Katelyn Stone
Winnipeg,MB
Summary
Knowledgeable and dedicated customer support professional with extensive experience in Broadband Channel Support operations within BellMTS. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with knowledge of industry best practices and proven multitasking abilities. Consistently exceeded customer support and service expectations by resolving issues quickly.
Overview
17
17
years of professional experience
Work History
Broadband Channel Support
Bell MTS
02.2024 - Current
- Experience working with legacy MTS home service systems including but not limited to: Siebel, PowerApps, CLASS, TRIAD, iBoss, EDGE, PLUME, JSV, Digitek etc.
- Trained in WBI Triage and Ordermax ordering systems
- Experience as acting Leadhand role within Customer Operations
- Managed multiple daily work orders, effectively prioritizing tasks to maximize productivity and meet strict deadlines.
- Troubleshot issues related to broadband equipment with technicians on site, swiftly identifying root causes of errors and implementing appropriate solutions to improve customer satisfaction
- Extensive knowledge of Microsoft Office tools including Word, Excel and Powerpoint.
- Able to create and edit pivot tables, formula functions and VBA coding to allow proficiency with reporting in Microsoft Excel
- Maintained detailed records of completed work orders, providing accurate documentation for billing and inventory purposes.
- Increased client retention rates by fostering positive relationships and delivering consistent high-quality service experiences with inbound and outbound calling.
- Created training documentation and independently cross-trained new team members when Broadband Communications & Residential Intra departments merged together
- Consistently met or exceeded performance metrics while maintaining a strong commitment to quality workmanship standards.
- Productivity rating averages between 90-100% with minimal errors logged
Maternity Leave
N/A
07.2022 - 01.2024
- Took 18 months maternity leave
- Managed household budget
Business Analyst (Acting)
Bell MTS
02.2022 - 07.2022
- Experience creating OneSource documentation for deployment of new processes
- Experience creating PowerPoint presentations and facilitating meetings with stakeholders
- Worked on the Design & Delivery Team within the BellMTS organization
- Most recent AIP rating of 'Exceeds Leadership' with multiple Better Together commendations
Broadband Channel Support
Bell MTS
08.2012 - 02.2022
- Worked for 10 years within Broadband Channel Support prior to accepting term position as a Business Analyst.
- Returned to Broadband Channel Support after maternity leave
- Please see current job description for additional details
Consumer Sales/Retention
Bell MTS
11.2010 - 08.2012
- Experience dealing with customer escalations
- Completion of MTS Sales and Retention training
- Processed credit and debit transactions using computerized system.
Produce Manager
Loblaw's
06.2007 - 07.2010
- Scheduling and Time Management
- Ordering daily/weekly stock based on past sales trends
- Creating product placement plans to enhance sales.
Education
Business Analyst Diploma - Business Analysis And Process Management
Red River College
Winnipeg, MB06.2025
High School Diploma -
F.W. Johnson Collegiate
Regina, SK06.2009
Skills
- Well-developed presentation and negotiation skills
- Over 12 years of Customer Service experience with both inbound and outbound calling
- Experience creating documentation and diagrams for internal project work
- Strong analytical and problem solving skills
- Ability to grasp new ideas, evaluate options and integrate them into desired results
- Able to handle challenges, with proven history of increased productivity
- Extensive knowledge of operating systems and processes for Home Phone, TV and Internet services
- Active listening skills and the ability to take constructive criticism in a positive manner
- Ability to work independently in fast-paced environments
- Self-motivated and hard-working - can be depended on to fulfill tasks under minimal supervision
- Committed to providing the highest standards of customer service and support
- Detail-oriented; Capable of coordinating several tasks simultaneously and keeping organized under stressful situations
- 50 WPM typing speed
Accomplishments
- Chief Scouts Award - 2004
- Duke of Edinburgh Award - Silver Level – 2009
Key Qualifications
- Extensive experience working with systems and processes used in daily home service and billing interactions
- Partial completion of Business Analyst Diploma completed through Red River College
- Excellent analytical, problem solving and organization skills
- Strong verbal and written communication skills developed through experience in business analysis, retail sales, customer service, door-to-door customer interactions
- Familiarity with collecting and compiling data, and drafting reports to simplify processes
Phone Numbers
(204) 451-3620
Community Service
- Youth Leader, Scouts Canada, 08/01/08, 06/01/10, Regina, Saskatchewan
- Youth Leader, Scouts Canada, 08/01/13, Present, Winnipeg, Manitoba
References
References available upon request
Languages
English
Native or Bilingual
Timeline
Broadband Channel Support
Bell MTS
02.2024 - Current
Maternity Leave
N/A
07.2022 - 01.2024
Business Analyst (Acting)
Bell MTS
02.2022 - 07.2022
Broadband Channel Support
Bell MTS
08.2012 - 02.2022
Consumer Sales/Retention
Bell MTS
11.2010 - 08.2012
Produce Manager
Loblaw's
06.2007 - 07.2010
Business Analyst Diploma - Business Analysis And Process Management
Red River College
High School Diploma -
F.W. Johnson Collegiate
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