Kelly Fitzsimons
Calgary,Alberta
Summary
Knowledgeable and dedicated customer service professional with extensive experience in Technical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
Work History
Client Service Representative
QHR Technologies
01.2024 - 11.2024
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Collaborated with other departments to develop ways to increase customer satisfaction.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
Technical Customer Service Agent
Telus International
02.2022 - 12.2023
- Enhanced customer satisfaction by providing efficient and courteous service in a timely manner.
- Assisted clients with inquiries, resolving issues promptly and professionally for improved client relations.
- Maintained a clean and organized workspace, ensuring a safe and welcoming environment for customers.
- Collaborated with team members to streamline processes and enhance overall service efficiency.
- Managed high call volumes while maintaining excellent customer service standards for prompt issue resolution.
- Utilized strong communication skills to effectively address customer concerns and provide solutions that met their needs.
- Participated in regular meetings to discuss performance metrics, identify areas for improvement, and develop strategies to achieve goals.
Sales Associate & Customer Service Specialist
Lows
11.2014 - 01.2020
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment.
- Developed new client relationships by actively engaging with potential customers and highlighting the benefits of our product offerings.
- Assisted in training new staff members on company policies, product information, and sales techniques for a seamless onboarding experience.
IT Specialist
Rimbey TV
01.2009 - 11.2014
- Enhanced system efficiency by implementing and maintaining IT infrastructure upgrades.
- Reduced downtime by identifying potential issues and resolving them proactively.
- Managed hardware and software inventory, ensuring timely updates and replacements as needed.
- Streamlined technical support process for enhanced user satisfaction and faster issue resolution.
- Trained employees on new technologies, increasing competency levels across the organization.
Education
Certificate of Technical Studies - Network Technician
SAIT
10.2021
Skills
- Critical Thinking
- Performance Monitoring
- Positive Attitude
- Problem Solving
- Interpersonal Skills
- Telephone Etiquette
- Time Management
- Customer Service Orientation
- Technical Support
- Customer Service
- Repairs Scheduling
- Computer Skills
Languages
English
Professional Working
Timeline
Client Service Representative
QHR Technologies
01.2024 - 11.2024
Technical Customer Service Agent
Telus International
02.2022 - 12.2023
Sales Associate & Customer Service Specialist
Lows
11.2014 - 01.2020
IT Specialist
Rimbey TV
01.2009 - 11.2014
Certificate of Technical Studies - Network Technician
SAIT
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