Gurna Toussaint
Etobicoke,ON
Summary
Efficient, driven, and energetic customer service representative with over 8+ years of experience in call centers and remote work. Proven track record of delivering excellent support and effectively resolving customer inquiries. Achieves top-notch customer satisfaction through active listening and analytical problem-solving skills. Seeking a full-time position to leverage and grow customer service and digital skills within the company. Proficient in computer operating skills, able to adapt quickly in fast-paced environments. Excellent communication, interpersonal, and organizational skills enable effective work independently and as part of a team. Strong math skills and the ability to perform basic calculations quickly. Hardworking, fast learner who is punctual and reliable. Possesses excellent oral and written communication skills for collection calls. Familiar with Microsoft Excel, Word, and Outlook, able to efficiently complete tasks and meet deadlines. Respectful, reliable, open-minded, and supportive of others in the workplace.
Overview
11
11
years of professional experience
Work History
Customer Service Representative, Remote
Millennium 1 Solutions
2023.01 - 2024.11
- Processed order payments
- Tracked customer complaints and resolve with Salesforce system
- Resolved customer complaints, ensuring customer satisfaction and loyalty.
- Negotiated solutions in challenging situations to retain customer loyalty.
- Built rapport with customers through empathetic listening and understanding their unique needs or preferences.
- Managed time efficiently in order to complete all tasks within deadlines.
- Proved successful working within tight deadlines and a fast-paced environment.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
- Managed over 70 incoming calls and emails per day from customers.
- Utilized CRM software for accurate record-keeping and easy access to pertinent client information during calls.
- Assisted call-in customers with questions and orders.
- Provided superior service to customers by quickly and courteously responding to requests, inquiries, suggestions and concerns.
Collections Agent
Loan Away
2020.01 - 2022.02
- Managed past due collection calls, skip tracing, outside collections agency coordination and litigation activities.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Learned and adapted quickly to new technology and software applications.
- Counseled debtors on payment options and arranged installment agreements.
- Managed approximately 30 incoming calls per day from customers.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
Sales Agent, Remote
Miratel Solutions Inc.
2019.02 - 2020.02
- Managed inbound and outbound calling.
- Lottery sales assist.
- Maintained accurate records of client communications, transactions, policies, and other relevant documentation for seamless operations within the agency.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Developed strong relationships with clients through excellent customer service and regular followups.
- Increased sales revenue by consistently meeting and exceeding sales targets.
- Assisted call-in customers with questions and orders.
Market Research Interviewer
Numeris
2018.04 - 2019.02
- Completed client surveys.
- Recorded customer survey answers verbatim to achieve 100% accurate reporting.
- Maintained customer engagement by completing short surveys with minimal complexity.
- Conducted telephone interviews of general population to collect data for media studies.
- Attended pre-shift briefings and meetings to receive up-to-date information and changes in daily scheduling.
- Maintained a thorough understanding of market research project objectives, consistently aligning interview techniques to support the desired outcomes.
Collections Agent
Empire AR Management Inc.
2017.01 - 2019.03
- Collected on outstanding balances.
- Collaborated with various departments to ensure accurate billing information and resolve any discrepancies promptly.
- Processed payments and applied to customer balances.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Negotiated to collect balance in full.
- Counseled debtors on payment options and arranged installment agreements.
- Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
- Recognized as a top performer within the team for consistently surpassing goals and maintaining high levels of client satisfaction.
General Labor
Polytainers Inc.
2016.01 - 2018.01
- Line picker.
- Machine operator.
general labor
Indigo Books Warehouse
2016.01 - 2017.01
- Line picker.
- Unpacked and stocked inventory.
customer service/ sales associate
Global Beauty Supply
2014.01 - 2015.01
- Restocked shelves.
- Packed merchandise.
- Helped customers with products that best fit their needs.
call center/ collections
Cash 4 You
2015.01 - 2016.01
- Placed calls informing clients about special deals and offers.
- Scheduled appointments for clients.
- Collect on outstanding balance.
Education
Bachelor of Arts - Accounting And Finance
Trent University
Peterborough, ON2018-04
High School Diploma -
Yorkdale Adult Learning Centre
Toronto, ON2016-05
Skills
- Friendly, positive attitude
- Time management
- Multitasking
- Computer skills
- Organizational skills
- Script adherence
- Data entry
- Collections processing
- Verbal and written communication
- Complaint resolution
- Quality assurance
- Call control
- Product upselling
- Sales closing
- Analytical and problem-solving
- Adaptability and flexibility
Timeline
Customer Service Representative, Remote
Millennium 1 Solutions
2023.01 - 2024.11
Collections Agent
Loan Away
2020.01 - 2022.02
Sales Agent, Remote
Miratel Solutions Inc.
2019.02 - 2020.02
Market Research Interviewer
Numeris
2018.04 - 2019.02
Collections Agent
Empire AR Management Inc.
2017.01 - 2019.03
General Labor
Polytainers Inc.
2016.01 - 2018.01
general labor
Indigo Books Warehouse
2016.01 - 2017.01
call center/ collections
Cash 4 You
2015.01 - 2016.01
customer service/ sales associate
Global Beauty Supply
2014.01 - 2015.01
Bachelor of Arts - Accounting And Finance
Trent University
High School Diploma -
Yorkdale Adult Learning Centre