Hugh Clarke
Brampton,ON
Summary
Accomplished Customer Service Representative and Transit Operator at Toronto Transit Commission, I excel in customer relations and problem-solving. Leveraging active listening and computer proficiency, I enhanced customer satisfaction and retention, and played a key role in team collaboration and training. My adaptability ensured high service standards, turning challenges into positive outcomes.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
16
16
years of professional experience
Work History
Customer Service Representative
Toronto Transit Commission
07.2009 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Participated in training programs to enhance product knowledge and customer service skills.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Improved resolution time with effective problem-solving for customer complaints.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
Transit Operator - Subway Trains
Toronto Transit Commission
07.2009 - Current
- Provided excellent customer service, addressing passenger inquiries and concerns in a professional manner.
- Contributed to a positive work environment by fostering teamwork among fellow Transit Operators and support staff.
- Enhanced safety standards by conducting regular vehicle inspections and maintenance checks.
- Communicated effectively with diverse populations through strong interpersonal skills and cultural sensitivity when interacting with passengers from varied backgrounds.
- Collaborated with dispatchers to receive route updates or report any delays affecting the transit schedule.
- Completed required paperwork, including timesheets, incident reports, and maintenance logs to ensure accurate recordkeeping.
- Acted as a positive representative of the transit company by maintaining a professional appearance and demeanor at all times while on duty.
- Prepared for emergencies by maintaining knowledge of emergency evacuation procedures and first-aid skills.
- Operated with safety and skill to avoid accidents and delays.
- Greeted customers with friendliness and professionalism, engaging in conversation to build rapport.
- Accepted and processed fares.
- Provided information about routes, destinations and timelines to inform passengers.
- Transported customers to and from all station along the specific routes
- Followed company policies and procedures and maintained compliance with standards.
- Reported vehicle issues and malfunctions to maintenance department to schedule repair and minimize downtime.
- Answered questions and addressed concerns from riders regarding fares and streetcar schedules.
- Drove and controlled rail-guided public transportation such as subways, elevated trains and electric-powered streetcars to transport passengers.
- Completed reports for each finished shift and noted all incidents, accidents and other pertinent information for supervisors.
- Moved riders to safety by directing emergency evacuation procedures during crisis situations.
Education
High School Diploma -
Vere Technical High
Clarendon Jamaica08-1982
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Computer proficiency
- Customer relations
- Time management
- Critical thinking
- Team collaboration
- Complaint resolution
Languages
English
Full Professional
Interests
- Gardening
- Enjoy hobbies that combine physical activity with outdoor exploration
- Camping
Timeline
Customer Service Representative
Toronto Transit Commission
07.2009 - Current
Transit Operator - Subway Trains
Toronto Transit Commission
07.2009 - Current
High School Diploma -
Vere Technical High
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