Kalvine Wasstrom
Prince George,BC
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
15
15
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
TELUS COMMUNICATIONS
07.2010 - 11.2023
- Responsibilities included resolving billing inquiries, technical issues, and service-related concerns with a focus on ensuring customer satisfaction
- I consistently demonstrated effective communication skills, empathy, and a thorough understanding of Telus products and services
- Additionally, I efficiently navigated internal systems to accurately document interactions and process transactions
- My commitment to delivering positive customer experiences, combined with a strong knowledge of Telus policies and procedures, contributed to maintaining high levels of customer satisfaction.
AEROLOGICAL OBSERVER
PRINCE GEORGE REGIONAL AIRPORT
01.2009 - 01.2010
- Responsibilities included monitoring and recording meteorological data to ensure accurate and timely weather information for aviation operations
- I conducted routine weather observations, including temperature, wind speed and direction, humidity, and visibility, using specialized equipment
- Maintaining a keen attention to detail, I reported significant weather changes or hazards that could impact flight safety
- Collaborating closely with colleagues and adhering to established protocols, I played a crucial role in supporting safe and efficient air travel by providing up to date and reliable weather information to aviation personnel.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
Education
High School Diploma -
Prince George Secondary School
Prince George, BCAerological Observer Training - Weather Observation
NAV Canada
Cornwall, ON01.2009
Skills
- Excellent customer service skills, with extensive experience in de-escalation and retention
- Proficient in various computer applications and systems, with a strong aptitude for quickly adapting to new technologies
- Exemplary at adhering to and implementing policies with precision and consistency
- Capable of independently managing and successfully executing projects, demonstrating self-motivation and effective decision-making skills
- Call Management
- Account Updating and Management
- Attention to Detail
- Verbal and Written Communication
- Inbound Phone Call Management
- Service Recommendations
- Call Center Customer Service
- Product and Service Knowledge
Languages
English
Native or Bilingual
Timeline
CUSTOMER SERVICE REPRESENTATIVE
TELUS COMMUNICATIONS
07.2010 - 11.2023
AEROLOGICAL OBSERVER
PRINCE GEORGE REGIONAL AIRPORT
01.2009 - 01.2010
High School Diploma -
Prince George Secondary School
Aerological Observer Training - Weather Observation
NAV Canada
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