Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Emily Costello

St. John's,NL

Summary

Enthusiastic customer service, hospitality and sales professional with over 10 years expertise in customer onboarding, retention, white glove client services and account management of telecommunications products and adjacent services. With a driven and deep understanding that ongoing customer support ensures clients know their ongoing value to a company at both time of purchase of a service and beyond. Hospitality is not just a field I am interested in, I believe it is a major cornerstone to keep the economy blooming in Newfoundland. Always reaching to make memorable experiences for clients to ensure product longevity is a positive memory beyond their immediate time of use. Attentive employee who leverages every opportunity for learning and improvement, thrives in seeking innovative approaches to solutions with team members. Takes pride in learning knowledge of all products and services, as well as a keen interest to drive loyalty, retention and revenue.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Sales Consultant

Bell Canada
02.2018 - 07.2023
  • Responsible for both sales and fulfillment of small business and B2B accounts exceeding 1000+ mobility lines and telecom adjacent products. Kept detailed records of daily progress within multiple internal software programs.
  • Adhering to the highest standards of professionalism while providing customer service to a spectrum of clients. Addressing their needs in a positive and efficient manner using active listening and understanding to resolve issues and questions in a simple yet comprehensive way.
  • Specific focus on working with clients who face accessibility issues to ensure inclusive solutions with multi level ongoing support as needed.
  • Provided comprehensive fiscal quotations and presentations for clients who require multi service/product integration solutions in clear non-technical language
  • Liaised concerns of clients to management and regional sales directors to ensure we are adapting collaboratively and effectively finding more innovative and user friendly solutions.
  • Achieved and exceeded target revenue streams by regularly servicing accounts and connecting with clients ensuring all needs were met and questions resolved in a timely manner.
  • Responsible for the activation of all telecommunications products and adjacent software on LTE/5G, fibre optic and satellite networks.
  • Proficiency in point of sales systems and inventory management systems (SAP)



Client Care Representative

Bell Mobility
04.2020 - 09.2020
  • Investigated and resolved billing, service and account concerns pertaining to mobility and home services products.
  • Facilitated inter-departmental communication to provide cohesive customer support using software such as Softview, Single View, OneView, Fast Act & NM1.
  • Explained available products and services, demonstrated features, and used non-technical language to troubleshoot technical issues for clients clearly and effectively.
  • Maintained customer satisfaction with enthusiastic tone while focused on addressing customer needs and resolving concerns in real time.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Followed-through on all critical inter-departmental escalations to increase customer retention rates.


Hospitality and Tourism Specialist

Spirit of Newfoundland LTD
06.2010 - 01.2017
  • Worked multiple roles throughout organization including but not limited to: Performer, Event Manager, Reservations Agent, Host and Server.
  • Provided information through narratives on various sites throughout St. John's, Newfoundland relaying lore and stories to engage crowds as well as conducting pre-planned guided tours.
  • Contracted out as performer for corporate events to provide services for entertainment to new clients in large industries such as petroleum and dairy.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Visited trade shows, stores and community organizations to demonstrate products or services and act as point of contact for prospective clients.
  • Arranged and prepared tables for customers to offer memorable experiences to guests and foster repeat business.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Took reservations and special requests by phone/email and answered customer questions in timely manner
  • Proved successful working within tight deadlines and fast-paced atmosphere in multiple interchanging roles.

Education

Political Science

Saint Mary’s University
Halifax, NS

High School Diploma -

Bishops College
St. John's, NL
2009

Skills

  • Outstanding product and service knowledge
  • Conflict resolution expert
  • Hospitality specialist
  • Motivated and enthusiastic
  • Sales and product fulfillment professional
  • Customer relationship management
  • Reservation management
  • Tourism knowledge
  • Excellent communication
  • Multitasking Abilities

Certification

School of Leadership - 2010 Graduate

Health & Safety Certified representative

Blueprint Foundations Part 1 & 11

Diversity & Inclusion in Tech

Woman in STEM


References

Peter Halliday 

Co-Owner/CEO -Spirit of NL 

709-687-2464


Ryan Specker 

B2B Account Management Lead - BELL ALIANT

709-728-4441


Zachary Quinlan

CEO/Owner of HAUS OF STEELE 

1-647-207-7826


Timeline

Client Care Representative

Bell Mobility
04.2020 - 09.2020

Sales Consultant

Bell Canada
02.2018 - 07.2023

Hospitality and Tourism Specialist

Spirit of Newfoundland LTD
06.2010 - 01.2017

School of Leadership - 2010 Graduate

Health & Safety Certified representative

Blueprint Foundations Part 1 & 11

Diversity & Inclusion in Tech

Woman in STEM


Political Science

Saint Mary’s University

High School Diploma -

Bishops College

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Emily Costello