Jerrica Entwistle
Bowmanville,ON
Summary
Enthusiastic, fast learner skilled in customer service dealing with difficult people. Recognized for providing a therapeutic approach to de-escalate problem behaviors. Known for adapting to various work settings and providing a quality performance. Also, recognized as a supportive, hardworking, and reliable team member by colleagues.
Overview
12
12
years of professional experience
Work History
Customer Service Consultant - Customer Relations
Rogers Communication Inc
02.2013 - Current
- Responsibilities included; Right size our customers based on their individual needs and promote appropriate products and services as necessary
- Strong negotiation and communication skills in effort to maintain customer loyalty.
- Complete accurate transactions in multiple different systems with sense of urgency and eye for detail.
- Take accountability to solve customer issues from beginning to end.
- Exceeded performance targets consistently by maintaining strong call/chat control and calm in stressful situations.
- Gained in-depth understanding of company products, systems and policies to give customers expert support.
- Communicated with management about trends in customer calls to help team efficiency and success.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated account information to maintain customer records.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Met customer call/chat guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Educated customers about billing, payment processing and support policies and procedures.
- Assisted with both Voice and Chat support.
Sportsnet+ (Project)
Rogers Communications
08.2023 - 07.2024
- Open the queue at the beginning of the day and make sure we have enough staff working.
- Update the team with important daily sporting updates and the sport schedule for the day.
- Log and track the technical issues and escalate to the appropriate teams if needed.
- Assisted customers with their Sportsnet+ subscription, billing, and cancellation request via chat and email.
- Completed technical trouble shooting within the app.
- Educating customers on all packages offered to make sure their needs are being met.
In-Charge Manager (2 Month Project)
Rogers Communications
06.2023 - 08.2023
- Manage a team of 24 customer service representatives.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Gathered stats on multiple different metrics and delivered them to agents.
- Completed daily chat observations
- Completed weekly coaching sessions as well as monthly team culture days.
- Coached towards specific business needs and scorecard metrics to drive results
- Fostered a culture of inclusion and diversity within a virtual setting.
- Celebrated team success through emails, recognition in our team group chat, as well as sending out high fives.
Training Facilitator (Project)
Rogers Communications
01.2023 - 08.2023
- Documented class attendance and participation and provided feedback to management.
- Incorporated real-world examples into course materials to provide employees with practical applications of theoretical concepts.
- Assessed skill gaps for employees and developed training courses to meet identified needs.
- Trained new Customer Service Representative on company policies, best practices as well as train them on the multiple systems we operate on a daily basis.
- Specialized in Digital Communications with cross training to Customer Care Support Live Chat services.
- Developed leadership skills through the roles of Co-Piloting, Fitness Camps, and In-Charge management assignments.
Education
Some College (No Degree) - Police Foundation
Centennial College
ScarboroughSkills
- Multitasking Abilities
- Good Telephone Etiquette
- Clerical Support
- Call Center Experience/ Customer Relations
- Management and Training Experience
- Decision Making
- Active Listening
- De-escalating Techniques
- Highly motivated and flexible to changing work environments
- Efficient time management and organizational skills
- Strong Microsoft Office skills
References
References available on request
Timeline
Sportsnet+ (Project)
Rogers Communications
08.2023 - 07.2024
In-Charge Manager (2 Month Project)
Rogers Communications
06.2023 - 08.2023
Training Facilitator (Project)
Rogers Communications
01.2023 - 08.2023
Customer Service Consultant - Customer Relations
Rogers Communication Inc
02.2013 - Current
Some College (No Degree) - Police Foundation
Centennial College
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