Dahlia Thelwell
Mississauga,Canada
Summary
Experienced professional with a strong background in customer interactions and service solutions. Demonstrated expertise in conflict resolution, communication, and problem-solving, resulting in high levels of customer satisfaction and loyalty. Collaborative team player who easily adapts to changing needs and consistently delivers efficient and empathetic service to achieve desired outcomes. Recognized for reliability and a proactive approach in meeting both customer and organizational goals.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
Rogers Communications
02.2021 - 02.2024
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Managed high call volume, consistently maintaining a professional demeanor and prioritizing customers'' needs.
- Built rapport with clients through active listening, empathy, and understanding of their individual needs.
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance.
- Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
- Educated customers about available services, promotions, or discounts; up-selling products when appropriate.
- Contributed to a positive work environment by actively participating in team meetings and sharing ideas for improvement.
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements.
- Educated customers about billing, payment processing and support policies and procedures.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Responded proactively and positively to rapid change.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Trained staff on operating procedures and company services.
Collections Agent
Rogers Communications
03.1998 - 02.2021
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Maintained high volume of calls and met demands of busy and productive group.
- Negotiated to collect balance in full.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Persistently reached out to customers with extremely past due accounts to recover lost revenue.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Improved overall portfolio performance through consistent monitoring of accounts and proactive identification of potential issues.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
- Analyzed customer financial records to determine appropriate payment plan.
- Researched billing errors and discrepancies to initiate corrective action.
Customer Service Representative
S & P Data
01.1994 - 01.1998
- Promoted and sold telecommunications product and services to customers
- Expeditiously and efficiently handled inquires and disputes
- Programmed required features into customers phones
- Researched and analyzed situations in order to develop the best options for customers
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Business administration -
Fanshawe College
01.1992
Skills
- Presentation skills
- Communication skills
- Multi-tasking
- Ability to meet deadlines
- Complaint resolution
- Professional telephone demeanor
- De-Escalation Techniques
- Dispute Resolution
- Account updating
- Research
- Teamwork
- Adaptability
References
Available upon request
Languages
English
Full Professional
Timeline
Customer Service Representative
Rogers Communications
02.2021 - 02.2024
Collections Agent
Rogers Communications
03.1998 - 02.2021
Customer Service Representative
S & P Data
01.1994 - 01.1998
Business administration -
Fanshawe College
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