Elena Vatakis
Mirabel,QC
Summary
Customer focused professional with a strong background in call centre operations, including customer service, sales, retention, quality assurance and learning development. Seeking to leverage my expertise in enhancing customer satisfaction, driving sales growth and developing effective training programs to contribute to a dynamic team environment.
Overview
14
14
years of professional experience
Work History
Learning Specialist
Telus Communications
10.2021 - Current
- Develop and implement training programs and materials tailored to project needs.
- Utilize the ADDIE model during design and development phases.
- Conduct regular training sessions, workshops and one-on-one coaching to improve call handling, customer service skills and product knowledge.
- Assess the effectiveness of training programs and make adjustments to improve existing curriculum.
- Supported struggling students with targeted interventions, resulting in improved academic performance.
- Encouraged critical thinking skills by incorporating problem-solving exercises into daily lessons, better preparing students for real-life challenges beyond academia.
- Assessed student progress through ongoing evaluations, adjusting instructional approaches as needed for optimal results.
- Collaborate with management to identify training needs based on performance metrics and feedback.
- Utilize various training methods, including instructor led, Self directed , e-learning, role-play and simulations.
Quality Assurance Coach
Telus Communications
02.2020 - 10.2021
- Monitor and evaluate customer interactions to ensure adherence to quality standards, compliance and best practices.
- Deliver constructive feedback and coaching to agents through one-on-one coaching sessions.
- Calibrate with management to ensure consistency in evaluation and feedback.
- Track and analyze quality performance metrics in order to contribute to reports and action plans.
- Created training material and facilitated and mentored agents.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
Business Loyalty and Retention Representative
Telus Communications
07.2014 - 02.2020
- Established trust-based relationships with clients resulting in long-term commitment to the company''s services.
- Provide expert support on account inquiries, service changes, product features, billing and sales.
- Provided dealer in store support.
- Identify upsell and cross-sell opportunities that align with customer needs and business goals.
- Handle cancellation requests by reinforcing product value, addressing concerns and offering solutions to retain the client.
- Meet or exceed performance targets including customer satisfaction, sales conversions and retention rates.
- Collaborate with internal teams to resolve complex issues efficiently.
- Managed escalated customer complaints, working closely with management to achieve satisfactory resolutions.
- Actively participated in team meetings, sharing insights on best practices and potential improvements.
- Utilized CRM tools proficiently in order to track customer interactions accurately.
- Served as a subject matter expert within the team, mentoring junior staff members on complex topics.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Business Customer Service Representative
Telus Communications
01.2014 - 07.2014
- Primary point of contact for business customers via inbound and outbound calls, chat and email.
- Provide expert support on account inquiries, service changes, product features and billing.
- Identify upsell and cross-sell opportunities that align with customer needs and business goals.
- Collaborate with internal teams to resolve complex issues efficiently.
- Meet or exceed performance targets.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Post Office Clerk
Pharmaprix
04.2013 - 01.2014
- Delivered exceptional customer service, resolving issues promptly and courteously.
- Assisted customers in completing necessary forms, resulting in accurate and timely mail delivery.
- Maintained accurate records of all transactions, ensuring proper accounting and inventory management.
- Provided guidance on postage rates and shipping options to help customers make informed decisions about their mailing choices.
- Improved customer satisfaction by efficiently sorting and distributing mail to appropriate recipients.
- Prioritized time-sensitive materials such as express packages or overnight deliveries, guaranteeing on-time arrival at their destinations.
- Sorted mail according to size, shape and destination.
Customer Service Representative
Royal Bank of Canada, RBC
08.2012 - 07.2013
- Handle high volumes of inbound calls from personal clients in a professional and timely manner.
- Provide accurate information on account balances, transactions, payments, credit cards, loans and banking services.
- Assist customers with navigating online and mobile banking platforms, including troubleshooting login and technical issues.
- Identify opportunities to educate customers on banking products and refer them to specialists when appropriate.
- Resolve client concerns with care and empathy.
Customer Service Representative
Fido Solutions
08.2011 - 07.2012
- Primary point of contact for business customers via inbound and outbound calls, chat and email.
- Provide expert support on account inquiries, service changes, product features and billing.
- Identify upsell and cross-sell opportunities that align with customer needs and business goals.
- Collaborate with internal teams to resolve complex issues efficiently.
- Meet or exceed performance targets.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
High School Diploma -
Phoenix Alternative High School
Laval, QC06-2010
Skills
- Effective in high-pressure situations
- Coaching and mentoring
- Facilitation and Instructional Design skills
- Time management
- Adaptability
- Collaboration
- Excellent communication
- Organizational skills
- Active listening
- Problem Solving
- Empathy and Emotional Intelligence
- Data Analysis & Reporting
- Proficient in Microsoft Office Suite and Google Workspace
Languages
English
Native or Bilingual
French
Full Professional
Greek
Full Professional
Timeline
Learning Specialist
Telus Communications
10.2021 - Current
Quality Assurance Coach
Telus Communications
02.2020 - 10.2021
Business Loyalty and Retention Representative
Telus Communications
07.2014 - 02.2020
Business Customer Service Representative
Telus Communications
01.2014 - 07.2014
Post Office Clerk
Pharmaprix
04.2013 - 01.2014
Customer Service Representative
Royal Bank of Canada, RBC
08.2012 - 07.2013
Customer Service Representative
Fido Solutions
08.2011 - 07.2012
High School Diploma -
Phoenix Alternative High School
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