Kerry M Dean
Ottawa,Canada
Summary
Looking to obtain a challenging position that leverages advanced customer service skills and extensive industry knowledge. Proven ability to enhance customer satisfaction through effective communication and problem-solving strategies. Committed to fostering positive relationships and delivering exceptional support in fast-paced environments. Focusing on team success.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Elections Support Specialist
Elections Canada
02.2025 - 05.2025
- Provided expert guidance on electoral processes to enhance voter understanding and participation.
- Resolved complex elections Canada candidates inquiries, ensuring high satisfaction through effective communication and problem-solving.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls and chats while maintaining excellent call quality standards and adhering to elections protocol
- Analyzed customer feedback to identify trends, driving initiatives for process improvements in service delivery.
Customer Account Manager /Trainer
Government Of Canada (Canadian Dental Care Plan)
01.2024 - 02.2025
- Coordinated cross-functional teams to resolve customer issues promptly and efficiently.
- Analyzed customer feedback to identify trends and implement process improvements.
- Trained junior staff on best practices in account management, fostering team development.
- Resolved complex customer inquiries through effective problem-solving and conflict resolution strategies.
- Led training sessions for staff on best practices in account management and customer service excellence.
- Oversaw implementation of new tools and systems to support improved customer interaction tracking.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Evaluated customers' potential needs to make appropriate recommendations.
Emergency Response Center Operator
PALADIN SECURITY
09.2021 - 01.2024
- Fast pace response center responsible for coordinate the emergency response nation wide
- Use exceptional customer service skills while remaining calm in stressful situations
- Actively listen and summarize information for emergency response
- Remain focused while working remotely in a fast-paced environment
- Daily communications with E.M.S, R.C.M.P, Fire Department, and Ambulance Services
- Daily response to multiple alarms ex. Fire, Panic, Hold up alarms, Elevator, Burglary
Manager / Contractor
INSIDE PHONE
05.2018 - 04.2021
- Resolving customer complaints
- Manage and trouble shoot phone lines
- Manage escalations and retention
- Process and activate new account requests
- Work with little supervision
Community Engagement Manager
OTTAWA FESTIVALS
04.2018 - Current
- Responsible for fast paced customer-based phone collect calling services.
- Resolving customer complaints Manage and trouble shoot phone lines Manage escalations and retention Process and activate new account requests Work with little supervision, Youth Volunteers and Community Stage Coordinator Responsible for 110 stage acts and 60 volunteers for an 11 day-long Ottawa event.
- Managed the recruiting, reviewing, signing, and scheduling of performer's stage acts.
- Responsible for volunteer recruiting, scheduling, orientation and training.
- Special events planning for Sponsor's Dinner and Volunteer Certificate Evening Gala.
Customer Service Specialist II
J2 GLOBAL COMMUNICATIONS/CLOUD SERVICES
05.2014 - 07.2018
- Respond to email tickets, phone calls and live chats to assist customers with a broad range of technical and cloud services.
- Track incidents in help desk ticketing system.
- Perform other various assigned tasks, such as document creation, staff and customer training, process improvement, and product testing.
- Aid with social media-porting and online chat when required.
- Exercise knowledge on internet protocols such as TCP/IP, DNS, FTP, and SSL.
Customer Service Project Manager
ADOBE SYSTEMS INC
11.2009 - 11.2010
- Implemented new Concierge Desk Team for the Live Cycle Enterprise Team.
- Supported case logging and assignment for the Live Cycle technicians.
- Managed Enterprise Technical Support Project email to ensure proper routing of emails.
- Identified cases/issues that need immediate action from a support consultant.
- Prioritized duties based on criteria from the support team and utilized in new S.A.P system.
Customer Service Representative
ROGERS COMMUNICATIONS
01.2008 - 01.2009
- Troubleshooting cell phones and optimized data plans
- Maximized satisfaction by anticipating needs and consistently offering expert support.
- Investigated and resolved customer concerns related to order inquiries and delivery tracking.
- Protected customer and company information with strict use of established security procedures.
- Answered customer questions about policies and procedures with friendly and knowledgeable approach.
- Followed up with previously assisted customers to offer additional support and check satisfaction with resolutions.
Financial Service Representative
YOUR CREDIT UNION YCU CO-OP BANK
03.2001 - 06.2007
- Responsible for daily member transactions, balancing, and ATM transactions Accessing the financial needs of members for loans, mortgages and RSPs.
- Performed customer service and reception duties for fast-paced online banking.
- Prepared foreign drafts and Canadian Money Orders for members.
- Promoted and processed travel insurance and Cutes MasterCard., Designed customized service combinations for individual clients based on their needs.
Skills
- Demonstrated track record of providing excellent customer service
- Highly developed management, delegation, and business etiquette skills
- Able to identify customer issues, clarify information, and resolve escalating conflicts
- Excellent inter-personal skills and the ability to communicate clearly
- Ability to remain calm in high stress situations and maintain a flexible attitude
- Computer skills include: Word, Excel, PowerPoint, Outlook, Connect, SAP and Adobe
Certification
- Emergency Monitoring Operations Certification 2023
- B.C. Security Guard Licensee
- Certification in Volunteer Coordination and Community Event Planning/Job Creation Ottawa
- Customer Service Training Camp/Skills Program Ontario Woks/ Enterprise Team Canada
- Health and Fitness Assessment Certificate Program / Algonquin College, Ottawa
- Smart Serve Certified
Timeline
Elections Support Specialist
Elections Canada
02.2025 - 05.2025
Customer Account Manager /Trainer
Government Of Canada (Canadian Dental Care Plan)
01.2024 - 02.2025
Emergency Response Center Operator
PALADIN SECURITY
09.2021 - 01.2024
Manager / Contractor
INSIDE PHONE
05.2018 - 04.2021
Community Engagement Manager
OTTAWA FESTIVALS
04.2018 - Current
Customer Service Specialist II
J2 GLOBAL COMMUNICATIONS/CLOUD SERVICES
05.2014 - 07.2018
Customer Service Project Manager
ADOBE SYSTEMS INC
11.2009 - 11.2010
Customer Service Representative
ROGERS COMMUNICATIONS
01.2008 - 01.2009
Financial Service Representative
YOUR CREDIT UNION YCU CO-OP BANK
03.2001 - 06.2007