Kaitlin Dorey
Louisbourg,NS
Summary
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Online Sales Specialist
Keltic Group
03.2025 - Current
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries and concerns.
- Trained new hires on company policies along with selling techniques specific to our products, ensuring consistent sales team performance.
- Generated detailed sales reports to track performance metrics over time, informing future strategy adjustments as necessary.
- Increased repeat customers through personalized follow-up communications and targeted promotions.
- Regularly updated product inventory, ensuring availability of best-selling items for prompt customer delivery.
- Streamlined the order fulfillment process, reducing overall shipping times while maintaining accuracy levels.
Bilingual Customer Service Specialist
PODS
04.2022 - Current
- Developed relationships with customers to ensure their satisfaction.
- Utilized troubleshooting techniques to identify root cause of customer issues.
- Performed data entry into the CRM system to accurately document customer interactions.
- Assisted customers in English and French with inquiries and requests, providing accurate information.
- Resolved customer complaints in a timely manner, escalating issues when necessary.
- Maintained up-to-date knowledge of company products and services.
- Adhered strictly to confidentiality requirements when handling sensitive data.
- Met or exceeded sales goals by consistently promoting relevant items to callers.
Customer Service Professional
Manulife
11.2021 - 01.2022
- Greeted customers and provided prompt, courteous service
- Listened to customer inquiries and responded with appropriate solutions.
- Resolved customer complaints in a timely fashion.
- Ensured customer satisfaction through follow-up communications.
- Developed strong relationships with customers by providing personalized attention and care.
- Collaborated with other departments to resolve customer inquiries quickly and effectively.
- Provided financial information to callers regarding their 401 K accounts
- Handled over 60 calls per day
- Worked in a very fast paced environment
Bilingual Customer Care Advisor
Scotiabank
04.2020 - 01.2021
- Answered inbound customer calls, responding to inquiries and resolving complaints in a professional manner.
- Collaborated with various departments to resolve complex customer issues.
- Performed data entry tasks accurately and efficiently into the company database.
- Developed strong relationships with customers through active listening and communication skills.
- Responded to customer inquiries to drive highest level of customer service and develop and continually enhance relationships.
- Answered more than 50 inbound calls from customers daily.
Bilingual Financial Service Representative
Bill Gosling Outsourcing
10.2019 - 01.2020
- Placed outbound calls to 250+ businesses each day
- Greeted customers and responded to inquiries in a timely manner
- Provided customer service by answering product and service related questions.
- Displayed strong telephone etiquette
- Developed and maintained relationships with clients to increase sales revenue.
- Advised customers on best practices when using company products or services.
- Worked with fellow sales team members to achieve group targets.
- Created detailed lead profiles to ensure accurate data capture for further analysis.
- Responded quickly to customer inquiries and provided effective solutions in a timely manner.
- Performed cold calls and emails to prospective customers, introducing our services and products.
- Built relationships with prospects by understanding their needs, providing helpful advice, and following up regularly on progress made towards goals.
Ambassador
Nestlé
03.2018 - 05.2018
- Answered incoming customer inquiries regarding product and service information.
- Provided assistance to customers in navigating website, placing orders, and resolving complaints.
- Assisted customers with account maintenance such as resetting passwords and updating contact information.
- Maintained a high level of professionalism while interacting with customers via phone or email.
- Researched complex issues raised by customers, identified solutions, and provided timely responses.
- Collaborated with colleagues from other departments in order to resolve customer concerns quickly.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Trained new hires on products and services, best practices and protocols to reduce process gaps.
Bilingual Digital Engagement Lead Colour
Colour
07.2017 - 02.2018
- Trained new customer service representatives on company policies and procedures.
- Developed strategies for improving customer service processes by analyzing trends in call center data.
- Identified opportunities for process improvement initiatives that enhance efficiency and improve overall customer experience.
- Collaborated with cross-functional teams to identify root causes of issues faced by customers during their interactions with us.
- Facilitated internal knowledge sharing sessions for team members to ensure consistency in providing quality services across all channels of communication with customers.
- Coached team members on various aspects related to their roles such as soft skills training, sales techniques.
- Conducted regular meetings with team members to provide updates about changes in organizational structure or policy changes.
- Upheld high standards of customer services by responding to inquiries, needs and problems.
- Maintained and exceeded performance and quality standards, meeting customer support objectives.
Corporate Quality Coordinator
Blue Ocean Contact Centers
07.2016 - 06.2017
- Implemented corrective action plans for process improvement initiatives based on audit findings.
- Developed quality assurance processes and procedures
- Created reports summarizing key findings, investigations, audits and other activities related to quality assurance
- Ensured all necessary documentation is completed accurately according to company policies and procedures.
- Participated in regular meetings with management staff members providing updates on current projects, trends in the industry.
- Recommended improvements to systems and procedures for increased productivity.
- Collaborated with other team members to perform internal QA audits.
- Implemented internal auditing practices to create standards and statutory obligation compliance reports.
- Maintained policy, procedures, work instructions and projects for quality and continuous improvement agendas.
Project Coach/ Supervisor
Blue Ocean Contact Centers
06.2014 - 07.2016
- Coached team members on best practices related to project management processes.
- Monitored progress of projects against established goals and objectives.
- Facilitated meetings with stakeholders to discuss project objectives and timelines.
- Collaborated with internal departments to ensure successful implementation of projects.
- Resolved conflicts among team members while maintaining positive relationships.
- Developed training materials for new employees on project management tools.
- Evaluated performance metrics related to overall success of projects.
- Worked closely with senior leadership to establish long-term strategic plans.
- Supported onboarding of new employees by supplying key job information, organizational policies, job duties and employment benefits.
- Assisted project managers by identifying gaps and establishing best practices for existing and upcoming project initiatives.
Bilingual Customer Service Agent
Blue Ocean Contact Centers
11.2013 - 06.2014
- Assisted customers with inquiries regarding products and services, troubleshooting technical issues, and resolving complaints.
- Conducted data entry of customer information into the customer relationship management system.
- Built strong relationships with customers by providing timely responses to their inquiries or concerns.
- Utilized active listening skills to understand customer needs, identify root causes of problems, provide solutions, and follow up on results.
- Processed orders accurately and efficiently according to established guidelines.
- Coordinated with other departments to ensure accurate resolution of customer issues or inquiries in a timely manner.
- Stayed current on changes in products and services offerings as well as industry news affecting our customers.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
Receptionist
Cascades Day Spa
07.2012 - 11.2013
- Greeted visitors and provided them with assistance.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Scheduled appointments for clients, customers, and other visitors.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Performed data entry tasks into various computer systems accurately and promptly.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
Spa Attendant
Cascades Day Spa
01.2012 - 07.2012
- Performed general cleaning duties such as vacuuming, dusting and sanitizing surfaces in the spa area.
- Maintained a professional appearance at all times while on duty.
- Assisted massage therapists with setting up treatment rooms before each appointment.
- Restocked supplies such as lotions, creams, oils and candles after each use.
- Conducted regular checks on temperature levels within hot tubs, pools, steam rooms to ensure safety standards were met.
- Adhered to safety procedures when handling hazardous materials such as chemicals used for cleaning purposes.
- Restocked supplies for spa treatments, performed sanitizing procedures on reusable tools and brought out fresh linens.
- Collected soiled linens from treatment rooms and restocked closets and bathrooms.
- Assisted spa technicians with room set-up.
- Built relationships with members and guests and created welcoming and warm environment that promoted future visits.
- Understood and communicated facility rules and standards and monitored guest activities to verify compliance.
- Reported required maintenance or repairs to management and maintained supply inventory.
Education
Office Administration
Nova Scotia Community College
GED -
Nova Scotia Community College
2022
Skills
- Sales strategies
- Brand awareness
- Salesforce
- Cold calling
- Teamwork
- Customer service
- Attention to detail
Languages
English
Full Professional
French
Full Professional
Education and Training
true
Certification
• First Aid / CPR
• Substance Abuse Prevention In the Workplace
• Fire Safety Training
• Skid Steer Awareness Training
• Occupational Health & Safety
• WHIMIS
Timeline
Online Sales Specialist
Keltic Group
03.2025 - Current
Bilingual Customer Service Specialist
PODS
04.2022 - Current
Customer Service Professional
Manulife
11.2021 - 01.2022
Bilingual Customer Care Advisor
Scotiabank
04.2020 - 01.2021
Bilingual Financial Service Representative
Bill Gosling Outsourcing
10.2019 - 01.2020
Ambassador
Nestlé
03.2018 - 05.2018
Bilingual Digital Engagement Lead Colour
Colour
07.2017 - 02.2018
Corporate Quality Coordinator
Blue Ocean Contact Centers
07.2016 - 06.2017
Project Coach/ Supervisor
Blue Ocean Contact Centers
06.2014 - 07.2016
Bilingual Customer Service Agent
Blue Ocean Contact Centers
11.2013 - 06.2014
Receptionist
Cascades Day Spa
07.2012 - 11.2013
Spa Attendant
Cascades Day Spa
01.2012 - 07.2012
Office Administration
Nova Scotia Community College
GED -
Nova Scotia Community College
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