Daphne Surette
Meteghan,NS
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
36
36
years of professional experience
Work History
Customer Service Agent
Service Nova Scotia
04.2023 - Current
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Evaluated customer information to explore issues, develop potential solutions, and maintain high-quality service.
- Contact Center environment, answering many incoming enquiries daily to assist with help and/or transfer to the proper department.
- Facilitated communications through management of inbound and outbound customer calls.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Utilized customer service software to manage interactions and track customer satisfaction.
Travel Consultant
Tourism Nova Scotia
04.2007 - 03.2023
- Worked closely with clients to understand unique needs and meet specific travel desires.
- Organized trips for individual, family and business travelers.
- Handled sensitive information with professionalism and discretion.
- Advised clients on visa, passport and security requirements relating to destinations and confirmed flight details for each reservation.
- Researched and kept abreast of new travel destinations, attractions, hotels and restaurants to increase services offered.
Victim Services Support Worker
Victim Services Of Nova Scotia
09.2005 - 06.2008
- Created, prepared, and delivered reports to various departments.
- Prepared agendas and took notes at meetings to archive proceedings.
- Assisted clients in identifying community resources and connecting with appropriate services.
- Documented client progress and activities in accordance with agency policies and procedures.
- Conducted home visits to assess clients' home environment and provide support.
- Provided court preparation to youth and vulnerable adults as well as accompanying and support for court proceedings.
Homestay Coordinator
NS International Student Program
08.2004 - 08.2006
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
- Delivered supportive and knowledgeable counseling to students with academic or personal concerns.
- Monitored student progress to drive successful academic outcomes.
- Collaborated with parents, school faculty and social workers to address problems and grow student success.
- Matched students and homestay families to get the perfect fit for both.
Customer Service Representative Agent
Air Canada Jazz
08.1987 - 03.2004
- Responded to customer requests for products, services, and company information.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Trained staff on operating procedures and company services.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
Education
Associate of Arts - Fist Year University
Memorial University of Newfoundland
St John’s, NLFirst Aid And AED
Red Cross
Yarmouth, NS06.2022
Travel And Tourism Diploma
NL Career Academy
Corner Brook, NL06.1986
High School Diploma -
St Augustine High School
Plum Point, NL06.1984
Skills
- Special Requests
- Customer Complaint Resolution
- Needs Assessment
- Microsoft Office
- Customer Relations
- Problem Resolution
- Inbound Customer Service
- Microsoft Office Suite Proficiency
- Outstanding Communication Skills
- Inbound Call Management
- Telephone Reception
- Understanding Customer Needs
- Online Systems
- Customer Data Confidentiality
Languages
English
Full Professional
Timeline
Customer Service Agent
Service Nova Scotia
04.2023 - Current
Travel Consultant
Tourism Nova Scotia
04.2007 - 03.2023
Victim Services Support Worker
Victim Services Of Nova Scotia
09.2005 - 06.2008
Homestay Coordinator
NS International Student Program
08.2004 - 08.2006
Customer Service Representative Agent
Air Canada Jazz
08.1987 - 03.2004
Associate of Arts - Fist Year University
Memorial University of Newfoundland
First Aid And AED
Red Cross
Travel And Tourism Diploma
NL Career Academy
High School Diploma -
St Augustine High School
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