Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Kim Dass

Ridgeway,ON

Summary

Driven Customer Support Representative with over 18 years of experience. Problem solver promoting customer satisfaction by resolving concerns and answering questions. Friendly personality improves customer retention and team building. Offers strong computer skills in Word, Excel and web-based applications and delivers exceptional communication with keen attention to detail. Multitasks and thinks critically and analytically to problem solve and produce satisfied customers. Thrives in fast-paced environments, ready to improve internal processes for easier cross-functional support. Team player happy to offer new employees advice on best practices for managing demanding workloads without sacrificing service quality.

Overview

17
17
years of professional experience

Work History

Financial Service Associate, CSA, Head CSR

CIBC
01.2004 - 07.2015
  • Worked effectively in fast-paced environments and leveraged knowledge of cash management, credit, investment and wealth protection to answer questions and provided information to clients.
  • Skilled at working independently and collaboratively in a team environment. Excellent problem solving skiills - Listen, ask questions and ability of pro-active resolve issues. Take accountability for client issues and know when to actively be resourceful to find solutions. Identified issues, analyzed information and provided solutions to problems.
  • Proven ability to learn quickly and adapt to new situations. Efficient multi-tasking and organizational skills - Gained extensive knowledge in data entry, analysis and reporting. Accurately complete processing of various debit and credit applications, prepare and assess client files, book appointments, Team player to successfully improve team production and uncover business opportunities.
  • Learned and adapted quickly to new technology and software applications. Organized and detail-oriented with a strong work ethic.
  • Gained extensive knowledge in data entry, analysis and reporting. Strong communication skills both written and verbal through regular interactions with others.

Customer Service Representative

Bell Mobility
09.2000 - 11.2002
  • Actively listened to customers, handled and resolved customer complaints professionally, aiming to achieve customer satisfaction.
  • Respond promptly to customer inquiries, addressing their concerns, provided accurate information about products/services and maintained up-to-date knowledge of product and service changes through various computer software programs and applications from inbound calls.
  • Fostered a customer-centric culture within the team by consistently reinforcing the importance of empathy, understanding, and patience in all interactions with clients.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts. Strong problem-solving abilities and the capacity to think quickly.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Followed up with customers about resolved issues to maintain high standards of customer service. Empathetic and patient in dealing with client concerns.
  • Educated customers about billing, payment processing and support policies and procedures. Process customer orders, upgrades and service requests efficiently and accurately.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team. Flexibility to adapt to changing processes and procedures.

Administrative Assistant (CO-OP)

Marvin Morten Centre
09.1998 - 06.1999
  • Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed. Opened and properly distributed incoming mail to promote quicker response to client inquiries.
  • Facilitated collaboration within the team by organizing regular meetings, maintaining meeting minutes, and tracking project progress. Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions. Extensive computer software use of MS office; Powerpoint, Word and Excel used to create and maintain databases to track and record customer data.
  • Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
  • Managed phone and email correspondence and handled incoming and outgoing mail and faxes. Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
  • Completed forms, reports, logs, and records to quickly handle all documentation for human resources.

Education

GED -

University of Toronto
Mississauga, ON
2002

Associate of Applied Science - University Arts And Sciences - General Arts And Sciences

Sheridan College Institute of Technology And Advanced Learning
Brampton, ON
06.2001

High School Diploma -

Lorne Park Secondary School
Mississauga, ON
06.1999

Skills

  • MS Office, Financial Information Systems and competent computer skills
  • Calm, Professional Under Pressure and Client Relationship Builder
  • Strong Work Ethic, Analytical Thinker and Client Account Manager
  • Product and service knowledge
  • Call Center Operations and Complaint Resolution
  • Work Prioritization and Accuracy
  • Issue, Problem and Complaint Resolution
  • Data Entry, Customer Relations, Administrative and Office Support
  • Accounts Payable and Receivable

Languages

English
Native or Bilingual

Timeline

Financial Service Associate, CSA, Head CSR

CIBC
01.2004 - 07.2015

Customer Service Representative

Bell Mobility
09.2000 - 11.2002

Administrative Assistant (CO-OP)

Marvin Morten Centre
09.1998 - 06.1999

GED -

University of Toronto

Associate of Applied Science - University Arts And Sciences - General Arts And Sciences

Sheridan College Institute of Technology And Advanced Learning

High School Diploma -

Lorne Park Secondary School

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Kim Dass