Summary
Overview
Work History
Education
Skills
Timeline
Generic

Jennifer Drury

Courtice,ON

Summary

Dynamic customer service professional with a proven track record at Service Ontario, adept at resolving conflicts and enhancing client loyalty. Skilled in critical thinking and data entry, I effectively managed high-stress situations, leading to improved efficiency and customer satisfaction. Committed to mentoring colleagues and implementing preventive measures for long-term success.

Overview

11
11
years of professional experience

Work History

Customer Service Representative

Service Ontario
Bowmanville, ON
02.2018 - 06.2023
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Provided ongoing support to team members through mentoring, coaching, and skill development sessions.

Resolution Specialist

Rogers Communications
Pickering, ON
04.2014 - 02.2017
  • Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
  • Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
  • Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
  • Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
  • Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.

Accident Benefits Adjuster

Aviva Insurance
Toronto, ON
08.2012 - 03.2015
  • Participated in ongoing training sessions to stay current on industry trends and best practices.
  • Increased accuracy in benefit calculations by refining data analysis techniques.
  • Conducted thorough investigations of accident scenes, gathering necessary evidence and information to support claims decisions.
  • Contributed to company-wide initiatives aimed at improving adjuster productivity, sharing best practices with colleagues across departments.
  • Managed high caseloads effectively, prioritizing cases based on urgency and complexity while maintaining attention to detail.

Education

Bachelor of Arts -

Trent University
Peterborough
04-2020

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Complaint resolution
  • Microsoft Office Suite
  • Staff training

Timeline

Customer Service Representative

Service Ontario
02.2018 - 06.2023

Resolution Specialist

Rogers Communications
04.2014 - 02.2017

Accident Benefits Adjuster

Aviva Insurance
08.2012 - 03.2015

Bachelor of Arts -

Trent University
Jennifer Drury