Geovaughn Coley
186 King St, London, ON,Canada
Summary
Customer service professional with robust background in assisting customers and resolving inquiries effectively. Recognized for strong problem-solving skills and maintaining positive customer experience. Team-oriented with focus on collaboration and achieving results, adaptable to changing environments.
Overview
9
9
years of professional experience
Work History
CUSTOMER SERVICE AGENT - COLLECTIONS
Bill Gosling Outsourcing
01.2024 - Current
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks simultaneously.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved accounting concerns.
- Educated customers about billing, payment processing and support policies and procedures.
- Updated customer accounts, and maintained detailed records.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Negotiated re-payment plans by identifying causes of delinquent payments to assist in recovery of debt and meet realistic timeframes.
TACTICAL GUARD
Garda World
02.2023 - 01.2024
- Conducted daily security patrols of assigned areas
- Enforced safety regulations and monitored access control points
- Secured personnel and premises by inspecting buildings and patrolling property
- Addressed problems quickly and reported clear information while working under minimal supervision
- Followed established security and safety procedures and posted orders to include enforcement of company rules, policies and regulations
- Completed detailed reports on daily activities, incidents, or irregularities observed during shift hours.
- Assisted in emergency situations by remaining calm under pressure, following established protocols, and providing support to first responders.
TEAM MEMBER
McDonald's
11.2022 - 01.2023
- Assisted customers with product selection and ordering process
- Provided customer service support to ensure satisfaction
- Received, processed, and stocked merchandise in accordance with store policies
- Operated cash registers to process payments from customers
- Rotated through series of different stations based on team needs
- Maintained a clean and organized work area throughout shift
CUSTOMER SERVICE REPRESENTATIVE
National Housing Trust
01.2018 - 08.2022
- Respond to telephone and email requests for information
- Perform clerical work and record information on records
- Answer telephone to facilitate general information in response to public or office inquiries
- Sort and file documents to predetermined classification, maintaining alphabetical, index and cross-referenced files
- Compose routine letters and memoranda to disburse
- Filed customer complaints and queries, fast-tracking them for problem resolution
- Review customer account information to determine current issues and potential solutions
- Train new employees on procedures and policies to maximize team performance
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
COMPLIANCE CLERK
National Housing Trust
11.2015 - 12.2017
- Prepare Tax Compliance Certificates
- Assist customers in making payments and setting up payment plans
- Review customer accounts to determine if they need to be sent to court to become tax compliant
- Assisting in the preparation of S02s and S03s for companies
- Maintained up-to-date knowledge of applicable laws and regulations.
Education
Certificate - Business Fundamentals
Fanshawe College
London, ON08.2024
Certificate - Security Guard License
Serco Canada
London, ON02.2023
Certificate - Supervisory Management
University of The West Indies
Kingston, Jamaica08.2022
Certificate - Project Management
University of The West Indies
Kingston, Jamaica05.2016
Certificate - Electrical Installation
National Council of Technical And Vocational Education And Training
Kingston, Jamaica03.2014
Skills
- Time management
- Flexibility
- Leadership
- Goal oriented
- Technical skills
- Problem resolution
- Excellent customer service skills
- Adaptive team player
- Outstanding communication skills
Accomplishments
- Award for Recognition of Contributions made to the Clarendon Branch Office for the year 2016-2017.
- Award for Outstanding Contributions to the Compliance Department for the year 2015-2016.
- Employee of the Quarter - 2014 & 2015.
Timeline
CUSTOMER SERVICE AGENT - COLLECTIONS
Bill Gosling Outsourcing
01.2024 - Current
TACTICAL GUARD
Garda World
02.2023 - 01.2024
TEAM MEMBER
McDonald's
11.2022 - 01.2023
CUSTOMER SERVICE REPRESENTATIVE
National Housing Trust
01.2018 - 08.2022
COMPLIANCE CLERK
National Housing Trust
11.2015 - 12.2017
Certificate - Business Fundamentals
Fanshawe College
Certificate - Security Guard License
Serco Canada
Certificate - Supervisory Management
University of The West Indies
Certificate - Project Management
University of The West Indies
Certificate - Electrical Installation
National Council of Technical And Vocational Education And Training
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