Isabel Boucher
Toronto,ON
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
28
28
years of professional experience
Work History
Customer Care Representative Inbound Loyalty
Rogers Communications
09.2017 - Current
- Provided exceptional customer support through effective communication and problem-solving skills.
- Documented customer interactions to ensure accurate record-keeping and follow-up actions.
- Responded to customer needs through competent customer service and prompt problem-solving, positive attitude and focus on customer satisfaction.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Identified and resolved discrepancies and errors in customer accounts.
- Educated customers about billing, payment processing and support policies and procedures.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
Collection Customer Service Representative
Gatestone & Co
04.2016 - 09.2017
- Managed outbound customer inquiries regarding account balances and payment options to enhance satisfaction.
- Resolved disputes effectively by researching account details and communicating solutions clearly.
- Monitored account statuses, ensuring timely updates to management on collection efforts and challenges faced.
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Negotiated settlements within approved guidelines while preserving positive customer relationships whenever possible.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
Bookkeeper
Charlton International Inc.
03.1998 - 10.2015
- Assisted in bank reconciliations to ensure consistency between statements and internal records.
- Maintained accurate records of all transactions, ensuring compliance with company policies and applicable regulations.
- Provided support during audits by organizing financial documentation and reports.
- Reviewed expense reports for accuracy, ensuring compliance with company policies.
- Maintained and processed invoices, deposits, and money logs.
- Monitored incoming payments from clients, ensuring prompt application of funds against outstanding invoices.
- Supported year-end closing procedures by preparing adjusting journal entries as needed.
- Completed tax forms in compliance with legal regulations.
- Maintained compliance with tax laws, ensuring timely filing of all required documents.
Education
BBA - Business Administration
Universidad Metropolitana
Caracas, Venezuela07.1986
Skills
- Strong proficiency in Rogers/ Fido products and services
- Excellent communication skills both written and verbal
- Core Competencies: Customer Service Orientation, Teamwork and Collaboration, Adaptability, Initiative
- Ability to work well in high pressure situations and negotiate effectively
- Self-motivated, work independently, take ownership of their decisions, and thrive with minimal supervision
- Team player with strong interpersonal skills and professional manner
- Ability to perform effectively and take initiative in a busy, fast changing environment with excellent organizational, analytical, and problem-solving skills
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Care Representative Inbound Loyalty
Rogers Communications
09.2017 - Current
Collection Customer Service Representative
Gatestone & Co
04.2016 - 09.2017
Bookkeeper
Charlton International Inc.
03.1998 - 10.2015
BBA - Business Administration
Universidad Metropolitana