Danni Mcrobbie
Sturgeon County
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Client Services Representative
Town of Morinville
Morinville
11.2019 - Current
- Created detailed reports on customer satisfaction levels.
- Resolved contract and billing system inconsistencies, identifying discrepancies and requesting corrections.
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Personalized client experience, identifying unique needs and providing information and services to match.
- Updated system with order specifics and customer details, preferences, and billing information.
- Provided technical support for clients, troubleshooting issues and resolving complaints.
- Collaborated with other departments to ensure smooth onboarding of new customers.
- Assessed customer needs and responded to inquiries in a timely manner.
- Performed data entry tasks related to client information management systems.
- Processed orders and payments accurately and efficiently.
- Reviewed existing documentation related to client services policies and procedures.
- Developed creative solutions to address complex customer problems.
- Developed relationships with customers through proactive communication and follow-up.
- Maintained accurate client records in the database system.
- Managed incoming calls from customers, providing prompt resolution of inquiries.
- Adhered to all company policies relating to client services procedures.
- Monitored daily operations of customer service department, ensuring compliance with standards.
- Scheduled and confirmed appointments based on customer availability.
- Managed and updated physical and digital client account information to keep records accurate and current.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
- Reviewed and resolved client concerns and issues, researching relevant details and clearly communicating solutions.
- Followed up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
- Presented and explained fees, clearly clarifying invoices and company policies.
- Warmly greeted customers by employing positive telephone etiquette and asking well-rounded questions to identify issues.
- Maintained client relationships and listened to needs and pain points to provide strategic internal feedback.
FCSS Senior Support
Town of Morinville
Morinville
01.2022 - 01.2023
- ASISST CLIENTS WITH THE COMPLETION OF GOVERNMENT FORMS
- PROVIDE DIRECTIONS TO RESOURCES TO MEET THE CURRENT NEEDS OF THE CLIENT TO ENSURE THEIR ONGOING WELL BEING IS MAINTAINED
- COMMUNICATED WITH COMMUNITY GROUPS IN ORDER TO CREATE NEEDED PROGRAMS AND SERVICES
- PROVIDED OUTREACH SERVICES TO BOTH SENIORS AND FAMILY MEMBERS
- ASSISTING IN THE CREATION, IMPLEMENTATION AND INSTRUCTION OF SENIORS PROGRAMS
- ADMISITRATIVE SUPPORT TO A VARIETY OF FAMILY AND COMMUNITY SUPPORT STAFF MEMBERS
- POSSESSING A STRONG ABILITY TO COMMUNICATE AND ADVOCATE BETWEEN MEMBERS OF STAFF AND CLIENTS USING THE FAMILY AND COMMUNITY SERVICES PROGRAMS
- Utilized various software and tools to streamline processes and optimize performance.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Managed inventory and supplies to ensure materials were available when needed.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Medical Office Assistant, Medical Transcription
Academy of Learning Career College
Port Coquitlam, BC06-1999
Skills
- Proficient at navigating community services
- High accuracy and efficient multitasking
- Strong time management efficiency
- Advanced oral and written communication skills
- Strong planning and budgeting skills
- Creative and expressive
- Team player
- Advanced active listening
- Data entry
- Customer communication
- Client relationship management
- Point of sale transactions
- Record keeping
- Problem resolution
- Software proficiency
- Administrative support
- Team collaboration
- Inventory management
- Call center experience
- Clerical support
- Client relationship building
- Records maintenance
- Data entry proficiency
- Document processing
- Strong empathy
- Complaint handling
- Call triage
- Customer support
- File management
- Client profile building
- Membership renewals
- Payment processing
- Point of sale
- Client invoicing
- Problem solving
- Effective communication
- Time management
- Conflict resolution
- Document management
Certification
- First Aid Certification
- Assist Certification
- ICS 100
- Mental Health First Aid
- Grief Training
- Cultural Sensitivity Training
- Enhanced RCMP Clearance
Timeline
FCSS Senior Support
Town of Morinville
01.2022 - 01.2023
Client Services Representative
Town of Morinville
11.2019 - Current
Medical Office Assistant, Medical Transcription
Academy of Learning Career College