Kate Sharp
Kelowna
Summary
Dynamic customer service professional with extensive experience at Shaw Cable, adept at conflict resolution and active listening. Proven track record of enhancing customer loyalty through empathetic complaint resolution and effective de-escalation techniques. Skilled in coaching teams and improving service quality, fostering a collaborative work environment.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
Shaw Cable
05.2008 - 05.2015
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Customer Service Supervisor
Maursa Marketing
05.2006 - 05.2008
- Promoted a positive work environment through open communication channels, fostering team collaboration and high morale.
- Collaborated with other departments to address recurring customer concerns, improving overall service quality.
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
Education
Paralegal - Paralegal Studies
Vancouver Career College
Kelowna, BC06.2017
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Customer relations
- Call center experience
- Conflict resolution
- Call center operations
- Product knowledge
- Customer relationship management (CRM)
- De-escalation techniques
- Technical support
- Quality control
Languages
English
Timeline
Customer Service Representative
Shaw Cable
05.2008 - 05.2015
Customer Service Supervisor
Maursa Marketing
05.2006 - 05.2008
Paralegal - Paralegal Studies
Vancouver Career College
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