John Perry
Cornwall
Summary
Dynamic professional with a proven track record in customer service and problem-solving, honed at TTEC and SYKES. Expert in teamwork, collaboration, and Microsoft Office, consistently enhancing customer satisfaction and loyalty. Achieved significant improvements in team performance and service delivery through effective leadership and training at RadioShack/The Source.
Overview
31
31
years of professional experience
Work History
Help Desk Support Specialist
TTEC
09.2017 - Current
- Handled multiple accounts to ensure timely communication and issue resolution.
- Informed agents of policies and procedures.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across the team.
- Prioritized urgent requests efficiently while managing multiple tickets simultaneously under tight deadlines.
- Collaborated with team members to develop comprehensive solutions for complex problems.
- Responded to inquiries by phone and email
- Logged activities in tracking system to maintain accurate, timely records.
Customer Service Representative
SYKES
04.2013 - 03.2017
- 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.
- Enhanced customer loyalty by offering personalized solutions tailored to individual needs.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
Manager
RadioShack/The Source
04.1994 - 06.2013
- Conducted performance evaluations to identify areas for employee
- Managed and motivated employees to be productive and engaged in work.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Education
Masters - Psychology
North Central University
Cornwall, ON02.2017
Skills
- Teamwork and collaboration
- Customer service
- Time management
- Attention to detail
- Problem-solving abilities
- Microsoft windows and office
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Active listening
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Friendly and patient
- Customer service expert
- Customer communication and empathy
- Tracking and documentation
Languages
English
Professional Working
Timeline
Help Desk Support Specialist
TTEC
09.2017 - Current
Customer Service Representative
SYKES
04.2013 - 03.2017
Manager
RadioShack/The Source
04.1994 - 06.2013
Masters - Psychology
North Central University
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