Summary
Overview
Work History
Education
Skills
Timeline
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Kelsea Severin

Port Colborne ,Canada

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the call center 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. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

11
11
years of professional experience

Work History

Marketing Coordinator

Accenture
09.2021 - 12.2023
  • Boosted brand awareness with target customer demographics with social, print, and email campaigns.
  • Tracked and reported on marketing campaign responses.
  • Created and managed marketing budgets to monitor expenditures, control costs and increase ROI.

Collections Customer Service Representative

Sitel
09.2013 - 08.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Set up drafts and processed immediate payments after conducting thorough research and analysis of account.
  • Maintained high volume of calls and met demands of busy and productive group.
  • Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
  • Counseled debtors on payment options and arranged installment agreements.
  • Contacted customers to discuss past-due accounts and negotiated payment plans.

Private Nanny

Private Residence
08.2012 - 08.2013
  • Monitored schedules to maintain sleeping, eating and school schedules for children.
  • Established lasting, professional connections with families and children by encouraging open communication and delivering positive feedback.
  • Organized extracurricular schedules for sports and classes and provided safe transportation to different events.
  • Supported children's educational progress by reviewing completed homework, quizzing on math and science and assisting with school projects.
  • Built positive and nurturing environments to support child social and emotional growth.
  • Taught children everyday skills, including tying shoes, dressing, potty training, basic math and language.

Education

Diploma - Personal Support Worker

DSBN
Niagara Falls
06.2021

High School Diploma -

Port Colborne Public Highschool
Port Colborne
2010

Skills

  • Account management
  • Client Needs Assessment
  • Customer Complaint Resolution
  • Customer retention
  • Customer experience management
  • Professional telephone demeanor
  • Money handling abilities
  • Fraud detection and prevention
  • Call center operations

Timeline

Marketing Coordinator

Accenture
09.2021 - 12.2023

Collections Customer Service Representative

Sitel
09.2013 - 08.2021

Private Nanny

Private Residence
08.2012 - 08.2013

Diploma - Personal Support Worker

DSBN

High School Diploma -

Port Colborne Public Highschool

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Kelsea Severin