Gabriela Alves
St. Catharines,ON
Summary
Focused Paralegal student aiming to secure an unpaid placement to apply my current academic legal knowledge and experience in a practical setting with my extensive work experiences. As a Dynamic professional with a proven track record at Rogers Communications, enhancing customer retention and satisfaction through innovative strategies and exceptional service. Skilled in Microsoft Office and adept at problem-solving, I significantly reduced churn rates by developing personalized solutions. My approach combines analytical thinking with empathy, fostering strong customer relationships and team collaboration.
As a Paralegal placement student i can combine my work life experiences with my knowledge in legal research, document preparation, and case management, ensuring thorough and accurate work. Strong collaborator, adaptable to evolving needs, and focused on delivering impactful results. Known for reliability, problem solving skills, and discretion in handling sensitive information.
Overview
16
16
years of professional experience
Work History
Customer Retention Specialist
Rogers Communications
04.2012 - Current
- Implemented targeted outreach campaigns to re-engage inactive customers and boost repeat business.
- Reduced churn rate by developing personalized retention strategies for high-risk clients.
- Monitored industry trends, staying ahead of competitors'' tactics in order to proactively address potential challenges or disruptions.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Care Representative
Rogers Communications
08.2009 - 04.2012
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Contributed to team success, consistently achieving call center performance metrics.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved accounting, service and delivery concerns.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
Education
Diploma - Paralegal Studies
Mohawk College of Applied Arts And Technology
Hamilton, ON12-2025
Skills
- Team collaboration
- Microsoft office
- Legal research
- Case analysis
- Document drafting and preparation
- Confidentiality
- Teamwork and collaboration
- Time management
- Problem-solving abilities
- Adaptability and flexibility
- Database searching
- Negotiation
- Microsoft Office Suite
- Analytical thinking
- Conflict resolution
- Self motivation
- Critical thinking
- Multitasking Abilities
Languages
Portuguese
Limited Working
English
Bilingual or Proficient (C2)
Timeline
Customer Retention Specialist
Rogers Communications
04.2012 - Current
Customer Care Representative
Rogers Communications
08.2009 - 04.2012
Diploma - Paralegal Studies
Mohawk College of Applied Arts And Technology
Similar Profiles
Rutika TawdeRutika Tawde
Manager - Business Controls at Rogers Communications Inc. (Rogers Bank)Manager - Business Controls at Rogers Communications Inc. (Rogers Bank)
Robert DrysdaleRobert Drysdale
Store Manager at Rogers Communications Inc.Store Manager at Rogers Communications Inc.
Stephanie Anne MagugatStephanie Anne Magugat
Customer Service Consultant at Rogers CommunicationsCustomer Service Consultant at Rogers Communications