ELSPETH JERVIS-HILKER
EPCOR Utilities Inc.
Edmonton,AB
2
Languages
1
Certification
19
years of professional experience
Customer service and administrative professional with 20+ years of experience supporting customers, resolving complex inquiries, managing confidential information, and coordinating tasks in fast-paced business environments. Strong background in problem-solving, data accuracy, documentation, cross-functional collaboration, and providing responsive support to diverse customers. Experienced in training and supporting new employees, handling sensitive information, managing multiple priorities, and using computer systems, databases, Microsoft Office, and spreadsheets. Highly organized, detail-oriented, self-motivated, and committed to providing respectful and inclusive service.
Work History
Customer Service Consultant
14 Years 6 Months- Provide comprehensive customer and administrative support by responding to inquiries related to billing, payments, service requests, and account concerns.
- Resolve customer questions and complaints professionally and efficiently while maintaining a high standard of customer service.
- Manage multiple inquiries and competing priorities simultaneously while maintaining accuracy and attention to detail.
- Handle confidential customer account information in accordance with established policies, procedures, and privacy requirements.
- Apply problem-solving and critical-thinking skills to assess customer concerns and identify appropriate solutions.
- Communicate clearly and professionally with customers while adapting to different needs, circumstances, and levels of understanding.
- Collaborate with colleagues and internal departments to ensure customer inquiries are addressed accurately and efficiently.
- Maintain accurate customer information and documentation while following established processes and procedures.
- Work independently while managing daily responsibilities and meeting service expectations in a fast-paced environment.
Service Consultant, Support Team
1 Year 8 Months- Provided first-level problem solving, first-call resolution, and escalation support for external and internal customers.
- Listened actively to customer concerns and responded promptly with accurate information and appropriate solutions.
- Investigated customer issues and used sound judgment to determine when additional support or escalation was required.
- Collaborated with multiple departments to coordinate solutions and provide integrated customer support.
- Conducted training sessions for new employees, providing guidance on processes, procedures, and role responsibilities.
- Supported colleagues by sharing information and assisting with complex customer inquiries.
- Maintained professionalism and attention to detail while handling multiple priorities in a fast-paced environment.
Service Consultant, Billing Assurance
11 Months- Analyzed customer account and billing information to identify and correct data anomalies.
- Applied analytical and problem-solving skills to investigate discrepancies and support accurate billing.
- Maintained a high level of attention to detail when reviewing account information and correcting data.
- Followed established policies, procedures, and regulatory requirements when handling customer and billing information.
- Collaborated with internal departments to resolve billing-related issues and support accurate customer accounts.
- Worked with sensitive information while maintaining confidentiality and accuracy.
Data Entry Clerk
1 Year 8 Months- Entered numerical and alphabetic information accurately from product orders and electronic documentation.
- Updated and maintained databases to ensure information remained current and accurate.
- Created and maintained reports and spreadsheets to monitor data-entry activities and progress.
- Used Microsoft Office applications to complete administrative and data-management tasks.
- Verified entered information against source documents to identify and correct errors.
- Prepared weekly and monthly reports and maintained organized records.
- Collaborated with colleagues to ensure projects and assigned tasks were completed accurately and on time.
- Managed multiple data-entry responsibilities while maintaining accuracy and attention to detail.
Customer Service - Sales
2 Years 11 Months- Responded to customer inquiries and professionally resolved service and product-related concerns.
- Provided clear information regarding products, services, pricing, and promotions.
- Developed strong product knowledge to effectively identify and respond to customer needs.
- Used effective communication and customer-service skills to build positive customer relationships.
- Processed customer transactions accurately and verified information before completing payments.
- Resolved customer concerns promptly while maintaining a professional and service-focused approach.
- Supported sales objectives by identifying appropriate products and services based on customer needs.
Education
- Crucial Conversations
- Business Fundamentals with Specialization in Supervisory Development Certification
- Conflict Resolution & Negotiation Certificate
- Business Writing that Works
- Feedback
- Emotional Intelligence
- Telephone Conflict Resolution Skills
High School Diploma
Skills
Customer Service & Client Support
Administrative Support
Communication & Relationship Building
Data Entry & Data Accuracy
Confidential Information Handling
Multitasking & Prioritization
Training & Employee Support
Documentation & Record Maintenance
Microsoft Office & Digital Literacy
Database & Spreadsheet Management
Cross-Departmental Collaboration
Attention to Detail
Fast-Paced Work Environments
Policy & Procedure Compliance
Employee Coaching
Sales expertise
De-Escalation Techniques
Customer Relationship Management (CRM)
Certification
Crucial Conversations, Business Fundamentals with Specialization in Supervisory Development Certification, Conflict Resolution & Negotiation Certificate, Business Writing that Works, Feedback, Emotional Intelligence, Telephone Conflict Resolution Skills
Languages
English
Native or Bilingual
Spanish
Elementary
Timeline
Service Consultant, Support Team
EPCOR Utilities Inc.
12.2019 - 08.2021Read More
Service Consultant, Billing Assurance
EPCOR Utilities Inc.
04.2016 - 03.2017Read More
Customer Service Consultant
EPCOR Utilities Inc.
03.2012 - 09.2026Read More
Data Entry Clerk
Maddies Natural Pet Products
07.2010 - 03.2012Read More
Customer Service - Sales
Shaw Cable
07.2007 - 06.2010Read More
Valleyview Secondary
High School Diploma
Read More
EPCOR School of Business
from Telephone Conflict Resolution Skills
Read More
EPCOR School of Business
from Emotional Intelligence
Read More
EPCOR School of Business
from Feedback
Read More
EPCOR School of Business
from Business Writing that Works
Read More
NAIT
from Conflict Resolution & Negotiation Certificate
Read More
NAIT
from Business Fundamentals with Specialization in Supervisory Development Certification
Read More
EPCOR School of Business
from Crucial Conversations
Read More