Larhonda Hildebrandt
Prince George,BC
Summary
Dynamic Customer Service Representative with TELUS, recognized for enhancing customer satisfaction and loyalty through effective communication and conflict resolution. Proven ability to exceed performance metrics and contribute to sales growth by leveraging product knowledge and active listening skills. Committed to delivering exceptional service and training new team members for success.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
TELUS
03.2010 - Current
- Managed requests related to product availability, service options, and corporate data.
- Increased customer loyalty through effective communication and developed strong connections.
- Handled challenging customer concerns, reaffirming company’s dedication to excellence.
- Documented all customer interactions comprehensively.
- Collaborated with various departments to elevate overall customer experience.
- Trained new hires on procedural guidelines and organizational frameworks.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Demonstrated flexibility and efficiency in evolving situations.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Duchess Park Secondary
Prince George, BCHotel And Resorts - Hotel Management
Sprott Shaw College
Prince George, BC06.2003
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Call center experience
- Computer proficiency
- Conflict resolution
- Customer satisfaction measurement
- Call management
- Product knowledge
- Order processing
- Documentation
Languages
English
Elementary
Timeline
Customer Service Representative
TELUS
03.2010 - Current
Duchess Park Secondary
Hotel And Resorts - Hotel Management
Sprott Shaw College
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