Lauren Zimak
Thunder Bay,Ontario
Summary
Successful Customer Service Agent with over 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
13
13
years of professional experience
Work History
Customer Service Advisor
Tbaytel
02.2018 - Current
- Developed rapport with customers, fostering long-term relationships and repeat business.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Reached out to customers to offer assistance with account and service issues, as well as propose new service choices such as Fibre upgrades, new mobility plan options and offering our new TV platform.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
Customer Service Agent
Jazz Aviation
11.2016 - 06.2024
- This job required me to use my customer service skills every single day while checking passengers in for their flights quickly, efficiently and with professional knowledge
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Archivist
Cheadles LLP
07.2017 - 02.2018
- This job included filling, scanning, archiving and shredding case files as well as retrieving files for lawyers and law clerks
- I was also entrusted to relieve the receptionist whenever needed which challenged my multi-tasking, organization and customer service skills.
Server
Kelsey's Thunder Bay
02.2014 - 06.2017
- The job included giving every guest the best customer service possible while serving tables, making drinks, dealing with guest's issues in an efficient, professional and fun way.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
Class Instructor
Thunder Bay 55 Plus Centre
10.2013 - 03.2017
- This job required teaching adults over the age of 55 how to use their iPads and iPhones as well as Facebook
- The goal was to answer all question making it easiest to understand and replicate as well as teaching them things that they didn't know they could use.
Volunteer Coordinator
Volunteer Thunder Bay
06.2015 - 11.2015
- This was a summer position which opened me up to the non-profit world, it put me in touch with both young and old volunteers as well as many major non-profit organizations in the city of Thunder Bay and match them to make the best pairing that works for both the volunteer and organization.
- Developed training materials and workshops to equip volunteers with necessary skills and knowledge.
- Established strong relationships with local organizations, fostering collaboration and expanding volunteer opportunities.
Cashier and Supervisor
Shoppers Drug Mart
06.2011 - 02.2014
- My job as a cashier was to efficiently give exceptional customer service, handling money and practicing great time management skills, which I needed once I became a Supervisor
- As supervisor I coordinated all the breaks per shift for about 10 of my coworkers, daily bank deposit as well as daily safe counts to ensure everything is balanced.
Education
General Business program -
Fanshawe College
High School Diploma -
St. Patrick High School
06.2013
Bachelor of Science in Nursing Program -
Lakehead University
12.2014
Skills
- Customer Service
- Organization
- Time Management
- Conflict Resolution
- Training and mentoring
- Escalation management
- Customer Education
- Critical Thinking
- Active Listening
Timeline
Customer Service Advisor
Tbaytel
02.2018 - Current
Archivist
Cheadles LLP
07.2017 - 02.2018
Customer Service Agent
Jazz Aviation
11.2016 - 06.2024
Volunteer Coordinator
Volunteer Thunder Bay
06.2015 - 11.2015
Server
Kelsey's Thunder Bay
02.2014 - 06.2017
Class Instructor
Thunder Bay 55 Plus Centre
10.2013 - 03.2017
Cashier and Supervisor
Shoppers Drug Mart
06.2011 - 02.2014
General Business program -
Fanshawe College
High School Diploma -
St. Patrick High School
Bachelor of Science in Nursing Program -
Lakehead University
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