Jermaine McLean
Etobicoke,ON
Summary
Accommodating call centre/customer support specialist with over 15 years experience, with documented history of exceeding customer and client expectations. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Expert at finding win-win solutions.
Overview
11
11
years of professional experience
Work History
Financial Associate
Experior Financial
Toronto, ON
03.2022 - Current
- Prepared detailed financial reports for clients regarding their current portfolios
- Monitored market trends to develop appropriate investment plans for clients
- Created presentations for prospective clients outlining services offered by the firm
- Negotiated terms with external vendors providing services related to client investments
- Put together personalized financial packages to meet consumer needs
- Delivers a diverse set of brokerage, investment, and insurance advise-based solutions to meet clients' needs.
Call Center Customer Service Specialist
Toronto Community Housing
Toronto, ON
03.2020 - Current
- Assist customers with placing orders, returning products, resolving billing issues and other customer service-related tasks
- Handles escalated customer complaints using problem solving skills to resolve difficult situations quickly and efficiently
- Utilized computer systems to accurately log customer interactions and tracked call resolution times for quality assurance purposes
- Handle an average of over 4000 calls weekly providing excellent customer service
- Recommends solutions based on an understanding of individual requirements
- Resolved customer inquiries, questions, and concerns
- Documents customer correspondence in CRM.
District Service Supervisor
UniFirst
Toronto, ON
12.2019 - 03.2020
- Managed and supervised a team of 10 route service representatives
- Increased customer retention though service and negotiating long term contracts
- Coordinated with vendors to ensure timely delivery of products and services
- Analyzed data from customer surveys to identify trends and opportunities
- Maintained up-to-date knowledge of industry best practices
- Established strong relationships with key stakeholders across the organization
- Negotiated contracts with vendors to secure favorable terms
- Pitched in to complete various duties during peak periods or employee absences
- Reviewed employee performance and provided ongoing feedback and coaching.
Driver/Professional Mover
Dymon Storage
Toronto, ON
06.2019 - 12.2019
- Delivered packages to customers in a timely and efficient manner
- Inspected vehicles for mechanical items and safety issues, ensuring they are in proper working condition
- Conducted pre-trip inspections
- Maintained accurate logs of vehicle inspections and repair status
- Checked loads to ensure that cargo was secure and distributed evenly
- Documented daily mileage, gas, and other data
- Communicated effectively with dispatchers regarding pick-ups and deliveries.
Client Account Manager
Continental Baking Company Limited
Kingston
11.2017 - 05.2019
- Developed and significantly grew territory by an additional 10% within first year
- Increased market share and brand loyalty by consistent sales achievement
- Sales achievement of over 110%
- Increase team sales by working with teammates and
- Negotiated contracts with vendors to secure the best prices
- Hit and exceeded department KPIs by 20% for 5 months in a row
- Used CRM database to track referral and appointment data
- Coached, developed, and motivated team to achieve revenue goals
- Prepared budgets and approved budget expenditures.
Business Development Representative
IGL Ltd (Industrial Gases Limited)
Kingston
02.2014 - 12.2017
- Received and processed customer orders for transportation services
- Monitored drivers' progress and updated customers on their shipment status
- Received or prepared work orders
- Assigned coordinate and schedule vehicles to drivers
- Researched alternate routes when necessary due to traffic or road conditions
- Provided support to drivers regarding directions, paperwork
- Generated reports for management review related to driver performance/delivery
- Investigated any customer complaints or issues relating to service levels or quality
- Planned, assigned, and directed over 20 fleet drivers and assistants to promote successful deliveries and excellent customer service
- Conducted comprehensive market research to uncover new business opportunities
- Proven record of increasing annual revenue from $4 million to $5 million weekly.
Transportation Dispatcher
IGL Ltd (Industrial Gases Limited)
Kingston
06.2013 - 02.2014
- Received and processed customer orders for transportation services
- Monitored drivers' progress and updated customers on their shipment status
- Received or prepared work orders
- Assigned coordinate and schedule vehicles to drivers
- Researched alternate routes when necessary due to traffic or road conditions
- Provided support to drivers regarding directions, paperwork
- Generated reports for management review related to driver performance/delivery
- Investigated any customer complaints or issues relating to service levels or quality.
Education
Bachelor of Arts in Business Administration (Management) -
Monroe College
01.2021
Certificate-Sales Management - Sales Management
University College of The Caribbean-TGL
Kingston12-2018
Diploma-Business Education -
Mico University
07.2007
Associate Degree-Business Studies -
Portmore Community College
07.2003
Skills
- Negotiations Through Active Listening
- Relationship Management
- Client Relationship Building
- Flexible, Organized, Efficient/Reliable
- Punctual and Dependable
- Ability to Communicate Effectively
- Provides Excellent Customer Service
- Evaluate Customer Service
- Proficiency in MS: Excel, Outlook, PowerPoint, Word
- Customer Service
- Quality Assurance
- Call Documentation Skills
- English Fluency
- Sales Expertise
- Call Controlling
References
References available upon request.
Timeline
Financial Associate
Experior Financial
03.2022 - Current
Call Center Customer Service Specialist
Toronto Community Housing
03.2020 - Current
District Service Supervisor
UniFirst
12.2019 - 03.2020
Driver/Professional Mover
Dymon Storage
06.2019 - 12.2019
Client Account Manager
Continental Baking Company Limited
11.2017 - 05.2019
Business Development Representative
IGL Ltd (Industrial Gases Limited)
02.2014 - 12.2017
Transportation Dispatcher
IGL Ltd (Industrial Gases Limited)
06.2013 - 02.2014
Bachelor of Arts in Business Administration (Management) -
Monroe College
Certificate-Sales Management - Sales Management
University College of The Caribbean-TGL
Diploma-Business Education -
Mico University
Associate Degree-Business Studies -
Portmore Community College
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