Frank Ramsay
Chatham,ON
Summary
Personable and dedicated Customer Service Representative with extensive experience in finance industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
38
38
years of professional experience
Work History
Senior Client Service Representative
Canada Life
London, ON
11.2010 - Current
- Provide superior customer service to clients by responding to inquiries and resolving any issues or concerns in a timely manner.
- Greet incoming customers to provide immediate, friendly and knowledgeable support.
- Mentor junior team members and manage employee relationships.
- Develop and maintain strong relationships with customers through regular follow-up communication.
- Follow up with customers through calls and emails to proactively resolve issues and maintain satisfaction.
Supervisor Escalation Team
Teletech
London, ON
11.2005 - 02.2010
- Provided superior customer service to clients by responding to inquiries and resolving any issues or concerns in a timely manner.
- Created a system for tracking complaint resolutions in order to measure effectiveness of problem resolution efforts.
- Coordinated client meetings, prepared agendas, and documented meeting notes.
- Assisted in the development of new processes for improved customer service operations.
- Collaborated with other departments such as field operations, finance, sales and operations, when necessary to resolve escalated issues.
Supervisor
Teletech
London, ON
05.2003 - 11.2005
- Monitored customer service team performance and provided feedback to ensure that established service levels were met.
- Analyzed escalated customer complaints, identified root causes of problems, and developed solutions for resolution.
- Conducted regular meetings with customer service team members to discuss call center performance metrics, best practices, and areas of improvement.
- Provided coaching sessions to customer service representatives on how to handle difficult or challenging customers.
- Ensured that all escalated cases are resolved within agreed-upon time frames.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
Senior Client Service Representative
Teletech Inc
London, ON
05.2000 - 05.2003
- Greeted incoming customers to provide immediate, friendly and knowledgeable support.
- Developed and maintained strong relationships with customers through regular follow-up communication.
- Delivered high level of service to clients to both maintain and extend relationships for future business opportunities.
- Presented and explained fees, clearly clarifying invoices, company policies and provided billing services.
Sales Associate
Super Pet Inc
London, ON
02.1997 - 05.2000
- Greeted customers and provided exceptional customer service.
- Assisted customers with product selection, sizing and styling.
- Provided accurate information about products, prices and services.
Limousine Chauffeur
A Class Above
London, ON
07.1997 - 05.2000
- Developed strong relationships with customers through excellent customer service skills.
- Upheld high standards of professionalism and discretion when working with high-value clients.
Customer Service Representative
KC Knox Inc
London, ON
04.1993 - 06.1995
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Warehouse Shipping Receiver
Hallmark Cards Inc
Aurora, ON
03.1989 - 10.1992
- Received, inspected and verified incoming shipments to ensure accuracy.
- Checked for damaged goods and reported any discrepancies in quantity or condition of items received.
- Prepared packages for shipment by selecting appropriate packing materials and labeling as required.
Restaurant Manager
Burger King Resaurants
Newmarket, ON
02.1986 - 06.1988
- Managed day-to-day operations of restaurant, including scheduling, budgeting, and inventory control.
- Supervised and trained staff in customer service, food handling, and safety protocols.
- Developed strategies for improved operational efficiency and customer satisfaction.
- Resolved customer complaints in a professional manner to maintain positive relationships with guests.
Education
Human Resource Management Certificate - Human Resource Management
Seneca College of Applied Arts And Technology
North York, ONHigh School Diploma -
GW Williams Secondary School
Aurora, ONSkills
- Membership Renewals
- Account Management
- Outbound Calling
- Database Management
- Experience with Unitrax, MacKenzie Mainframe, RPS Production
- Client Relations
- Call Documentation
- De-Escalation Techniques
- Customer Service
- Inbound and Outbound Calling
- Issue and Complaint Resolution
- Customer Relationship Management (CRM)
- Calm and Professional Under Pressure
- Strong Analytical and Problem Solving Skills
- Remote Office Availability
- Complaint Resolution
Timeline
Senior Client Service Representative
Canada Life
11.2010 - Current
Supervisor Escalation Team
Teletech
11.2005 - 02.2010
Supervisor
Teletech
05.2003 - 11.2005
Senior Client Service Representative
Teletech Inc
05.2000 - 05.2003
Limousine Chauffeur
A Class Above
07.1997 - 05.2000
Sales Associate
Super Pet Inc
02.1997 - 05.2000
Customer Service Representative
KC Knox Inc
04.1993 - 06.1995
Warehouse Shipping Receiver
Hallmark Cards Inc
03.1989 - 10.1992
Restaurant Manager
Burger King Resaurants
02.1986 - 06.1988
Human Resource Management Certificate - Human Resource Management
Seneca College of Applied Arts And Technology
High School Diploma -
GW Williams Secondary School
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