Elizabeth Hesley
Summary
Telecommunications professional skilled in managing high-volume calls while gathering critical information under pressure. Maintains composure in challenging situations, effectively de-escalating interactions and ensuring strict adherence to confidentiality and compliance protocols.
Overview
1
1
Certification
10
10
years of professional experience
Work History
Telephone Mortgage Specialist
BMO Bank of Montreal
Remote
01.2019 - Current
- Managed high-volume inbound calls, gathering and verifying critical customer information under time-sensitive conditions to support customer satisfaction.
- De-escalated difficult interactions, maintaining control of conversations to ensure positive customer experiences.
- Demonstrated professionalism and composure during challenging customer interactions to resolve issues.
- Accurately document detailed call information in real time using internal systems
- Ensured strict adherence to privacy, compliance, and security protocols, safeguarding customer information and upholding company standards.
Data Entry / Communications Support (Contract)
Windsor Police Service
Windsor, Canada
07.2024 - 10.2024
- Managed and updated call queues to streamline real-time communication workflows.
- Supported a fast-paced communications environment prioritizing accuracy and detail.
- Utilized computer-aided dispatch systems to manage call information efficiently.
- Created and updated CAD calls to support timely dispatch operations.
- Conducted CPIC database searches to meet operational requirements.
- Maintained confidentiality while handling sensitive law enforcement data.
Customer Relations Specialist
Great-West Life
01.2018 - 01.2019
- Managed inbound calls, emails, and chats to address customer inquiries in a fast-paced environment
- Resolved complaints and diffused escalated situations effectively
- Clarified complex information for clients under stress to enhance understanding and resolution
- Maintained accurate records and ensured precise processing of sensitive information to uphold data integrity
EasyLine Specialist
TD Canada Trust
01.2017 - 01.2018
- Assisted customers via multi-line phone systems, ensuring efficient communication in a fast-paced environment
- Built rapport with customers while managing multiple tasks to enhance service delivery
- Maintained confidentiality and adhered to compliance procedures to protect customer information
Education
911 Emergency Communications Program -
Cambrian College
Greater Sudbury, ON04-2027
Bachelor of Arts - Sociology
University of Windsor
Windsor, ON12-2017
Skills
- Typing speed 55 WPM
- High-volume call handling
- Real-time documentation
- Multi-line telephone systems
- CAD systems and CPIC searches
- Customer relationship management
- Attention to detail
- Stress management
- Data confidentiality
- Call prioritization and information gathering
Certification
- APCO Public Safety Telecommunicator Certification, 94%
- CritiCall Assessment Training & Exposure
- CAD System Training (Call Creation & Call Management)
Timeline
Data Entry / Communications Support (Contract)
Windsor Police Service
07.2024 - 10.2024
Telephone Mortgage Specialist
BMO Bank of Montreal
01.2019 - Current
Customer Relations Specialist
Great-West Life
01.2018 - 01.2019
EasyLine Specialist
TD Canada Trust
01.2017 - 01.2018
911 Emergency Communications Program -
Cambrian College
Bachelor of Arts - Sociology
University of Windsor