Jennifer Desjardins
Arnprior,ON
Summary
Driven Customer Support Representative with over 32 years of experience. Problem solver promoting customer satisfaction by resolving concerns and answering questions. Friendly personality improves customer retention and team building. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
32
32
years of professional experience
2
2
years of post-secondary education
Work History
Customer Support Representative
Scotiabank
Pembroke, ON
09.1991 - Current
- Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
- Contributed ideas and practical solutions to support process improvement efforts.
- Liaised with internal teams to resolve customer concerns, escalate issues and serve as company ambassador.
- Delivered exceptional customer service by prioritizing emergency issues and developing and employing workarounds to solve problems expeditiously.
- Documented customer interactions in computer system and assisted cross-functionally with billing and technical support to deliver high-quality customer service.
- Connected with customers to address questions and resolve issues through phone and email.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.
- Responded to customer inquiries and provided technical assistance over phone and in person.
Education
No - Computer Science
Heritage College
Gatineau, QC 08.1988 - 08.1990
Skills
Staff education and training
Customer service expert
Data recovery
Desktop support
Application support
Flexible and Adaptable
Decision-Making
Dependable and Responsible
Interpersonal Communication
Training and Development
MS Office
Active Listening
Timeline
Customer Support Representative
Scotiabank
09.1991 - Current
No - Computer Science
Heritage College
08.1988 - 08.1990