Summary
Overview
Work History
Education
Skills
Timeline
Generic

Holly Boulter Laurin

Ottawa,WV

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

16
16
years of professional experience

Work History

Contact Center – Multiple Functions Over 10 Yrs

ROGERS Communications
Ottawa, ON
06.2008 - 09.2018
  • Frontline roles in Customer Service, Retention and Sales
  • Floor support – assisting consultants with system difficulties, escalations
  • Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
  • Carried out day-day-day duties accurately and efficiently.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours; night, weekend, and holiday shifts.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Identified issues, analyzed information and provided solutions to problems.
  • Handled [35] calls per day to address customer inquiries and concerns.

Contact Center – Multiple Functions Over 5 Yrs

Bell Sympatico
Ottawa
06.2002 - 05.2007
  • Crew coordinator in telecommunication industry.
  • Promoting services and products
  • Applied consistent, superior service to every customer by utilizing all available tools and resources.
  • Addressed and investigated customer complaints with friendliness and professionalism
  • Served customers and followed outlined steps of service.
  • Proved successful working within tight deadlines and fast-paced atmosphere.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Learned new skills and applied to daily tasks to improve efficiency and productivity

Operator Services

Bell Canada
Ottawa
01.2001 - 01.2002
  • Operated switchboard and routed incoming calls to appropriate departments.
  • Processing calls: 911, long distances, and over-sea.
  • Provided relay service for hearing-impaired users.
  • Monitored automated systems for placing collect calls and intervened for callers needing assistance.
  • Pleasantly greeted all callers and asked how to be of assistance.
  • Attended safety training meetings to learn procedures for handling medical and fire emergency calls

Education

High School Diploma -

Adult High School
Ottawa, ON
2003

Skills

  • Over 15 years experience in customer service, sale, and office support
  • Excellent interpersonal skills, ability to work well with others
  • Decision-Making
  • Data Entry
  • Multitasking Abilities
  • Excellent verbal and written communication skills
  • Dependable and Responsible
  • Accustomed to working in fast paced environments with ability to think quickly and successfully handle all types of challenges
  • MS Office
  • Self-Motivated
  • Analytical and Critical Thinking
  • Call center operations

Timeline

Contact Center – Multiple Functions Over 10 Yrs

ROGERS Communications
06.2008 - 09.2018

Contact Center – Multiple Functions Over 5 Yrs

Bell Sympatico
06.2002 - 05.2007

Operator Services

Bell Canada
01.2001 - 01.2002

High School Diploma -

Adult High School

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Holly Boulter Laurin