Kelly Babb
New Westminster,BC
Summary
Dedicated client services expert with a solid track record in customer interaction and support. Skilled in understanding consumer needs and industry trends. Committed to ethical practices and maintaining customer trust. Strong relationship-building skills with a focus on achieving positive outcomes for teams and clients.
Overview
18
18
years of professional experience
Work History
Business Analyst
Shaw Cable
Vancouver, British Columbia
05.2021 - 08.2023
- Tracked project progress through activity monitoring, problem resolution, and report publication.
- Recognized operational gaps between current and desired states effectively.
- Conducted thorough project management tasks ensuring timely goal achievement.
- Converted user requirements into actionable IT team items.
- Created and validated comprehensive functional specifications documents.
- Engaged subject matter experts in interviews to understand existing processes.
- Led cross-departmental meetings to establish clear project requirements.
- Acted as main liaison between client and internal teams to align goals.
Ast Supervisor - Customer Service Finance Dept
Shaw Cable
Vancouver, British Columbia
05.2012 - 05.2021
- Managed customer service representatives to deliver high-quality support consistently.
- Prioritized tasks effectively to achieve service objectives and improve efficiency.
- Identified and addressed customer needs promptly, enhancing satisfaction levels.
- Resolved issues efficiently using strong problem-solving skills.
- Recognized by management for exemplary contributions to customer service excellence.
- Conducted performance evaluations and provided coaching for continuous improvement.
- Recommended procedural changes to optimize operations and staffing solutions.
- Monitored key performance metrics to assess service quality and team effectiveness.
Customer Service Representative - Sales
Shaw Cable
Vancouver, British Columbia
10.2005 - 05.2012
- Conferred with customers via phone and in person to provide product information and process orders.
- Promoted products and services during account management and order calls to boost sales.
- Answered inbound calls, chats, and emails to enhance customer service experience.
- Maintained professionalism while addressing difficult customer interactions effectively.
- Increased customer satisfaction ratings by resolving issues quickly and suggesting solutions.
- Enhanced product knowledge continuously to meet service standards and achieve sales quotas.
- Identified opportunities for upselling based on customer needs to maximize revenue.
- Developed positive customer relationships through personalized support and friendly interactions.
Education
High School Diploma -
Holy Cross Regional High School
Surrey, BC05-1995
Skills
- Management of projects
- Requirement analysis
- Process optimization
- Customer engagement strategies
- Teamwork and collaboration
- Problem-solving skills
- Critical analysis abilities
- Communication proficiency
- Cross-functional coordination
- Client communication skills
- Leadership and guidance
- Conflict mediation
- Product knowledge base
- Multitasking efficiency
- Scheduling proficiency
References
References available upon request.
Timeline
Business Analyst
Shaw Cable
05.2021 - 08.2023
Ast Supervisor - Customer Service Finance Dept
Shaw Cable
05.2012 - 05.2021
Customer Service Representative - Sales
Shaw Cable
10.2005 - 05.2012
High School Diploma -
Holy Cross Regional High School
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