Janelle Phipps
Hamilton,ON
Summary
Highly skilled customer service professional with over 10 years of experience in fast-paced environments, including high call volume settings. Adept at delivering superior customer service, effective communication, and timely problem-solving. Proven ability to handle difficult client interactions with tact, diplomacy, and sound judgment. Experienced in managing workloads, prioritizing tasks, and maintaining accuracy in high-pressure situations. Proficient in Microsoft Word, Outlook, Excel, and other customer service tools, with a strong foundation in data analysis and billing systems.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
TMF Lou's Kitchen ( Contract)
11.2023 - 05.2024
- Managed high call and email volumes, providing timely and accurate resolutions to customer inquiries.
- Coordinated with production and logistics teams to resolve complex issues, enhancing customer satisfaction.
- Delivered superior customer service by addressing complex issues with professionalism and tact.
E-commerce Customer Service
CTG Brands Inc.
10.2020 - 10.2023
- Utilized Excel and proprietary tools to track order trends, analyze data, and identify areas for process improvement.
- Reviewed and interpreted customer data to provide insights, enabling more accurate and efficient billing processes.
- Prepared detailed reports on customer interactions and issue resolution outcomes, contributing to workflow optimization.
Sales Support Specialist
CIOT
04.2019 - 01.2020
- Assisted sales teams with customized quotes and product recommendations, driving client retention.
- Resolved inventory and shipping discrepancies, ensuring client orders were fulfilled on time.
- Acted as a liaison between clients and internal departments, fostering smooth communication.
Service Coordinator
Peak Installations
06.2017 - 11.2018
- Scheduled and dispatched 15 technicians efficiently, meeting tight deadlines while addressing customer concerns.
- Maintained accurate records of service activities, enabling seamless follow-ups and reporting.
- Played a key role in resolving escalated service issues, turning negative experiences into positive outcomes.
Sales Support Specialist
DHL Global Forwarding
01.2014 - 04.2017
- Ensured accurate documentation for customer pricing and Standard Operating Procedures (SOPs) using SAP and Excel.
- Assisted in preparing reports and proposals by organizing and verifying client data, contributing to successful RFP submissions.
- Maintained detailed customer records in CRM tools, supporting seamless account management and efficient service delivery.
Customer Service Representative
DHL Express Canada Corporate Office
08.2007 - 01.2014
- Provided first-line support for customer inquiries across phone and email, ensuring swift and accurate resolutions.
- Coordinated with production and logistics teams to resolve complex issues, enhancing customer satisfaction.
- Tracked and reported emerging customer trends to management, contributing to service improvements.
Education
Bachelor Of Arts - Linguistics
York University
Toronto, ONSkills
High Call Volume Customer Service & Problem Solving
Conflict Resolution with Tact and Diplomacy
Data Analysis & Billing System Proficiency
Organized, Multi-tasking & Prioritization Skills
Proficient in Microsoft Word, Outlook, Excel, and CRM Tools
Adaptability in High-Pressure Environments
Quick Learner of New Tools and Processes
Timeline
Customer Service Representative
TMF Lou's Kitchen ( Contract)
11.2023 - 05.2024
E-commerce Customer Service
CTG Brands Inc.
10.2020 - 10.2023
Sales Support Specialist
CIOT
04.2019 - 01.2020
Service Coordinator
Peak Installations
06.2017 - 11.2018
Sales Support Specialist
DHL Global Forwarding
01.2014 - 04.2017
Customer Service Representative
DHL Express Canada Corporate Office
08.2007 - 01.2014
Bachelor Of Arts - Linguistics
York University
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