ERIN NUNN
Peterborough,Canada
Summary
.Proven ability to work independently and part of a team Skilled Customer Service Agent with a background in managing customer inquiries, resolving complaints and promoting company products. Abilities include strong communication skills, problem-solving capabilities, and high-level multitasking. Demonstrated success in improving customer satisfaction ratings and streamlining processes for efficiency.
Overview
8
8
years of professional experience
Work History
Customer Service Agent
DriveTest
Peterborough, Canada
03.2011 - 05.2016
- Company Overview: Website: [DriveTest](https://www.drivetest.ca)
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns and inquiries
- Consistently met or exceeded performance metrics including average handle time, first-call resolution rate, and adherence to schedule requirements
- Adhered to company guidelines and protocols while representing the brand professionally during all interactions with customers
- Provided product knowledge assistance to customers, guiding them towards informed purchasing decisions based on their specific needs
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations
- Built rapport with clients through active listening, empathy, and understanding of their individual needs
- Implemented feedback from quality assurance reviews to continuously refine skills and deliver excellent support
- Supported peers through knowledge sharing, collaboration efforts resulting in an enhanced team dynamic and heightened productivity levels
- Maintained a high level of integrity and confidentiality when handling sensitive customer information, ensuring data privacy compliance
- Educated customers about billing, payment processing and support policies and procedures
- Delivered prompt service to prioritize customer needs
- Maintained up-to-date knowledge of product and service changes
- Website: [DriveTest](https://www.drivetest.ca)
Vocational Instructor
TriArch Educational Services
Peterborough, Canada
06.2008 - 05.2010
- Planned and documented programs of study meeting individual needs and abilities of students
- Provided instructional handouts, texts, audiovisual aids and other materials to facilitate learning
- Assisted program participants with achieving career and learning goals
- Utilized data-driven instruction to identify areas of focus for lesson planning and targeted intervention strategies for struggling students
- Maintained a positive classroom environment by fostering respect, open communication, and inclusiveness among all students
- Managed resources effectively to ensure access to necessary supplies while staying within budgetary constraints
- Maintained documentation on educational services and tracked students' progress to gauge overall success of learning program
- Developed individualized learning plans to accommodate students with varying abilities and learning styles
- Evaluated student performance using comprehensive assessments, providing valuable feedback on progress and areas for improvement
- Supported student success by offering after-school tutoring sessions tailored to individual needs and learning objectives
- Established goals for courses with organized outlines and detailed lessons
Education
Bachelor of Arts - Psychology And Business Administration
Trent University
Peterborough, ON04.2024
Diploma - Computer Programming And Business Administration
Sir Sandford Fleming College
Peterborough, Canada04.1999
Skills
- Inbound customer service
- Verbal and written communication
- Payment processing
- Adaptability and flexibility
- Computer Literate
- Clear Communication
- Attentive to People
- Critical Thinking
- Team Collaboration
- Problem Identification
- Relationship Building
- Documentation And Reporting
- Data Entry
- Problem-solving abilities
- Complaint Handling
- Documentation
- Conflict Resolution
- Exemplary work ethic
Timeline
Customer Service Agent
DriveTest
03.2011 - 05.2016
Vocational Instructor
TriArch Educational Services
06.2008 - 05.2010
Bachelor of Arts - Psychology And Business Administration
Trent University
Diploma - Computer Programming And Business Administration
Sir Sandford Fleming College
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