Kimesha Caesar
Edmonton,Alberta
Summary
Compassionate professional with 17 years of experience in client relations and community support. Specializes in communication, empathy, and conflict resolution to build trust and foster connections. Pursuing education in Community Support at Robertson College while leveraging service and organizational skills to assist individuals and communities with professionalism.
Highly skilled Customer Loyalty Specialist with strong background in fostering customer relationships, driving customer retention and advocating for brand loyalty. Possesses in-depth understanding of customer service practices and CRM systems. Known for exceptional problem-solving abilities, adept communication skills, and ability to implement successful loyalty programs that enhance customer engagement. Demonstrated history of positively impacting business growth through improved customer satisfaction rates and increased repeat business.
Overview
20
20
years of professional experience
Work History
Customer Loyalty Specialist
TELUS
Edmonton, AB
04.2014 - Current
- Foster customer loyalty by delivering personalized solutions and nurturing long-term relationships, resulting in improved customer retention.
- Managed client concerns with empathy and professionalism, enhancing satisfaction and increasing retention rates.
- Resolved customer complaints related to their experience with the loyalty program.
- Resolved complex customer issues through effective communication and problem-solving skills.
- Collaborated with cross-functional teams to improve the customer experience.
- Mentored new employees and encouraged teamwork through collaboration and positive communication, strengthening team dynamics.
- Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
Customer Service Representative
Shaw Cable
01.2012 - 02.2014
- Supported team by taking on additional roles to enhance overall service delivery.
- Guided customers through service inquiries and managed account issues to ensure satisfaction.
- Handled service requests and arranged technician appointments to facilitate timely resolutions.
- Resolved technical issues related to cable service and equipment.
Fraud Prevention Specialist
Capital One
Montreal, Quebec
01.2007 - 01.2012
- Supported team operations through effective coordination of daily activities.
- Investigated flagged accounts to identify suspicious activities and patterns.
- Investigated flagged accounts to uncover suspicious activities and discern patterns.
- Collaborated with cross-functional teams to develop and refine fraud prevention strategies.
Education
Community Support Worker Diploma -
East West College
Edmonton, ABHigh School Diploma -
Montreal-St. Laurent Adult
Montreal, QCHigh School Diploma -
Bethel High School
St. Vincent and the GrenadinesSkills
- Customer loyalty tactics
- Customer retention
- Case resolution
- Customer journey mapping
- CRM software
- Conflict Resolution and Crisis Response
- Team Collaboration and Leadership
- Cross-functional teamwork
- Negotiation techniques
- Adaptability & Problem Solving
- Time management
- Documentation & Record-Keeping
- Client communication
- Teamwork
- Emotional intelligence
Timeline
Customer Loyalty Specialist
TELUS
04.2014 - Current
Customer Service Representative
Shaw Cable
01.2012 - 02.2014
Fraud Prevention Specialist
Capital One
01.2007 - 01.2012
Community Support Worker Diploma -
East West College
High School Diploma -
Montreal-St. Laurent Adult
High School Diploma -
Bethel High School