Kaitlin Dorey
Louisbourg,NS
Summary
• Seeking a full time position
• Able to work a flexible schedule
• Excellent communicator in English and French
• Energetic and eager to learn
Overview
7
7
years of professional experience
Work History
Bilingual Business Solutions Specialist
PODS Moving & Storage
Louisbourg, NS
04.2022 - 04.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Updated account information to maintain customer records.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Customer Service Professional
Manulife
Halifax, NS
11.2021 - 01.2022
- Assisted customers by answering questions and responding to inquiries.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Responded to customer calls and emails to answer questions about products and services.
- Collaborated closely with other departments to streamline operations and improve interdepartmental communication.
- Provided expert financial guidance to customers, helping them make informed decisions about banking products and services.
- Processed customer applications and approved loans in accordance with bank policy.
- Assisted customers with banking needs and inquiries.
- Tracked 401K eligibility and managed enrollment and administration of company retirement and financial benefits plans.
- Maintained strong relationships with third-party administrators, fostering seamless communication and coordination within the industry.
- Ensured timely and accurate processing of contribution changes, loan requests, and distribution transactions for clients'' accounts.
- Enhanced client satisfaction by providing comprehensive 401K plan information and addressing concerns promptly.
Bilingual Customer Care Advisor
Scotiabank
Halifax, NS
04.2020 - 01.2021
- Provided expert financial guidance to customers, helping them make informed decisions about banking products and services.
- Developed strong rapport with customers, earning their trust as their go-to bank representative for assistance on various financial matters.
- Maintained compliance with bank policies, conducting thorough verification of client information.
- Educated customers on features and benefits of banking products
- Investigated customer inquiries and resolved discrepancies in helpful and timely manner.
Bilingual Customer Service Representative
Bill Gosling Outsourcing
Montreal, QC
10.2019 - 01.2020
- Increased credit card sales by effectively presenting product features and benefits to potential customers.
- Implemented effective time management strategies to maximize daily productivity and achieve sales goals consistently.
- Provided excellent customer service by addressing customer concerns and inquiries promptly, improving overall customer experience.
- Exceeded monthly sales targets consistently by implementing innovative selling techniques and strategies.
- Contacted customers and prospects to generate new business to achieve company growth goals.
- Used CRM software to record customer interactions and track general sales activities for review and follow-up.
Bilingual Ambassador
Nestle
Toronto, ON
03.2018 - 05.2018
- Provided exceptional customer service, addressing concerns professionally and empathetically.
- Gained and maintained department product knowledge to facilitate customer service.
- Trained new staff in product knowledge and customer service protocols.
- Boosted customer retention by providing exceptional product support and addressing user concerns.
- Improved employee performance by designing and implementing effective training programs.
- Promoted a culture of continuous learning within the organization by advocating for ongoing professional development opportunities.
Bilingual Digital Engagement Lead Coordinator
Colour
Halifax, NS
07.2017 - 02.2018
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Enhanced customer satisfaction by responding promptly to inquiries and addressing concerns professionally.
- Coached employees through day-to-day work and complex problems.
- Maintained a high level of accuracy in all email correspondences, ensuring that customers received clear and concise information to address their inquiries effectively.
- Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.
- Managed a high volume of emails daily, prioritizing tasks to maintain productivity and efficiency.
- Supported the development of new team members by sharing best practices and providing guidance as needed.
- Successfully resolved escalated cases through active listening, empathy, and effective problem-solving techniques.
- Handled inbound customer chat conversations
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues through live chat support.
Education
Office Administration
NSCC
RemoteHigh School Equivalency Diploma
GED
Sydney, NS10.2022
Skills
- Organizational Development
- Staff Training and Development
- Performance Management
- Staff Development
- Brand Management
- Lead Generation
- Salesforce Management
- Customer Service
- Team Development
- Training and Development
- Employee Coaching and Mentoring
- Sales and Customer Service
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Bilingual Business Solutions Specialist
PODS Moving & Storage
04.2022 - 04.2024
Customer Service Professional
Manulife
11.2021 - 01.2022
Bilingual Customer Care Advisor
Scotiabank
04.2020 - 01.2021
Bilingual Customer Service Representative
Bill Gosling Outsourcing
10.2019 - 01.2020
Bilingual Ambassador
Nestle
03.2018 - 05.2018
Bilingual Digital Engagement Lead Coordinator
Colour
07.2017 - 02.2018
Office Administration
NSCC
High School Equivalency Diploma
GED