Summary
Overview
Work History
Education
Skills
Timeline
Generic

Diane Sheppard

Toronto,ON

Summary

As an experienced leader, I focus on improving team performance and customer satisfaction by managing calls and emails strategically and refining processes. I possess strong skills in program management, interpersonal communication, and administrative oversight. My friendly demeanor and excellent customer service skills help me address issues calmly and effectively. With a background in inbound/outbound customer service and collections, I contribute as a team player with attentive listening and problem-solving abilities, which helps prevent call escalations.

Overview

19
19
years of professional experience

Work History

Customer Service Manager

VerticalScope
03.2018 - Current
  • Enhanced customer satisfaction by streamlining support processes and implementing new strategies.
  • Improved response times for customer inquiries with efficient ticketing system management and prioritization techniques.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
  • Analyzed customer feedback data to identify trends and areas for improvement, driving continuous enhancement of services provided.
  • Generated customer satisfaction surveys to analyze results into action plans.
  • Addressed potential cancellations and offered catered solutions to retain accounts.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Took ownership of customer issues and followed problems through to resolution.

Customer Service Manager

VerticalScope
09.2011 - 03.2018
  • Coordinate the ongoing maintenance and accuracy of contractor listings by updating information, verifying credentials, and approving new entries in accordance with company standards and guidelines.
  • Review and approve user-submitted project posts for publication meticulously to ensure they comply with platform policies, contain accurate information, and meet project requirements.
  • Utilize stringent validation procedures to verify the authenticity of customer reviews on the platform, employing methods like cross-referencing with purchase history and direct customer contact. Adhere to established protocols to maintain the integrity and reliability of feedback.
  • Develop and implement customer service policies, procedures, and standards to ensure consistency and excellence in customer support delivery.
  • Monitor and analyze customer service metrics and feedback to identify areas for improvement and drive performance optimization.
  • Handle escalated customer issues or complaints, ensuring timely and satisfactory resolution while maintaining a positive customer experience.
  • Collaborate with cross-functional teams, including product development, and marketing, to address customer needs, communicate feedback, and drive customer-centric initiatives.
  • Prepare reports and presentations on customer support performance, trends, and initiatives for senior management.

Office Administrator

VerticalScope
04.2005 - 08.2011
  • Streamlined office processes by implementing efficient organizational systems and digital tools.
  • Reduced administrative errors by diligently proofreading office documents and maintaining accurate records.
  • Enhanced team collaboration with the establishment of clear communication channels and guidelines.
  • Increased customer satisfaction through professional handling of inquiries and prompt resolution of issues.
  • Contributed to a positive work environment by fostering strong working relationships among colleagues.
  • Demonstrated exceptional multitasking abilities while juggling diverse responsibilities, including reception duties and ad-hoc administrative tasks.
  • Interacted with customers by phone, email, or in-person to provide information.
  • Tracked office supplies and restocked low items to keep team members on-task and productive.
  • Reconciled account files and produced monthly reports.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Education

Bachelor of Arts - Business

Simon Fraser University
Burnaby, BC
06.1995

Skills

  • Service Delivery Optimization
  • Call Center Operations
  • Handling Escalations
  • Account Management
  • Complaint resolution
  • Account Updates
  • Issue Resolution
  • Customer Retention
  • Customer Service
  • Problem-Solving
  • Work Prioritization
  • Customer Relations
  • Customer-focused

Timeline

Customer Service Manager

VerticalScope
03.2018 - Current

Customer Service Manager

VerticalScope
09.2011 - 03.2018

Office Administrator

VerticalScope
04.2005 - 08.2011

Bachelor of Arts - Business

Simon Fraser University

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Diane Sheppard