Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

JULIE THORN

Kingston,ON

Summary

Dynamic customer service professional with a proven track record at Instacart, recognized for achieving a five-star rating for exceptional service. Skilled in problem-solving and time management, I excel in fast-paced environments, fostering strong client relationships and ensuring satisfaction through effective communication and attention to detail.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Delivery Courier

Instacart
01.2022 - Current
  • Report delivery and customer service issues to management.
  • Review orders for accuracy, ensuring payments are received and processed.
  • Greet recipients, load/unload, deliver packages and acquire proper signatures for all deliveries.
  • Ensure safe transportation of packages with careful handling and secure storage methods.
  • Five-star rating from customers for three consecutive years for punctuality, friendliness, and quality service.
  • Establishing lasting relationships with customers by delivering packages on time, interacting professionally, and responding promptly to questions.
  • Follow company policies and procedures during shift.

Conference Operator/Account Specialist

Intrado (formerly West Communications)
10.2015 - 12.2019
  • Setup and ran incoming conference calls for numerous clients; obtained, entered and verified requested information.
  • Answered questions, resolved issues and adhered to special scripts, policies and procedures and quality standards.
  • Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
  • Went over script(s), introduction of client, Q&A sessions and/or polls and updated existing profiles with latest information.
  • Was responsible for F500 B2B clients by responding to inquiries via phone or email in a fast-paced environment.
  • Participated in regular performance reviews to assess progress against goals set forth at the beginning of each quarter.
  • Developed long-lasting professional relationships with clients, generating repeat business and referrals.

Customer Service Representative/Technical Support

StarTek
2014-2015
01.2005 - 04.2010
  • Informed customers about goods and services.
  • Completed, processed and maintained applicable paperwork and records.
  • Handled customer complaints and provided alternatives and/or solutions to ensure resolution of complaints.
  • Addressed customers regarding service, billing, equipment, features, activations, changes to mobile devices and any technical issues. (Tier2 level support)
  • Made product recommendations or services to customers based on their needs and preferences.
  • Assisted customers in placing orders, fulfilling refunds and handling exchanges.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Guest Service Agent

Motel 6
04.2010 - 12.2012
  • Monitored system for new reservations and scheduled arrivals, completed night audit duties on scheduled shift and completed courtesy calls to all new arrivals
  • Pre-booked up to 75 rooms daily for arriving guests while managing and assisting up to 10 housekeeping staff.
  • Handled cash transactions accurately, balancing daily reports at the end of each shift.
  • Assisted guests with reservations, modifications, and cancellations to meet their travel needs.
  • Responded to incoming guests telephone calls and email inquiries, managed group bookings and meeting room.
  • Collected room deposits, fees, and payments.
  • Communicated problems regarding guest rooms to housekeeping services and maintenance personnel.

Education

High School Diploma -

Gananoque Secondary School
Gananoque, ON

Skills

  • Customer Service
  • Salesforce
  • CRM
  • Slack
  • Zoom
  • Google
  • Microsoft
  • WebEx
  • Time Management
  • Budgeting and Organization
  • Attention to Detail
  • Ability to Work Under Pressure
  • Quality Assurance
  • Vehicle Maintenance
  • Valid Driver's License
  • Call Center Experience
  • Technical Support
  • Problem Solving
  • Voice Talent

Certification

Smart Serve

Timeline

Delivery Courier

Instacart
01.2022 - Current

Conference Operator/Account Specialist

Intrado (formerly West Communications)
10.2015 - 12.2019

Guest Service Agent

Motel 6
04.2010 - 12.2012

Customer Service Representative/Technical Support

StarTek
01.2005 - 04.2010

High School Diploma -

Gananoque Secondary School

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JULIE THORN