Kelsey Taylor
Winnipeg,MB
Summary
Dedicated customer service professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
12
12
years of professional experience
Work History
Customer Service Specialist
Green Drop Lawn
03.2023 - 06.2023
- Managed over 50 to 70 calls per day while maintaining target handle times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Maintained and managed customer files and databases.
- Handled customer inquiries and suggestions courteously and professionally.
Billing Support Agent
Skybridge Americas
12.2014 - 12.2022
- Handled 80+ calls per day to address customer inquiries and concerns
- Prepared a variety of different written communications, reports, and documents.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Completed paperwork, recognizing discrepancies and promptly addressing them for resolution.
- Identified issues, analyzed information, and provided solutions to problems.
- Increased customer satisfaction by resolving issues.
- Maintained excellent attendance record, consistently arriving to work on time.
- Collaborated with team members to achieve target results.
Project Supervisor
NRG Research Group
10.2011 - 06.2014
- Maintained tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Adjusted project plans to account for dynamic targets, staffing changes, and operational specifications.
- Monitored timelines and flagged potential issues to be addressed.
- Supervised the work of 40 team members, offering constructive feedback regarding work performance.
- Trained employees in safety procedures and protocols as directed by company regulations
- Provided status updates for projects, delivering information to all stakeholders
- Analyzed project data to identify trends and areas for improvement
Education
Business Management Diploma - Business Management
International Career School
Winnipeg, MB04.2007
High School Diploma -
Crocus Plains Regional Secondary
Brandon, MB06.2005
Skills
- Verbal and Written Communication
- Courteous with Strong Service Mindset
- Customer Account Management
- Data Entry and Maintenance
- Creative Problem Solving
- Cultural Awareness and Sensitivity
- First-Tier Technical Support
- Refunds and Returns Management
- LiveChat Messaging
- Complex Product Knowledge
Timeline
Customer Service Specialist
Green Drop Lawn
03.2023 - 06.2023
Billing Support Agent
Skybridge Americas
12.2014 - 12.2022
Project Supervisor
NRG Research Group
10.2011 - 06.2014
Business Management Diploma - Business Management
International Career School
High School Diploma -
Crocus Plains Regional Secondary
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