Katrina Alvaran
Edmonton
Summary
Dynamic and results-oriented professional with extensive experience in customer service and financial management, notably at Bell Canada. Excelled in enhancing customer satisfaction and loyalty through empathetic service and effective dispute resolution. Proficient in Microsoft Excel and adept at de-escalation techniques, significantly improved payment processing efficiency. Demonstrated ability to lead teams towards achieving operational excellence.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Financial Services Representative- Live Chat
Gatestone
05.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts live chat.
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Customer Sales Representative
Nordia Inc.
08.2018 - 04.2023
- Built strong relationships with clients through attentive service, leading to repeat business and referrals.
- Emphasized product specifications to meet customer needs.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally.
- Assisted call-in customers with questions and orders.
- Educated customers on promotional options, sales policies and methods for obtaining desired results from company offerings.
- Enhanced the overall customer experience by providing personalized recommendations based on their preferences and needs.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Account Executive - Payables and Receivables
Bell Canada
11.2010 - 09.2018
- Conducted regular reviews of aged accounts receivable reports, ensuring timely follow-up on past due balances.
- Streamlined payables and receivables processes by implementing efficient systems and software tools.
- Maintained organized filing system for financial records, enabling easy access during audits or other review processes.
- Trained new employees on company-specific accounting software and procedures, increasing efficiency within the department.
- Maintained records by imaging invoices, debits, and credits.
- Reduced outstanding receivables by diligently following up on overdue invoices and negotiating payment plans with clients.
Education
Personal Support Worker -
Seneca College of Applied Arts And Technology
North York, ONHigh School Diploma -
Blessed Mother Teresa
Scarborough, ONMedical Office Administrator -
Everest College
North York, ONSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Microsoft Excel
- Typing skill 40-60 per/min
- Payment processing
- Typing
- Follow-up skills
- Appointment scheduling
- Administrative support
- Data collection
- De-escalation techniques
- Live chat support
Languages
English
Certification
- Respiratory Fit Test - Act Safety First
- CPR/AED -Premergency
- Standard First Aid - Premergency
Timeline
Financial Services Representative- Live Chat
Gatestone
05.2023 - Current
Customer Sales Representative
Nordia Inc.
08.2018 - 04.2023
Account Executive - Payables and Receivables
Bell Canada
11.2010 - 09.2018
Personal Support Worker -
Seneca College of Applied Arts And Technology
High School Diploma -
Blessed Mother Teresa
Medical Office Administrator -
Everest College
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