Kelly Paul
Mississauga,ON
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Customer Service Representative
Rogers Communications
Toronto, Ontario
03.2016 - 01.2021
Customer Service Representative
Costco Wholesale
09.2006 - 01.2017
- Assisted customers with inquiries regarding services and billing issues.
- Resolved customer complaints using active listening and problem-solving skills.
- Processed service orders and account changes in the customer management system.
- Handled cash, credit, and debit payments securely.
- Assisted customers with product inquiries and support.
- Resolved customer issues with professionalism and empathy.
- Greeted customers and provided friendly customer service.
- Resolved customer complaints in a professional manner.
- Operated cash registers to process payments for goods and services.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Informed customers of in-store promotions or pricing specials.
- Assisted customers with locating merchandise within the store.
- Answered customers' questions and provided information on store procedures or policies.
- Boosted customer satisfaction levels by going extra mile to personalize service for each customer.
Education
Bachelor of Arts - Liberal Arts And Sciences
York University
Toronto 01.2004 - 05.2008
Skills
- Customer management
- Order processing
- Billing systems
- Service recovery
- Customer service
- Product knowledge
- Customer support
- Customer relationship management
- Problem solving
- Active listening
- Team collaboration
- Time management
- Sales assistance
- Opening and closing accounts
- Customer satisfaction measurement
- Call center procedures
- Retail sales customer service
- Live chat support
Certification
- Call Center Customer Service Representative experienced in high-volume inbound and outbound calls
- Strong communication and active-listening skills with a proven ability to de-escalate challenging situations
- Consistently meet performance metrics for call quality, efficiency, and customer satisfaction
- Detail-oriented and reliable, with experience handling sensitive information and multitasking across systems
Accomplishments
- Recognized for maintaining high customer satisfaction scores
- Received positive customer feedback and commendations for professionalism and problem resolution
- Met or exceeded performance metrics including call quality, adherence, and efficiency
- Earned performance-based incentives or recognition for reliability and attendance
- Trusted with handling sensitive or complex customer interactions
Timeline
Customer Service Representative
Rogers Communications
03.2016 - 01.2021
Customer Service Representative
Costco Wholesale
09.2006 - 01.2017
Bachelor of Arts - Liberal Arts And Sciences
York University
01.2004 - 05.2008