Kim Gairdner
Devon,AB
Summary
Proven expertise in call center customer service and problem-solving, honed at CIBC. Achieved consistent sales goals, enhancing customer loyalty through personalized solutions. Demonstrated exceptional interpersonal skills and professional phone voice, ensuring client satisfaction and efficient resolution of complex issues.
Overview
13
13
years of professional experience
Work History
Call Center Representative
Government Of Canada - Customs Revenue Agency
02.2006 - 12.2006
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
Customer Care & Sales Solutions
Telus Communications
07.2004 - 02.2006
- Exceeded monthly sales goals consistently while maintaining a balance between quantity sold and customer satisfaction.
- Reduced average call handling time through efficient problem-solving skills while maintaining excellent service quality standards.
- Collaborated with cross-functional teams to resolve complex customer issues, ensuring timely resolution and overall satisfaction.
- Developed personalized solutions for customers, leading to increased loyalty and repeat business.
Administrative Support Agent
Government of Alberta - Child Health Benefit
01.2000 - 07.2004
- Responsible for Data Entry of all new incoming program applications
- Responsible for answering incoming calls in the call centre
- Meeting In-Person clients to help with questions
- Improved client relations by providing prompt responses to inquiries and addressing any concerns effectively.
- Received and reviewed incoming mail and email and responded or routed to appropriate staff to handle personally.
Customer Service Representative
GE Capital
10.1997 - 12.1999
- Received incoming calls in the call centre
- Responsible for approval or denial of credit applications
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Participated in training programs to enhance product knowledge and customer service skills.
Personal Banking Assistant
CIBC
04.1994 - 10.1997
- Responsible for processing all documents for 3 Personal Bankers' clients' transactions
- Responsible for main switchboard for 3 floor building
- Provided exceptional customer service during high-volume periods, effectively managing multiple priorities simultaneously.
- Maintained comprehensive knowledge of banking products, policies, and regulations to provide accurate information to clients.
- Maintained confidentiality of private banking information with discretion, diplomacy and professionalism.
Education
No Degree - Conversational French I
University of Alberta
Edmonton, None02-1998
Diploma - Business Administration
Northern Alberta Institute of Technology
Edmonton, None09-1993
High School Diploma -
Holy Trinity Catholic High School
Edmonton, AB06-1990
Skills
- Call center customer service
- Data entry
- Problem-solving skills
- Cash handling
- Interpersonal skills
- Professional phone voice
Timeline
Call Center Representative
Government Of Canada - Customs Revenue Agency
02.2006 - 12.2006
Customer Care & Sales Solutions
Telus Communications
07.2004 - 02.2006
Administrative Support Agent
Government of Alberta - Child Health Benefit
01.2000 - 07.2004
Customer Service Representative
GE Capital
10.1997 - 12.1999
Personal Banking Assistant
CIBC
04.1994 - 10.1997
No Degree - Conversational French I
University of Alberta
Diploma - Business Administration
Northern Alberta Institute of Technology
High School Diploma -
Holy Trinity Catholic High School
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