Kathryn Nickford
Surrey,BC
Summary
Passionate about providing lasting customer service satisfaction by delivering quality service and unparalleled support regardless of industry. Excels in call centres providing transit information and assisting the public with their medical reports, to running a photography business providing high end portraits to professional performers.
Overview
12
12
years of professional experience
Work History
Freelance Photographer
Self Employed Services
06.2018 - Current
- Provided exceptional customer service from initial consultation to delivery of final products.
- Managed all aspects of photography business, from scheduling shoots to invoicing clients, demonstrating strong organizational skills.
- Captured stunning images by utilizing various lighting techniques and creative compositions.
- Experienced with studio lighting, natural light and low light event photography.
- Digitally edited photos to enhance appearance.
- Delivered high-quality images under tight deadlines, demonstrating strong time management skills.
- Planned and prepared for on-location and studio shoots.
- Collaborated with clients to understand their vision, ensuring final products met or exceeded expectations.
Navigation Services
Healthlink BC
04.2020 - 07.2020
- Provided public with information regarding Covid-19 via 811 information phone line
- Continually updated knowledge based on recommended health authority guidelines
- Assessed severity of caller's illness and whether they needed to go to speak with a nurse or go to a hospital
- Worked flexible hours across night, weekend, and holiday shifts.
Help Desk Support / Level 1 Tech Support
Lifelabs / Excelleris Technologies
02.2017 - 06.2019
- EMR (Electronic Medical Records) technical support for Doctors and Hospitals
- Public customer service representative for accessing and interpreting blood tests online
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Organized and detail-oriented with strong work ethics.
- Trained new customer support representatives as acting team lead
Customer Service Representative
Cubic Transportation (Translink Compass Card)
10.2015 - 12.2016
- Call centre representative for public transit card and web accounts
- Helped improve upon issues during launch of the Compass Card
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain customer records.
- Handled escalated calls efficiently, finding satisfactory resolutions
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Utilized customer service software to manage interactions and track customer satisfaction.
Customer Sales and Service Expert
Info-Chip Communications
05.2012 - 09.2014
- Managed all customer service and sales inquiries and orders for small business with 10,000 client accounts
- Maintained high levels of customer retention through exceptional service and follow-up communication.
- Worked closely with cross-functional teams to address complex client issues, demonstrating a commitment to providing exceptional service and maintaining long-term relationships.
- Maintained working knowledge of products, accounts, representatives, tools and systems.
- Processed orders, service requests and applied information to customers.
Education
Bachelor of Music – Performance -
University of Manitoba
Winnipeg, MBDiploma – Classical Voice -
Vancouver Community College
Vancouver, BCUniversity Transfer Program -
Langara College
VancouverSkills
- Customer Service / Call Centre
- Transit Call Centre Experience
- Complaint Handling & Conflict Resolution
- Verbal and written communication
- Computer & Software Proficiency
- Account Management
- Logging call information
- Problem-solving abilities
- Calm disposition
- Training experience
- 60 WPM
- Data Entry
Languages
English
Native or Bilingual
Timeline
Navigation Services
Healthlink BC
04.2020 - 07.2020
Freelance Photographer
Self Employed Services
06.2018 - Current
Help Desk Support / Level 1 Tech Support
Lifelabs / Excelleris Technologies
02.2017 - 06.2019
Customer Service Representative
Cubic Transportation (Translink Compass Card)
10.2015 - 12.2016
Customer Sales and Service Expert
Info-Chip Communications
05.2012 - 09.2014
Bachelor of Music – Performance -
University of Manitoba
Diploma – Classical Voice -
Vancouver Community College
University Transfer Program -
Langara College
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