Kelly O'Leary
Shelburne,ON
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
7
7
years of professional experience
Work History
Customer Success Representative- GTM Triage Team
1Password
05.2022 - Current
- Act as the first line of defense in triaging inbound emails, directing them to the correct teams or representatives to efficiently support customer inquiries at scale.
- Enhanced customer satisfaction by proactively addressing and resolving concerns in a timely manner.
- Boosted customer retention through diligent follow-up and relationship-building efforts.
- Developed comprehensive product knowledge, enabling the provision of expert advice to customers.
- Collaborated with cross-functional teams to ensure seamless customer experiences across all touchpoints.
- Facilitated effective communication between customers and internal departments to expedite issue resolution.
- Worked closely with sales teams to ensure smooth handoffs of newly acquired clients, paving the way for long-term account stability.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
Order Desk Agent
Omega Moulding Canada
01.2017 - 01.2019
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Expanded customer base through effective networking, cold calling, and relationship-building strategies.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
Education
Hotel and Resort Operations Diploma -
Georgian College
Grade 12 -
Centre Dufferin District High School
Skills
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide ongoing support to Sales Reps through product knowledge and research
- Reconcile shipping charges with final manifest billing from various courier companies
- Manage Accounts Receivable payments
- Quickly learn new processes and implement them efficiently
- CRM Software
- Technical Support
- Task Prioritization
- Multitasking
- Problem Solving
- Adaptability
- Process Improvement
Languages
English
Native or Bilingual
Timeline
Customer Success Representative- GTM Triage Team
1Password
05.2022 - Current
Order Desk Agent
Omega Moulding Canada
01.2017 - 01.2019
Hotel and Resort Operations Diploma -
Georgian College
Grade 12 -
Centre Dufferin District High School
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