Kathlane Inay
Toronto,ON
Summary
Customer Service Professional with extensive experience in resolving inquiries and enhancing customer satisfaction. Demonstrates strong communication and problem-solving skills, with a proven track record of building customer loyalty and handling diverse clientele. Seeking to leverage expertise to contribute to a dynamic team focused on exceptional service delivery.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Service Officer
Employment and Social Development Canada
2024.07 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped a large volume of customers every day with a positive attitude and focus on customer satisfaction.
- Resolved customer complaints and implemented effective solutions to enhance satisfaction.
- Demonstrated adaptability in handling diverse clientele, effectively addressing their unique needs and expectations.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Collaborated with team members to identify areas of improvement in processes, resulting in more efficient service delivery.
- Participated in regular meetings with supervisors to discuss challenges faced during daily operations, identifying opportunities for growth and development.
- Contributed to the achievement of departmental targets by meeting key performance indicators consistently.
- Reduced response time by managing high call volumes while maintaining a professional demeanor under pressure.
Sales Clerk
Rexall Pharmacies ULC
2023.05 - 2024.10
- Maintained a clean, organized sales floor to promote a pleasant shopping experience for customers.
- Developed strong relationships with customers, driving repeat business and loyalty.
- Processed transactions quickly and accurately, maintaining a high level of customer satisfaction.
- Collaborated with team members to achieve store sales targets and improve overall performance.
- Boosted sales by effectively promoting products and engaging with customers.
- Processed payments and returns with accuracy and efficiency.
- Demonstrated strong communication skills while interacting with diverse clients, building rapport that facilitated successful transactions.
- Addressed customer inquiries and resolved issues promptly, resulting in positive feedback and increased trust.
- Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
- Worked to meet or exceed special targets for credit card applications, special donations, and specific product promotions.
Dietary Aide
Aramark Canada Ltd.
2020.01 - 2022.04
- Served meals to residents by established schedules and dietary procedures.
- Kept all kitchen areas clean, tidy, and free of hazards.
- Coordinated with other dietary aides and kitchen staff to ensure efficient workflow and timely delivery of meals, contributing to a smooth-running operation.
- Followed all food safety regulations while preparing meals for patients.
- Cleared tables and removed dishes, trays, and utensils from the dining room to the dishwashing area.
- Assisted in the preparation of nutritious meals for patients with various medical conditions and dietary restrictions.
- Ensured food safety compliance through proper storage, handling, and sanitation procedures, minimizing the risk of contamination or illness.
- Provided exceptional customer service to patients and their families, addressing concerns and answering questions about dietary guidelines and restrictions.
- Participated in regular team meetings to discuss performance goals, address challenges, and share best practices for continued growth and improvement.
Crew Member
McDonald's -JCC Restaurant Ltd.
2018.10 - 2019.12
- Worked front counter
- Took orders, prepared meals, and collected payments.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Worked well with teammates and accepted coaching from the management team.
- Collaborated with team members to complete orders.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Cleaned and maintained all areas of the restaurant to promote a clean image.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Resolved customer complaints and implemented effective solutions to enhance satisfaction.
- Maintained high-quality food preparation standards, adhering to company guidelines for safety and cleanliness.
Caregiver
Doctors Chan & Chien
2014.10 - 2018.09
Caregiver
Emily Hah
2010.08 - 2014.09
Customer Service Representative
Pilipinas Telelserv Inc.
2005.08 - 2009.12
- Resolved customer complaints and implemented effective solutions to enhance satisfaction.
- 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.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Collaborated with team members to develop best practices for consistent customer service delivery.
Education
Certificate - Personal Support Worker
Academy of Learning Career College
Toronto, ON05.2022
Bachelor of Science - Public Administration
Saint Paul University Philippines
Tuguegarao City, Philippines05.2005
Skills
- Customer Support
- Complaint Handling
- Data Entry
- Customer Focus
- Information Protection
- Problem-solving abilities
- Investigative Skills
- Critical Thinking
- Active Listening
- Microsoft Application
- Computer Proficiency
- Policy Analysis
- Attention to Detail
- Customer Service
Languages
English
Full Professional
Tagalog
Native or Bilingual
Certification
Educational Credentials Assessment - University of Toronto School of Continuing Studies X505178
National Association of Career Colleges - Personal Support Worker 223620
Understanding Dementia & Aggressive Behavior Workshop 202226
Timeline
Customer Service Officer
Employment and Social Development Canada
2024.07 - Current
Sales Clerk
Rexall Pharmacies ULC
2023.05 - 2024.10
Dietary Aide
Aramark Canada Ltd.
2020.01 - 2022.04
Crew Member
McDonald's -JCC Restaurant Ltd.
2018.10 - 2019.12
Caregiver
Doctors Chan & Chien
2014.10 - 2018.09
Caregiver
Emily Hah
2010.08 - 2014.09
Customer Service Representative
Pilipinas Telelserv Inc.
2005.08 - 2009.12
Certificate - Personal Support Worker
Academy of Learning Career College
Bachelor of Science - Public Administration
Saint Paul University Philippines
Educational Credentials Assessment - University of Toronto School of Continuing Studies X505178
National Association of Career Colleges - Personal Support Worker 223620
Understanding Dementia & Aggressive Behavior Workshop 202226
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