Danielle Koster
Customer Service Expert
Cambridge,ON
Summary
On a mission to create a memorable and integral experience on every single customer interaction. Bringing almost two decades of superlative work ethic and strong flexibility to many changing responsibilities.
Overview
1824
1824
years of professional experience
Work History
Customer Service Specialist
Iqor Holdings
06.2005 - 07.2023
- Simultaneously completing administrative tasks while handling inbound calls.
- Thrive on feedback and willingness to apply all coaching positively to improve on a daily basis.
- A solid account consultant/Issue resolution expert
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
Account Representative
Sprint/T-Mobile
06.2022 - 07.2023
- Implemented customized account plans to meet individual client needs.
- Cultivated strong business alliances internally as well as externally creating an environment conducive towards mutual success.
- Analyzed accounts for delinquencies and other ongoing issues.
- Process equipment orders and returns.
- Retained high-value clients by providing exceptional support and personalized service.
- Developed customer service improvement initiatives to decrease customer wait times.
Sales Associate/Consultation Agent
HomeServe USA - Contact Center
07.2020 - 06.2022
- setting up customers for maximum success via financial and sales consulting.
- upsell/cross sell and enrollment of products/plans and order confirmation.
- results-driven and consistent top-performer
Senior Account Manager/Customer Advocacy
Sprint
03.2008 - 07.2019
- Boosted client satisfaction by effectively managing and resolving account issues and building rapport.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Active listening applied with a vast knowledge base about company products and policies in order to resolve customer concerns.
- Handling multiple tasks simultaneously for optimal call quality and consistently meeting compliance metrics.
Security Account Manager
Sprint Fraud Management
07.200 - 06.2020
- Developed strong relationships with clients through superior communication and customer service skills.
- Monitored and maintained CCTV and access control systems to protect personnel and assets.
- Managed security policies and procedures to promote safety and security and provide peace of mind to all customers.
First Contact Collections Agent
Capital One
06.2005 - 03.2008
- Fast-paced inbound calling-Responded to customer inquiries efficiently and provided detailed account information.
- Negotiated with account holders, across multiple internal channels/vendors, to devise repayment plans and minimize collections receivables.
- Maintained accurate records of customer accounts, payments and payment plans.
Education
Bachelor of Science -
Wilfrid Laurier University
Waterloo, ON06.2007
Skills
- Customer Relationship Expert
- Passion to Help Others
- Excellent Communication skills (verbal and written)
- Critical and Positive Thinker
- Supreme Organizational Skills
- Highly Dependable and Efficient
- Document Control/Regulatory Compliance
- Account Reconciliation
- Excel in multi-tasking
- Goal-Oriented (succeeding metrics)
Languages
English
French
Timeline
Account Representative
Sprint/T-Mobile
06.2022 - 07.2023
Sales Associate/Consultation Agent
HomeServe USA - Contact Center
07.2020 - 06.2022
Senior Account Manager/Customer Advocacy
Sprint
03.2008 - 07.2019
Customer Service Specialist
Iqor Holdings
06.2005 - 07.2023
First Contact Collections Agent
Capital One
06.2005 - 03.2008
Bachelor of Science -
Wilfrid Laurier University
Security Account Manager
Sprint Fraud Management
07.200 - 06.2020
Similar Profiles
Krystal Ann DohertyKrystal Ann Doherty
Account Specialist Remote at Iqor HoldingsAccount Specialist Remote at Iqor Holdings
Danielle KosterDanielle Koster
Customer Service Representative at IQOR HoldingsCustomer Service Representative at IQOR Holdings
Julius FletcherJulius Fletcher
HR Recruiter at Iqor HoldingsHR Recruiter at Iqor Holdings