Summary
Overview
Work History
Education
Skills
Timeline
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Kim Mackintosh

Kingston,Canada

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Willingness to take on added responsibilities to meet team goals.

Overview

35
35
years of professional experience

Work History

Customer Service Representative

24PetWatch
05.2023 - 07.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.

Customer Service Representative

Sutherland Global
11.2021 - 02.2023
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Handle complex escalations and investigations for customers
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Educated customers on special pricing opportunities and company offerings.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Displayed strong telephone etiquette, effectively handling difficult calls.
  • Handled client inquiries with exceptional professionalism and enthusiasm.
  • Analyzed customer activity to promote safe and secure environment.

Customer Service Associate

Startek
08.2020 - 03.2021
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Upheld quality control policies and procedures to increase customer satisfaction.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Handled large amounts of cash and balanced cash drawer daily within prescribed balancing guidelines.

Owner/Operator

Infinite Vaper
07.2012 - 03.2020
  • Promoted business on social media platforms to maximize brand identity and generate revenue.
  • Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
  • Set pricing structures according to market analytics and emerging trends.
  • Employed and managed vendors by negotiating deliverables, cost and expected quality.
  • Conducted market research activities and competitive analysis to facilitate implementation of aggressive company marketing strategy.
  • Trained teams on specific operations, applicable procedures and techniques for each job site.
  • Enhanced operational performance by developing effective business strategies, systems and procedures.
  • Negotiated with vendors to gain optimal pricing on products resulting in substantial increase in profit margin.

Owner/Operator

Ken's Vacuum Pumping Ltd
03.2000 - 08.2012
  • Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
  • Monitored dispatch board and adjusted call priorities regularly based on caller needs.
  • Tracked changes in computer system to keep records current and accurate.
  • Kept detailed and updated records of calls in physical and electronic databases.
  • Reviewed routes, daily traffic and weather conditions to adjust plans, meeting daily requirements and service needs.
  • Answered customer requests with information about product availability, shipping information and status updates.
  • Supervised driver dispatching, route planning and vehicle tracking for over 14 drivers.
  • Recorded complaints and discussed possible solutions with customers to prevent negative word of mouth.
  • Scheduled loads according to priority and available equipment.
  • Responded immediately to emergencies by initiating outbound calls to police agencies and emergency contacts.

Secretary to the Director of Negotiations

United Steelworkers Union
03.1996 - 04.1998
  • Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
  • Answered multi-line phone system and enthusiastically greeted callers.
  • Maintained daily report documents, memos and invoices.
  • Scheduled appointments and conducted follow-up calls to clients.
  • Prepared professional correspondence, including memos, letters, and emails, ensuring accuracy and timeliness.

Secretary to the Director of HR

Bombardier Transit
11.1989 - 03.1996
  • Filed paperwork, sorted and delivered mail, and maintained office organization.
  • Organized new employee orientation schedules for new hires.
  • Delivered friendly assistance with new hires throughout interviewing and hiring process.
  • Screened applicant resumes and coordinated both phone and in-person interviews.
  • Created and completed personnel action forms for hires, terminations, title changes and terminations.
  • Assisted with on-boarding process of 20 new hires per day.
  • Posted positions through approved recruitment channels.
  • Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
  • Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.

Education

Bachelor of Science - Software Specialist System Business Analyst

St. Lawrence College
Kingston, ON
06.1990

Skills

  • Technologically savvy
  • Conflict mediation
  • Courteous demeanor
  • Problem-solving abilities
  • Route management
  • Store maintenance
  • Adaptive team player
  • Schedule mastery
  • Transportation solution development
  • Microsoft Office expertise

Timeline

Customer Service Representative

24PetWatch
05.2023 - 07.2024

Customer Service Representative

Sutherland Global
11.2021 - 02.2023

Customer Service Associate

Startek
08.2020 - 03.2021

Owner/Operator

Infinite Vaper
07.2012 - 03.2020

Owner/Operator

Ken's Vacuum Pumping Ltd
03.2000 - 08.2012

Secretary to the Director of Negotiations

United Steelworkers Union
03.1996 - 04.1998

Secretary to the Director of HR

Bombardier Transit
11.1989 - 03.1996

Bachelor of Science - Software Specialist System Business Analyst

St. Lawrence College

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Kim Mackintosh