Justin Gillies
Saint John,NB
Summary
A driven Customer Service Supervisor known for being an enthusiastic team player and providing exceptional customer service. Specialized in engaging and building lasting relationships with customers, clients, and team members with a storyteller approach.
Overview
10
10
years of professional experience
Work History
Customer Service Supervisor/Returns Coordinator
Marathon Watch Company
Vaughan, Ontario
04.2021 - 09.2024
- Led both the North America and EU customer service teams and created a set of standards for providing a professional and timely experience for the customer.
- Implemented departmental policies and standards in conjunction with other teams to streamline internal processes for shipping, returns, and product launches/sales.
- Handled product return request logs, return feedback, customer refunds, and inventory management while maintaining customer and authorized dealer satisfaction.
- Managed shipping courier and chargeback claims on behalf of the company, our authorized dealers, and our customers when needed.
- Provided morale-boosting initiatives among departments, such as the creation of the Culture Team and leading interdepartmental meetings.
Gaming Chat/ Voice Specialist
Sutherland Global
Toronto, ON
09.2020 - 03.2021
- Provided technical and customer support for consumers of a major video game client.
- Able to adapt and move between chat and phone support, as needed by the client, while maintaining a high standard of service on each.
- Maintained detailed logs of customer interactions to be reviewed by team leads and the client.
Customer Experience Agent
MAP Communications
Toronto, Ontario
06.2016 - 09.2020
- Provided technical support via phone, email, and chats for various clients (including non-profit charities).
- Ran, coached, and supported agent training sessions for various inbound and outbound accounts.
- Assisted Team Leads with various support and administrative tasks, including leading overnight shifts.
- Member of the Corporate Culture Ambassador Committee.
Customer Service Representative
Miratel Solutions
Toronto, Ontario
02.2015 - 06.2016
- Informed previous charity supporters about upcoming lottery prizes and deadlines in an upbeat and personal manner.
- Provided customer support and processed orders for various charity lotteries and non-profit organizations.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Education
Certificate - Marketing
Humber Institute of Technology And Advanced Learning
Toronto, ON05-2010
Skills
- Proficient in Google Suites
- Proficient in Zendesk and Salesforce
- Proficient in Shopify, Paypal, Affirm, and Amazon Business Portals
- Customer Relationship Management (CRM)
- Handling Escalations
- Leading Team Meetings
Timeline
Customer Service Supervisor/Returns Coordinator
Marathon Watch Company
04.2021 - 09.2024
Gaming Chat/ Voice Specialist
Sutherland Global
09.2020 - 03.2021
Customer Experience Agent
MAP Communications
06.2016 - 09.2020
Customer Service Representative
Miratel Solutions
02.2015 - 06.2016
Certificate - Marketing
Humber Institute of Technology And Advanced Learning
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