ELLA JEANICE GASQUE
Calgary,AB
Summary
Flexible Customer Service Representative offering 10 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients. Communicative customer service professionals are motivated to maintain customer satisfaction and contribute to company success.
Overview
17
17
years of professional experience
Work History
Educator
Kidsstop
Calgary, AB
08.2023 - Current
- Organized and implemented age-appropriate activities to stimulate the physical, emotional, social, and intellectual development of the children.
- Assisted in developing and implementing daily routines such as snack time, outdoor playtime, and nap time.
- Established good relationships with parents and guardians through regular communication via phone or email.
- Established direct lines of communication with parents, notifying of concerning behavior or health issues.
- Utilized positive reinforcement techniques to motivate and encourage children's learning.
Cashier / Merchandiser - Part Time
Shoppers Drug Mart
09.2021 - Current
- Provides a positive customer experience with fair, friendly, and courteous service
- Registers sales on a cash register by scanning items, itemizing, and totaling customers' purchases
- Resolves customer issues and answers questions
- Bags purchases if needed
- Processes return transactions.
Phone Banker
Wells Fargo Bank
01.2016 - 08.2019
- Handled incoming calls from Wells Fargo customers to resolve issues on personal savings and checking accounts
- Ensure that each customer receives accurate information and understands what is happening with their accounts
- Providing transaction statements, account balances, transfer of funds, deposits, and withdrawals
- Provided timely and effective resolution to a range of customer issues and requests
- Handle each customer with a friendly, courteous touch while following strict procedures for handling various types of inquiries in a timely manner and with enriched customer satisfaction
- Resolved problems or discrepancies concerning customers' accounts.
Technical Support Engineer
CONVERGYS PHILIPPINES, MICROSOFT
11.2013 - 08.2015
- Represent Microsoft in customer communication via phone, email, or chat to assist customers in resolving technical issues involving Microsoft products and services
- Deliver high-quality service to Microsoft Enterprise customers by solving complex technical problems and helping to pro-actively prevent new issues
- Determine the problem and narrow it to a specific component while managing the customer's expectations for resolution
- Apply expertise to resolve more than one issue at a time
- Providing customer satisfaction.
Technical Support Representative II
StarTek, Inc
09.2012 - 06.2013
- AOL Win Voice
- Interact with customers through phone calls in a courteous and professional manner
- Help customers with problems with their AOL ensuring resolution and customer satisfaction.
Technical Support / Customer Care
TELUS International Philippines
08.2007 - 06.2012
- NOOK eBook by Barnes & Noble – Technical Support
- Address customer's concerns regarding their hardware issues on the device
- Perform some troubleshooting steps regarding certain issues
- Process replacement device if the issue is not resolved.
Senior Customer Interaction Associate
DELL Computer
- Respond to orders, general customer inquiries, invoice questions, and customer complaints
- Project a professional company image through phone interaction
- Identify, research, and resolve customer issues using the computer system.
Technical Support Representative
Microsoft
- XBOX360 Hardware
- Working as an Inbound Technical support Representative for a gaming console manufactured by, Support Americans, Canadians
- Address customer's concerns regarding their hardware issues on the console
- Perform some troubleshooting steps regarding certain issues.
Education
Business Administration -
Global College of Business and Technology
06.2023
Education Assistant -
EAST WEST College
05.2021
Emergency First Aid (CSA Basic) Level C CPR & AED -
St John Ambulance Saint-Jean
04.2021
Computer Programming Analysis and Design -
St. John Bosco Computer Institute
03.2019
Skills
- Professional in managing client relations and subordinates and can deal with different kinds of people
- Easy to work with and works well under pressure
- Familiar with Windows Application programs such as Word, Excel, and PowerPoint, MAC OS, and knows how to operate standard office equipment
- Active Listener
- Customer Service
- Friendly and Outgoing
- Data Entry
- Quick Learner
- Goal Setting and Prioritization
- Motivated Team Player
- Time Management
- Multitasking and Prioritization
Timeline
Educator
Kidsstop
08.2023 - Current
Cashier / Merchandiser - Part Time
Shoppers Drug Mart
09.2021 - Current
Phone Banker
Wells Fargo Bank
01.2016 - 08.2019
Technical Support Engineer
CONVERGYS PHILIPPINES, MICROSOFT
11.2013 - 08.2015
Technical Support Representative II
StarTek, Inc
09.2012 - 06.2013
Technical Support / Customer Care
TELUS International Philippines
08.2007 - 06.2012
Senior Customer Interaction Associate
DELL Computer
Technical Support Representative
Microsoft
Business Administration -
Global College of Business and Technology
Education Assistant -
EAST WEST College
Emergency First Aid (CSA Basic) Level C CPR & AED -
St John Ambulance Saint-Jean
Computer Programming Analysis and Design -
St. John Bosco Computer Institute
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