Kari Mustard
Summary
Customer service professional with experience resolving complex issues efficiently and effectively. Skilled in conflict resolution, communication, and problem-solving, with strong emphasis on teamwork and adaptability. Known for reliability and results-driven approach, consistently meeting and exceeding expectations in fast-paced environments.
Overview
22
22
years of professional experience
Work History
Client Resolution Management Team
TELUS
01.2011 - Current
- Developed strong relationships with cross-functional teams, fostering a collaborative work environment and resulting in quicker turn around times for customers
- Directed agents in client resolution techniques to improve customer satisfaction.
- Maintained detailed records of interactions with customers, ensuring all data was captured accurately for future reference and analysis..
- Leveraged strong negotiation skills to reach mutually beneficial solutions for both the company and its customers.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Responded proactively and positively to rapid change.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Return to Work Trainer
TELUS
05.2015 - 05.2016
- Conducted assessments to identify skill gaps and personalized training plans.
- Designed curriculum to meet diverse learning needs and improve outcomes.
- Collaborated with management to align training with organizational goals..
Senior Trainer/Temporary Team Manager/CSR
Nucomm International
01.2004 - 08.2008
- Enhanced team performance by delivering comprehensive training programs.
- Facilitated onboarding sessions to ensure smooth integration of new hires.
- Led a team of 20 agents, ensuring high performance and productivity.
- Resolved billing and technical issues for cable and internet users efficiently.
Manager
Sears Keys and Engraving
01.2003 - 01.2004
- Maintained professional, organized, and safe environment for employees and patrons.
- Maximized performance by monitoring daily activities and mentoring team members.
- Oversaw inventory management, optimizing stock levels, and reducing waste.
Education
Bachelor of Education - Primary/Junior
Trent University
Peterborough, ONHonours Bachelor of Social Work - Social Work
Lakehead University
Thunder BaySkills
- Conflict resolution
- Teamwork and collaboration
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Calm and professional under pressure
- Excellent communication
- Computer skills
- Customer service excellence
- Organizational skills
- Training delivery
- Workshop facilitation
- Mentoring skills
- Presentation skills
Languages
English
Full Professional
Timeline
Return to Work Trainer
TELUS
05.2015 - 05.2016
Client Resolution Management Team
TELUS
01.2011 - Current
Senior Trainer/Temporary Team Manager/CSR
Nucomm International
01.2004 - 08.2008
Manager
Sears Keys and Engraving
01.2003 - 01.2004
Bachelor of Education - Primary/Junior
Trent University
Honours Bachelor of Social Work - Social Work
Lakehead University
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