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
07.2024 - 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
05.2023 - 10.2024
- 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.
01.2020 - 04.2022
- 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.
10.2018 - 12.2019
- 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
10.2014 - 09.2018
Caregiver
Emily Hah
08.2010 - 09.2014
Customer Service Representative
Pilipinas Telelserv Inc.
08.2005 - 12.2009
- 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
07.2024 - Current
Sales Clerk
Rexall Pharmacies ULC
05.2023 - 10.2024
Dietary Aide
Aramark Canada Ltd.
01.2020 - 04.2022
Crew Member
McDonald's -JCC Restaurant Ltd.
10.2018 - 12.2019
Caregiver
Doctors Chan & Chien
10.2014 - 09.2018
Caregiver
Emily Hah
08.2010 - 09.2014
Customer Service Representative
Pilipinas Telelserv Inc.
08.2005 - 12.2009
Certificate - Personal Support Worker
Academy of Learning Career College
Bachelor of Science - Public Administration
Saint Paul University Philippines
Similar Profiles
Marianne DarrochMarianne Darroch
Program Services Officer at Employment and Social Development CanadaProgram Services Officer at Employment and Social Development Canada
Michael LepardMichael Lepard
Support Clerk (90 Day Casual Contract) at Employment and Social Development CanadaSupport Clerk (90 Day Casual Contract) at Employment and Social Development Canada
Laeticia ChalhoubLaeticia Chalhoub
Citizen Services Officer at Employment And Social Development CanadaCitizen Services Officer at Employment And Social Development Canada
Angelica AbuqueAngelica Abuque
Home Childcare Provider at BRADLEY MAZDAHome Childcare Provider at BRADLEY MAZDA
Shana KhoshnawShana Khoshnaw
Tutor at Toronto District School BoardTutor at Toronto District School Board