Danielle Koster
Cambridge,ON
Summary
On a mission to ensure every customer interaction is exceptional, professional and confident, by bringing nearly two decades of dedication, experience, and adaptability to various roles.
Overview
18
18
years of professional experience
Work History
Customer Service Representative
IQOR Holdings
06.2005 - 07.2023
- Successfully managing up to 80 daily inbound calls in fast-paced call center with exceptional active listening skills
- Addressing customer billing and payment inquiries, tailoring solutions to individual needs, taking ownership of supportive account management
- Collaborating with different channels and vendors for comprehensive account resolutions, complete outbound follow-up calls when needed
- Utilizing multiple computer systems and tools simultaneously to deliver accurate and timely information to customers
- Consistently providing accurate documentations; thorough investigation for alternate solutions, performing account updates within time constraints
- Confidently provided technical troubleshooting support and promoting inside sales for upgrades of products/services
- Demonstrating excellent verbal and written communication skills and adeptly de-escalating calls; using empathy and compassion while remaining personable and professional
- Respecting feedback and embracing coaching for personal and team development
- Formed strong partnerships within Sprint Customer Advocacy Team, Sprint Fraud Management, HomeServe, and Capital One Collections for mutual success
- Efficiently handled administrative tasks/back-office
- Enhanced customer satisfaction by resolving account issues and fostering trusting relationships to prevent customer turnover
- Assisted management with new hires/training and system navigation
- Consistently excelling in Individual Key Performance Indicators: handling time, compliance, call quality
- Implemented security policies to ensure customer safety of confidential information and peace of mind.
Education
Bachelor of Science -
Wilfrid Laurier University
Waterloo, ON06.2007
Skills
- Expert Customer Relations Associate
- Confident/Analytical Problem Solver
- Passion To Help Others
- Active Listener: Positive Attitude For Resolving Customer Complaints
- Supreme Organization and Time Management
- Document Control/Regulatory Compliance
- Highly Dependable, Resilient and Detail-Oriented
- Technologically Proficient
- Performance-Driven: Goals consistently met above expectations
- Initiate Account Reconciliation Ownership and Accurate Documentation
- Outstanding Written and Oral Communication Skills
Timeline
Customer Service Representative
IQOR Holdings
06.2005 - 07.2023
Bachelor of Science -
Wilfrid Laurier University
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