Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Gertie Wowk

Kamloops,BC

Summary

Dynamic customer service professional with extensive experience at Foundever, excelling in problem resolution and communication. Proven track record in enhancing customer satisfaction through empathetic interactions and effective conflict resolution. Skilled in CRM systems and adept at managing high-volume calls, consistently achieving performance metrics while fostering positive customer relationships.

Overview

19
19
years of professional experience

Work History

At Home Customer Service Agent and Trainer

Foundever
05.2011 - Current
  • Addressed customer concerns using clear communication and strategic solutions.
  • Provided accurate information regarding products, services, and policies to enhance customer satisfaction.
  • Assisted customers in navigating account issues, ensuring timely resolutions and support.
  • Managed high-volume calls while maintaining professionalism and empathy towards customers' needs.
  • Documented customer interactions in CRM systems for improved service tracking and follow-up.
  • Collaborated with team members to streamline processes and enhance overall service delivery efficiency.
  • Adapted quickly to changes in product offerings and system updates, ensuring up-to-date knowledge base.
  • Contributed to training new staff on best practices for customer interaction and service excellence.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • 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 and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Addressed customer account discrepancies and concerns.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Streamlined communication processes for improved information exchange between customers and team members.
  • Responded to customer requests for products, services, and company information.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Project Manager

BLJC
04.2006 - 06.2009
  • Addressed customer concerns using clear communication and strategic solutions.
  • Provided accurate information regarding products, services, and policies to enhance customer satisfaction.
  • Assisted customers in navigating account issues, ensuring timely resolutions and support.
  • Managed high-volume calls while maintaining professionalism and empathy towards customers' needs.
  • Documented customer interactions in CRM systems for improved service tracking and follow-up.
  • Collaborated with team members to streamline processes and enhance overall service delivery efficiency.
  • Adapted quickly to changes in product offerings and system updates, ensuring up-to-date knowledge base.
  • Contributed to training new staff on best practices for customer interaction and service excellence.
  • Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
  • 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 and projects simultaneously.
  • Utilized strong problem-solving skills to quickly identify and address customer issues.
  • Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
  • Clearly communicated product features and benefits, helping customers make informed decisions about their purchases.
  • Addressed customer account discrepancies and concerns.
  • Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
  • Streamlined communication processes for improved information exchange between customers and team members.
  • Responded to customer requests for products, services, and company information.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Bachelor Of Arts -

University of Alberta
Edmonton, AB
06.1970

Skills

  • Customer service
  • Data entry
  • Problem resolution
  • Outstanding communication skills
  • Call center experience
  • Empathetic and genuine
  • Active listening
  • Customer complaint resolution
  • Customer relations
  • Conflict resolution
  • Customer relationship management (CRM)
  • Call control
  • Live chat support
  • Inbound call management
  • Payment processing
  • De-escalation techniques
  • Upselling

Languages

English
Professional Working

Timeline

At Home Customer Service Agent and Trainer

Foundever
05.2011 - Current

Project Manager

BLJC
04.2006 - 06.2009

Bachelor Of Arts -

University of Alberta

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Gertie Wowk