Emma Grand
Gatineau,QC
Summary
Highly adaptable customer service professional with 9 years of experience. Developed exceptional communication and customer service skills in high-volume, customer-focused environment. Proven ability to resolve complex issues and maintain composure under pressure. Seeking to transition into new field, leveraging strong problem-solving and multitasking abilities.
Overview
4
4
years of professional experience
Work History
Enquiries Officer
Elections Canada
12.2024 - Current
- Responded to public enquires over the phone on elections, voting process, registering to vote and federal electoral process.
- Created and maintained reports on enquires for statistics and reporting.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded proactively and positively to rapid change.
Call Center Representative
Hourglass HR
09.2023 - 12.2024
- Responded to customer calls to answer questions about government programs and evaluated client's circumstances to determine eligibility.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reviewed multiple applications submitted by customers to find the one that is most correct and would be most successful.
- Responded to customer calls to help with issues with the application process and fixed application mistakes.
- Helped customers access and navigate the website, and provided password resets.
- Received evaluations averaging 100%.
- Received calls from two different call centres simultaneously.
- Worked in the mailroom opening, sorting and scanning documents accurately.
- Provided mailroom training to employees.
Level 2 Fraud Representative
Manulife Credit Cards, Millennium 1 Solutions
11.2022 - 03.2023
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Responsible for investigating and reporting credit card fraud.
- Initiated credit card disputes on behalf of clients.
- Assisted Level 1 representatives with questions and tasks.
- Worked on pending and declined credit card applications.
- Protected banks and customers from credit card fraud by following procedures and reporting suspicious activity.
- Adopted Level 2 tasks in addition to my previous responsibilities.
Level 1 Customer Service Representative
Manulife Credit Cards, Millennium 1 Solutions
04.2022 - 11.2022
- Received inbound calls from clients about general credit card inquiries and issues.
- Helped educate clients on credit and credit cards.
- Completed credit card maintenance such as credit limit increase, lost and stolen cards, downgrade and upgrade cards.
- Used DOS software to complete maintenance and changes to credit card accounts.
- Sold upgrades to credit cards and retained clients.
- Helped clients with troubleshooting issues when signing up and using online banking website.
- Dealt with sensitive and complicated issues relating to client’s financials by expressing empathy and willingness to help.
- Deescalated clients and helped them with any issue or concern.
- Used Microsoft Word, Excel, Teams, and Outlook daily.
- Offered promotion to Level 2.
- Worked remotely.
Customer Service and Booking Agent
Line One Contact Centres
02.2021 - 11.2021
- Reviewed and updated customer information to maintain up-to-date records for high-quality service.
- Responsible for booking COVID-19 vaccine appointments for clients over the phone.
- Answered client's questions about COVID-19 vaccines using MOH-approved material.
- Deescalated clients and resolved their issues and concerns.
- Worked with clients to find ideal appointments at their preferred locations and time frames.
- Worked with supervisors and Public Health Units to solve complex client issues.
- Learned and followed new material and procedures that changed weekly.
- Worked in a close-knit team and collaborative team.
- Worked remotely.
Education
Diploma - Law Clerk
Algonquin College of Applied Arts And Technology
Ottawa, ON08.2020
Skills
- Microsoft Word, Excel, and Teams
- Recordkeeping Strengths and Clerical Support
- Credit Card Fraud
- Technical Support and Troubleshooting
- Sales and Upselling
- Data Integrity
- Problem-Solving Ability
- Conflict Resolution
- Calm and Professional Under Pressure
- System Documentation
- Customer Service and Assistance
- Verbal and Written Communication
Timeline
Enquiries Officer
Elections Canada
12.2024 - Current
Call Center Representative
Hourglass HR
09.2023 - 12.2024
Level 2 Fraud Representative
Manulife Credit Cards, Millennium 1 Solutions
11.2022 - 03.2023
Level 1 Customer Service Representative
Manulife Credit Cards, Millennium 1 Solutions
04.2022 - 11.2022
Customer Service and Booking Agent
Line One Contact Centres
02.2021 - 11.2021
Diploma - Law Clerk
Algonquin College of Applied Arts And Technology
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