Summary
Overview
Work History
Education
Skills
Timeline
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Joshua Garay

Toronto,ON

Summary

Customer-focused professional with a successful 12-year career in the Customer Care and Data Analytics sector. Seeking a position to allow for both utilization and growth of skills.

Overview

12
12
years of professional experience

Work History

Senior Process Specialist

CIBC
09.2021 - Current
  • Handles all pertinent back office banking operations as they pertain to portfolio and account management.
  • Work for long periods of time handling inquiries from customers, shareholder and co-workers while maintaining accurate data input.
  • Communicates effectively and clearly in English, both in written and verbal forms, under stressful conditions.
  • Manipulates data with high degree of accuracy, thoroughness and strong attention to detail.
  • Exercises sound judgment and decision-making when dealing with customers, shareholders and co-workers.
  • Diligently handles confidential and personal information to ensure highest degree of security at all times.

SNR CUSTOMER CARE AND SALES SPECIALIST

IVY COMMERCIAL DOORS
04.2014 - Current
  • Serves as the liaison for various contractors and stakeholders with regards to the installation, repair and troubleshooting of commercial products and services.
  • Track, monitor, and manage call volume related to client inquiries and escalations to support competing demands and priorities.
  • Identifies and prioritizes critical tasks efficiently and effectively while working in a multitasking high pressure environment.
  • Maintains scheduling strategy to align outbound resources and personnel workload demands.
  • Applies skills in practical, stressful and real-time situations.
  • Use excellent interpersonal skills to work effectively independently and as a member of a team.
  • Complete all required backend reports as per legislative guidelines.

CUSTOMER CARE REPRESENTATIVE

ROGERS COMMUNICATIONS
10.2012 - 03.2018
  • Delegated customer inquiries to the correct service channels for resolution and managed team workload to coincide with service levels and peak-sales periods
  • Provided exceptional customer service by building rapport the customers, analyzing their needs and offering customized solutions.
  • Responded to customer inquires in a rapidly and constantly changing technological systems.
  • Handled all confidential customer information as per legislative guidelines.
  • Appropriately triaged customer complaints and inquiries to provide the best service while minimizing wait times.
  • Served in a customer facing role with a cool and positive demeanor, even in the face of adversity.

Education

Ontario College Diploma - Chemical Laboratory Technician

Seneca College of Applied Arts And Technology
North York, ON
08.2010

Skills

  • Over 12 years' experience in customer service, operations, and data analytics within various fields
  • Thorough and results driven individual with a strong ability to analyze and interpret datasets to support and inform business decisions and drive performance through data insights
  • Proven ability to implement innovative solutions driving operational efficiencies, revenue generation and customer loyalty
  • Strong ability to develop valuable internal and external relationships with senior management and business partners
  • Excels in cross-functional team environments with strong 360 communication and writing skills
  • Data gathering, imputing and protection
  • High volume customer service environments
  • Self motivated and energetic
  • Ability to multitask in a fast paced environment with high degree of dexterity
  • Maintains professional and energetic attitude in highly stressful environments
  • Works well independently while an integral part of a larger team

Timeline

Senior Process Specialist

CIBC
09.2021 - Current

SNR CUSTOMER CARE AND SALES SPECIALIST

IVY COMMERCIAL DOORS
04.2014 - Current

CUSTOMER CARE REPRESENTATIVE

ROGERS COMMUNICATIONS
10.2012 - 03.2018

Ontario College Diploma - Chemical Laboratory Technician

Seneca College of Applied Arts And Technology

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Joshua Garay