Summary
Overview
Work History
Skills
Languages
Accomplishments
Timeline
BusinessAnalyst
Jennie Gillies

Jennie Gillies

Care Support - Representative
Oromocto,Canada

Summary

Client Care Specialist with over six years of experience supporting customer satisfaction and operational efficiency. Skilled in teamwork, multi-tasking, and data recording, this professional contributes to creating effective client care strategies. Past supervisory experience at Little Caesars Pizza further highlights their leadership and organizational capabilities, enabling seamless collaboration within diverse teams.

Overview

9
9
years of professional experience

Work History

Care Support

Kindred Home Care-New Brunswick
Remote, NEW BRUNSWICK
11.2022 - Current
  • Handled over 50 calls daily while providing assistance to callers with a wide range of inquiries and issues through critical thinking and problem solving skills
  • Coordinated schedules, sending out to hundreds of employees
  • Conducted check-in-calls with clients and caregivers to ensure smooth operation of service
  • Performed wellness checks when necessary and contacted hospital emergency room as required
  • Managed multiple employee absences each day, rescheduling client visits and keeping clients and their families informed of any staffing changes
  • Assisted clients and caregivers with scheduling adjustments, collaborating with staff to identify optimal solutions
  • Developed strong relationships with colleagues and clients, demonstrating effective communication and interpersonal skills and reprioritized tasks as necessary to meet emerging needs

Client Care Representative

HGS Canada
Remote, NEW BRUNSWICK
11.2019 - 11.2022
  • Consistently upsold relevant products and services, ensuring customers received the best deals based on their individual preferences and usage patterns.
  • Ranked among the top 5 out of 400 representatives in a high-performance call center, consistently exceeding performance metrics and delivering exceptional results."
  • Provided exceptional customer service by identifying clients’ needs and offering tailored solutions in a fast-paced telecommunications call center.
  • Thoroughly documented key details and offers for each account, ensuring seamless communication between customers and team members.
  • Leveraged in-depth company knowledge to train and mentor new employees, ensuring a smooth onboarding process and fostering a high level of team performance.
  • Provided courteous and empathetic customer service, effectively de-escalating challenging situations while offering support to customers navigating difficult experiences

Supervisor/Manager

Little Caesars
FREDERICTON, NEW BRUNSWICK
06.2016 - 05.2019
  • Managed store operations, including opening and closing procedures.
  • Processed financial transactions through register setup and money drops.
  • Prepared food and beverage orders to meet customer demands.
  • Created dough and pizzas, ensuring quality standards were met.
  • Delivered exceptional customer service, enhancing overall satisfaction.
  • Resolved complaints promptly, ensuring positive customer experiences

Skills

  • Microsoft office trained
  • Records Management
  • Professional Under Pressure
  • Confidentiality
  • Upbeat and positive personality
  • Account Analysis
  • Scheduling (three years)
  • Computer skills
  • Communication skills
  • Empathetic
  • Team-Oriented
  • Data entry
  • Problem Resolution
  • Salesforce
  • Employee training

Languages

English - Fluent, French - Beginner

Accomplishments

  • Top ranking call center stats.

Timeline

Care Support

Kindred Home Care-New Brunswick
11.2022 - Current

Client Care Representative

HGS Canada
11.2019 - 11.2022

Supervisor/Manager

Little Caesars
06.2016 - 05.2019

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Jennie GilliesCare Support - Representative