Karen MacDonald
Montague,Prince Edward Island
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Personable and dedicated Customer Service Representative with extensive experience in the Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
17
17
years of professional experience
Work History
Customer Service Representative
The Regional Municipality of Wood Buffalo
Fort McMurray, AB
04.2019 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Identified areas of improvement in customer service processes and suggested changes accordingly.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Fielded customer complaints and queries, fast-tracking for problem resolution.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Improved customer service wait times to mitigate complaints.
- Mentored new employees on procedures and policies to maximize team performance.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Mentored junior team members and managed employee relationships.
Administrative Assistant
The Regional Municipality of Wood Buffalo
Fort McMurray, AB
12.2010 - 04.2019
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Maintained office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing and expediting orders for supplies.
- Ensured efficient operation of office equipment such as printers, copiers and fax machines.
- Assisted with the planning of special events by arranging catering services, securing venues and ordering promotional materials.
- Created travel arrangements for senior managers according to their requirements.
- Processed invoices for payment using accounting software applications.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Prepared expense reports on behalf of executives in accordance with company policies and procedures.
- Scheduled appointments between clients and customers and internal staff members.
- Monitored progress on projects assigned by upper management.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Answered questions from customers regarding products and services offered by the company.
- Scheduled appointments, meetings and events for management staff.
- Responded effectively to sensitive inquiries or complaints.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Prepared and prioritized calendars and correspondence.
- Directed customer communication to appropriate department personnel.
- Utilized editing programs to proofread content for typo-free emails, memos and documentation.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
Condo Coordinator & Support Clerk
The Regional Municipality of Wood Buffalo
Fort McMurray, AB
10.2007 - 12.2010
- Developed strong relationships with clients through effective communication and follow-up procedures.
- Reviewed invoices for accuracy prior to submitting them for payment processing.
- Monitored financial bookkeeping for accuracy and compliance to resolve discrepancies.
- Answered telephones, directed calls and took messages.
- Operated photocopiers and scanners, facsimile machines and personal computers.
- Maintained and updated filing, inventory and database systems, manually or using computer.
- Communicated with customers, employees and vendors to answer questions and address complaints.
- Typed, formatted and edited correspondence and other documents.
- Collected and entered payment data into system, maintaining complete confidentiality and accuracy.
- Computed, recorded and proofread data or reports.
Data Entry Clerk
The Regional Municipality of Wood Buffalo
Fort McMurray, AB
08.2007 - 10.2007
- Ensured compliance with all relevant rules and regulations governing data entry activities.
- Utilized specialized software applications related to the job role.
- Prepared summaries of daily work completed for review by supervisors.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Maintained updated knowledge of industry trends related to data entry operations.
- Maintained confidentiality of sensitive information entered into the system.
- Reviewed existing information for accuracy and made necessary corrections.
- Checked source documents against entered data to ensure accuracy.
- Processed customer orders accurately and in a timely manner.
- Updated existing records with new or revised information as needed.
- Compiled reports based on gathered information.
Education
Some College (No Degree) - Business Administration
Mactech Distance Education
North Sydney, NS12-2006
Some College (No Degree) - Petroleum Land Administration
SAIT
Calgary, ABSkills
- Complaint resolution
- Data Entry
- Data Collection
- Report Generation
- Appointment Scheduling
- Call Management
- Scheduling
- Product Knowledge
- Courteous demeanor
- Microsoft PowerPoint
- Escalation management
- Professional telephone demeanor
- High-energy attitude
- Computer Proficiency
- Problem Resolution
- Tactful and diplomatic
- Customer Relationship Management (CRM)
- Positive and professional
- Minute Taking
- Grammar
- Follow-up skills
- Senior leadership support
Timeline
Customer Service Representative
The Regional Municipality of Wood Buffalo
04.2019 - Current
Administrative Assistant
The Regional Municipality of Wood Buffalo
12.2010 - 04.2019
Condo Coordinator & Support Clerk
The Regional Municipality of Wood Buffalo
10.2007 - 12.2010
Data Entry Clerk
The Regional Municipality of Wood Buffalo
08.2007 - 10.2007
Some College (No Degree) - Business Administration
Mactech Distance Education
Some College (No Degree) - Petroleum Land Administration
SAIT
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