Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. Offers skill with CRM systems paired with outstanding active listening and multitasking abilities.
Hi, I’m
Lenesher McPherson
Stittsville,Canada
Summary
Overview
12
years of professional experience
Work History
GotcareNepean, Ontario
Personal Support Worker
07.2024 - Current
Job overview
- Assessed physical condition of patients and identified health problems requiring further medical intervention.
- Followed safe lifting and transferring techniques to transport residents.
- Provided companionship to isolated or lonely clients by engaging in conversation and accompanying them on outings.
- Provided personal hygiene assistance including oral care, shampooing hair, changing bed linens.
- Assisted clients with daily activities such as bathing, dressing, and grooming.
- Maintained a safe environment for clients by ensuring all equipment is properly stored when not in use.
- Educated families about the patient's condition and provided support during difficult times.
- Prepared meals according to dietary needs of individuals served.
- Developed positive relationships with patients by demonstrating empathy and respect for their needs.
- Performed light housekeeping duties such as laundry services for residents.
- Administered medications according to physician's orders and monitored responses to treatment regimens.
- Maintained daily living standards by assisting clients with personal hygiene needs.
- Assisted with meal planning to meet nutritional plans.
Culligan of Canada Nepean, Ontario
Customer Service Representative
10.2023 - Current
Job overview
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries via phone, email, and chat.
- Identified opportunities for upselling additional products or services based on customer needs.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Developed positive relationships with customers through friendly interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
Airbnb
Customer Service Representative
01.2019 - 12.2022
Job overview
- Communicated effectively with customers, actively listened, sought clarification, and demonstrated empathy to ensure a complete understanding of their needs
- Focused on solving customer needs while maintaining confidentiality, following policies and procedures, and providing a professional and friendly customer service experience
- Demonstrated resilience and the ability to manage difficult customer situations, used problem-solving skills, and responded promptly to and prioritized customer needs
- Utilized strong problem-solving skills to identify and resolve customer-facing issues in a timely manner, including via Salesforce, and delivered results that positively impacted the customer experience
- Handled a high volume of calls per day in a fast-paced industry while maintaining a high level of customer service and providing tailored solutions to meet customer needs
- Was self-motivated and self-monitored, provided a quiet and professional workspace at home, and demonstrated the ability to work independently and as part of a team
Allstate Online
Customer Service Representative
01.2013 - 12.2018
Job overview
- Processed auto claims for both Allstate and non-Allstate customers, demonstrating proficiency in navigating Allstate's internal systems to efficiently gather and document details from an auto accident and assign the claim to a claims adjuster
- Communicated with customers with empathy, applying active listening skills to understand their concerns and provide guidance and reassurance throughout the claims process
- Assisted customers with their billing questions and provided detailed explanations of charges on their bills, demonstrating strong communication and customer service skills
- Helped customers process payments and resolved any payment issues that arose, ensuring customer satisfaction
- Used appropriate rebuttals and persuasion techniques to retain customers who wished to cancel, transferring them to the appropriate department if needed
- Reviewed customer accounts and proactively offered additional services based on their needs and preferences, leveraging probing skills to identify the best fit
- Scheduled installation appointments for internet and TV services for AT&T and DirecTV, coordinating with customers and installation teams to ensure a smooth process
- Consistently followed rules and procedures to meet and exceed key performance indicators (KPIs), including call handle time, customer satisfaction ratings, and sales targets
- Maintained accurate and up-to-date documentation of each customer interaction, adhering to company policies and procedures related to data privacy and security
- Reviewed coverage information with customers and explained policy details to ensure they fully understood their benefits and options
- Coordinated car rental and automobile repairs with third-party vendors and customers, providing timely updates and ensuring customer satisfaction
- Maintained accurate and up-to-date documentation of each claim, adhering to Allstate's policies and procedures related to data privacy and security
- Consistently met or exceeded key performance metrics, including quality assurance scores and customer satisfaction ratings
Education
St Nicholas High School Ottawa, ON
High School Diploma
06-2024
University Overview
Divine Rock Academy Québec, QC
Certificate from Personal Support Aid
12-2023
University Overview
Stony Hill Heart Academy
Level 1 & 2 Business Administration from Business
01.2009
University Overview
Glengoffe High School
High School Diploma
01.2005
University Overview
Coulbourne College
Some College (No Degree) from Business Administration and Management
University Overview
Skills
- Customer support
- Multitasking
- Fast learning
- Microsoft Office
- Problem-solving
- Communication
- Active listening
- Empathy
- Clear communication
- Adaptability
- Time Management
- Written communication
- Attention to detail
- Strong teamwork
- Empathy and patience
- Customer satisfaction measurement
- Inbound and outbound calling
- Administrative support
- Product knowledge
- Time management
- Building rapport
- Positive and professional
- Payment processing
References
References
Available upon requestPersonal Information
Personal Information
Legal Status: Permanent ResidentTimeline
Personal Support Worker
Gotcare
07.2024 - Current
Customer Service Representative
Culligan of Canada
10.2023 - Current
Customer Service Representative
Airbnb
01.2019 - 12.2022
Customer Service Representative
Allstate Online
01.2013 - 12.2018
St Nicholas High School
High School Diploma
Divine Rock Academy
Certificate from Personal Support Aid
Stony Hill Heart Academy
Level 1 & 2 Business Administration from Business
Glengoffe High School
High School Diploma
Coulbourne College
Some College (No Degree) from Business Administration and Management
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