Jamie Kretzschmar
Ottawa,ON
Summary
Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Associate
CANImmunize
Ottawa, ON
04.2023 - 10.2024
- Collaborated with multiple agencies to resolve issues related to immunization bookings
- Aided customers on both the public and private side by utilizing Zendesk for communication through email, chat, and phones.
- Successfully handled diverse issues pertaining to the management and creation of vaccine booking pages.
- Supported CHEO's program to bring children's vaccinations up-to-date after Covid-19
- Engaged in direct partnership with the Government of Nova Scotia to facilitate Covid-19 appointments
- Implemented solutions based on troubleshooting and risk assessment.
- Resolved customer inquiries in a timely manner.
- Performed additional duties as assigned by management team.
Technical Support Representative
24-7 Intouch
Winnipeg, MB
09.2021 - 12.2022
- Diagnosed system errors and implemented solutions to resolve them.
- Met or exceeded all assigned objectives
- Applied strong problem-solving skills.
- Demonstrated positive attitude, empathy, patience and a sense of humor.
- Ensured compliance with company policies and procedures regarding technical support operations.
- Recommended upgrades or additional features that could enhance user experience.
- Resolved escalated customer service issues in a timely manner.
- Troubleshot customer inquiries related to software and hardware issues.
Customer Happiness Agent
Getaround
San Francisco, CA
01.2016 - 10.2019
- Delivered prompt responses to customer inquiries using Zendesk.
- Engaged in regular communication with customers to offer support and answer questions.
- Adapted to and solved novel challenges effectively
- Provide prompt responses to both email and phone inquiries, displaying excellent verbal and written communication.
- Collaborated with colleagues on multiple initiatives
- Consistently delivered results in fast-paced, high-pressure environments.
Customer Service Agent
Franchise Owners Hamilton Ltd
Ottawa, ON
01.2014 - 01.2017
- Provided exceptional customer service to ensure customer satisfaction.
- Handle a variety of customer issues and requests in an efficient and pleasurable manner.
- Provided product information to customers in a timely manner.
- Provided accurate information about products and services to customers.
- Maintained a high level of professionalism when dealing with difficult customers.
Customer Service Agent
On-Star - General Motors
Oshawa, ON
01.2006 - 01.2009
- Conducted assessments of emergencies and promptly dispatched when necessary.
- Managed billing inquiries and resolved customer concerns
- Facilitated resolution of customer conflicts.
- Developed effective working relationships with team members across multiple departments.
- Ensured timely resolution of customer complaints for increased satisfaction
- Participated in training sessions designed to improve knowledge base related to job functions.
- Assisted callers by providing pre-arrival instructions until help arrived at scene.
- Conducted multiple fire dispatch assignments across region.
Education
College Diploma - Medical Transcription
Algonquin College
Ottawa, ON01.2017
Aurora High School
Aurora, ON01.2003
Skills
- Customer Service
- Customer Relationship Management (CRM)
- Product Sales
- Clerical Support
- Office equipment proficiency
- Zendesk
- Jira
- Zoom
- Slack
- Talk Desk
- Text Expander
- Technical Support
- Software Troubleshooting
- Help Desk
- Desktop Support
- Network Support
- Databases
- Operating Systems
- Public speaking
- Volunteering
- Community & Social Services
- Complaint resolution
- Product Knowledge
- Data Entry
- Inbound and Outbound Calling
- Problem-solving abilities
- Professional telephone demeanor
- De-Escalation Techniques
Accomplishments
- Received multiple awards for outstanding customer service
- Solely responsible for supervising VIP customers at Getaround
- Successfully implemented new instructions and resources to improve efficiency in my field
Recognized as an Ontario Scholar for academic excellence - Co-founded the Ottawa Chapter of the Pulmonary Hypertension Association of Canada
Additionalinformation
Highly motivated team player with excellent organizational, communication, and interpersonal skills. Detail-oriented, quick learner, and skilled problem-solver. Able to work independently and under pressure. Trained and experienced in providing superb customer service. Proficient with Microsoft Office (Word, PowerPoint, Excel, Outlook) as well as enterprise software like Oracle, Slack, Flowdock, and Zendesk. Consistently punctual and reliable
Affiliations
- Volunteering
- Reading
- Walking My Dog
- Crafts
- Mentor
Certification
- Medical Transcription
- Dean's honors list
- Ontario Scholar
Languages
English
Professional
References
References available upon request.
Timeline
Customer Service Associate
CANImmunize
04.2023 - 10.2024
Technical Support Representative
24-7 Intouch
09.2021 - 12.2022
Customer Happiness Agent
Getaround
01.2016 - 10.2019
Customer Service Agent
Franchise Owners Hamilton Ltd
01.2014 - 01.2017
Customer Service Agent
On-Star - General Motors
01.2006 - 01.2009
College Diploma - Medical Transcription
Algonquin College
Aurora High School
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