Ivy Bantawig
Edmonton,Alberta
Summary
Dynamic business owner with a proven track record at Telus Communications, excelling in customer service and relationship building. Expert in financial management and inventory tracking, I consistently enhanced customer satisfaction and loyalty through personalized support and innovative solutions, driving revenue growth and fostering a positive company culture.
Overview
14
14
years of professional experience
Work History
Business Owner
2338849 Alberta Ltd
06.2023 - Current
- Established strong customer relationships through excellent communication and attentive service.
- Strengthened company reputation by consistently meeting or exceeding customer expectations in terms of quality products/services offered.
- Consulted with customers to assess needs and propose optimal solutions.
- Managed financial operations to ensure fiscal responsibility, including budgeting, forecasting, and financial reporting.
- Trained and motivated employees to perform daily business functions.
- Fostered positive company culture, attracting and retaining top talent through motivational leadership.
- Increased customer satisfaction with personalized service offerings, addressing specific needs and preferences.
- Launched series of successful new products, conducting market research and adjusting offerings based on feedback.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Ensured compliance with all relevant regulations by staying current on industry requirements and implementing necessary changes in operations.
- Boosted revenue by identifying new business opportunities and diversifying product offerings.
Technical Support Representative
Telus Communications
11.2011 - 06.2023
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Used ticketing systems to manage and process support actions and requests.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
- Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
- Improved customer satisfaction scores with personalized technical support and follow-up.
- Enhanced customer loyalty with prompt and effective resolution of technical issues.
- Solved complex technical issues for clients, leading to significant decrease in repeat support calls.
- Diagnosed and troubleshot hardware, software and network issues.
Customer Care Representative IV
Telus Communications
11.2011 - 06.2023
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Maintained a high level of product knowledge to provide accurate information and support to customers.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Contributed to team success, consistently achieving call center performance metrics.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Developed effective time management strategies to efficiently handle multiple tasks simultaneously without compromising quality.
- Delivered comprehensive product support, assisting customers with troubleshooting and usage guidance.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Education
Bachelor of Science - Management Information Systems
Philippine School of Business Administration
Quezon City PhilippinesSkills
- Customer service
- Customer relations
- Attention to detail
- Driven and determined
- Relationship building
- Purchasing and planning
- Quality assurance
- Financial management
- Scheduling
- Inventory tracking and management
- Proficient in POS
Languages
English
Full Professional
Tagalog
Native or Bilingual
Timeline
Business Owner
2338849 Alberta Ltd
06.2023 - Current
Technical Support Representative
Telus Communications
11.2011 - 06.2023
Customer Care Representative IV
Telus Communications
11.2011 - 06.2023
Bachelor of Science - Management Information Systems
Philippine School of Business Administration
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