments and issue receipts.
Self Employed
Self Employed
07.2017 - 07.2019
- Relocated to a new city for completion of spouse's educational and career development and stayed at home with our children for the duration.
Customer Service Representative
Accenture
10.2015 - 07.2017
- Inbound customer service calls
- Handled customer inquiries and concerns quickly and efficiently
- Updated account information to maintain customer records
- Navigated multiple systems at a time for data entry
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Met customer call guidelines for service levels, handle time and productivity.
Photo Studio Department Manager
Atlantic Superstore
12.2007 - 09.2015
- Supervised and Managed team
- Inventory, Accounts Receivable, Shipping and receiving, ordering department supplies and invoicing
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Opened and closed location and monitored shift changes to uphold successful operations strategies and department success
- Established team priorities, maintained schedules and monitored performance
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
High school diploma -
Fredericton High School
Fredericton, NB01.2006
Skills
- Supervising Experience
- Data entry
- Training & Development
- Excellent communication skills
- Team Management
- High attention to detail
- Privacy Policy and Procedure Adherence
- Time management
- Accounts Receivable
- Organizational skills
- Quality Assurance
- Multitasking
Timeline
Remote Dedicated Overnight Agent
Cloud 5 Communications
01.2024 - 04.2024
Customer Care Associate
NB POWER
08.2020 - 11.2023
Self Employed
Self Employed
12.2019 - 03.2020
Cashier/Customer Service
Atlantic Superstore
07.2019 - 12.2019
Self Employed
Self Employed
07.2017 - 07.2019
Customer Service Representative
Accenture
10.2015 - 07.2017
Photo Studio Department Manager
Atlantic Superstore
12.2007 - 09.2015
High school diploma -
Fredericton High School
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