Dawn Pagsisihan
Calgary,AB
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Energetic, motivated and loyal individual with 30 years of experience. Specifically, 10 years in an adult learning environment and 16 years in customer service related employment.
Overview
19
19
years of professional experience
Work History
811 Health Link Agent
Alberta Health Services, AHS
04.2021 - Current
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Strengthened communication skills through regular interactions with others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
Call Center Customer Service Representative
WestJet Airlines
05.2010 - 07.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Documented and detailed calls and complaints using call center's CRM database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Detailed payment options and explained price, receipt and billing details to customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Business Communications Instructor
CDI College
01.2004 - 12.2006
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Adaptable and proficient in learning new concepts quickly and efficiently to ensure quality lesson plans.
- Created lesson plans centralized around professional skills such as customer service.
- Created lasting educational relationships with students for open and safe dialogue to ensure their academic success.
Education
Business Microcomputer Diploma
The Career College
Edmonton02.1991
Pre-Business Diploma
Northern Alberta Institute of Technology
Edmonton12.1990
Business Office Administration
The Career Collge
Edmonton, AB09.1990
Skills
- Complex Product Knowledge
- Efficiency Determination
- Customer Account Management
- Call Center Operations
- Billing Adjustments and Refunds
- Customer Support
- Product and Service Knowledge
- Good Judgment
- Policy and Procedure Adherence
- Correcting Discrepancies
- AHS designed computer system
- Genesys phone system
- Healthcare policies
Timeline
811 Health Link Agent
Alberta Health Services, AHS
04.2021 - Current
Call Center Customer Service Representative
WestJet Airlines
05.2010 - 07.2022
Business Communications Instructor
CDI College
01.2004 - 12.2006
Business Microcomputer Diploma
The Career College
Pre-Business Diploma
Northern Alberta Institute of Technology
Business Office Administration
The Career Collge
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