Summary
Overview
Work History
Education
Skills
Accomplishments
Linked in Learning
Timeline
Generic

Erin Juteram

Hamilton,ON

Summary

Skilled team player with strong background in Customer Service and Operational environments. Works well independently and in a team to handle day to day and always ready to go beyond basics assignments. Quick learner with intermediate computer abilities. Demonstrates a very strong work ethic and sense of accountability as well as excellent communicate skills.

Overview

6
6
years of professional experience

Work History

Customer Success Specialist I

TransUnion of Canada Inc
Burlington, ON
03.2022 - Current
  • Responds to customer requests for products, services and company information.
  • Provides primary customer support to internal and external customers.
  • Cultivates customer loyalty, promoted repeat business and improved sales.
  • Develop community reputation through commitment to customer satisfaction and strong client relationships.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.

Customer Operations, Specialist I

TransUnion of Canada Inc
Burlington, ON
02.2020 - 03.2022
  • Responsible for developing, tracking, and analyzing important reports concerning escalation drivers, in order to recommend where improvements can be made in business procedures by identifying trends and variances.
  • Responsible for assessing quality of performance of team who interact with other internal teams, existing, and potential customers.
  • Used scorecards to evaluate quality assurance of requests, and monitors inbound and outbound email responses to assess associates demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures.
  • Assisted in developing, creating and implementing quality processes and procedures; as well as makes recommendations for enhancements to training materials as needed to enhance the overall customer’s experience.
  • Built sustainable relationship of trust through open and interactive communication both internally & externally and promotes the company brand
  • Exercised a high level of trust and confidentiality.
  • Gave constructive criticism to all team members.
  • Troubleshoots technical issues
  • Associate scheduling
  • Prepared and reviewed template contracts
  • Experience using systems such as SalesForce, Remedy, and PeopleSoft

Customer Operations, Team Coordinator

TransUnion of Canada Inc
Burlington, ON
01.2019 - 01.2020
  • Built strong relationships with internal and external customers through positive attitude and attentive responses
  • Managed team workload to reach targets for specific tasks.
  • Developed process improvements and offered actionable solutions to correct recurring issues.
  • Used intermediate features of Microsoft Office to complete necessary reports for senior management review.
  • Delegated daily tasks, addressed employee questions, and resolved scheduling issues
  • Conducted new-hire training regularly throughout fiscal year.

Customer Operations, Rep III

TransUnion of Canada Inc
Burlington, ON
01.2017 - 01.2019
  • Updated and maintained database of existing and potential customers.
  • Assisted to update and create quality control standards, methods and procedures to meet compliance requirements.
  • Developed standard operating procedures and document workflow for current and future process steps.
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.
  • Managed high-value existing and new business partnerships to deliver on objectives and maximize corporate revenue, support and awareness.
  • Was able to consistently troubleshoot customer accounts for technical, billing, and general setup issues.
  • Supported TransUnion's Credential process to help onboard new customers by pre-screening companies that TransUnion engages to provide services.

Customer Operations, Customer Service Rep II

TransUnion of Canada Inc
Burlington, ON
05.2016 - 01.2017
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Entered customer interaction details in systems to track requests, document problems and record solutions offered.
  • Responded to customer requests for products, services and company information.
  • Reviewed consumer files with customers and submitted consumer investigations when required.
  • Contacted customer to notify of outcome/status of investigations or inquiries.

Education

Diploma - Protection, Security And Investigation

Mohawk College of Applied Arts And Technology
Hamilton, ON
04.2016

Skills

  • Data compilation
  • Verbal communication
  • Multitasking
  • Problem-solving
  • Policy enforcement
  • Data management
  • Report generation
  • Customer service excellence
  • Organization and record keeping
  • Microsoft Office
  • Training and development
  • Quality control

Accomplishments


  • Recipient of the 2019 President's Award for Customer Service
  • Used Microsoft Excel to develop project tracking spreadsheets.
  • Supervised team of 6 staff members.
  • Documented and resolved request intake issues which led to more efficient work flow.

Linked in Learning

  • Leading Yourself – July 2020
  • Performing under Pressure – August 2018
  • Writing Customer Service Emails – August 2018
  • Building Resilience – August 2018
  • Customer Service: Managing Customer Expectations – August 2018
  • Leadership Foundations – August 2018
  • Solving Business Problems – August 2018
  • Teamwork Foundations – August 2018
  • Working with Upset Customers – August 2018
  • Leading without Formal Authority – April 2018

Timeline

Customer Success Specialist I

TransUnion of Canada Inc
03.2022 - Current

Customer Operations, Specialist I

TransUnion of Canada Inc
02.2020 - 03.2022

Customer Operations, Team Coordinator

TransUnion of Canada Inc
01.2019 - 01.2020

Customer Operations, Rep III

TransUnion of Canada Inc
01.2017 - 01.2019

Customer Operations, Customer Service Rep II

TransUnion of Canada Inc
05.2016 - 01.2017

Diploma - Protection, Security And Investigation

Mohawk College of Applied Arts And Technology

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Erin Juteram