Summary
Overview
Work History
Education
Skills
Languages
Volunteer Work
Timeline
Generic

Lindsay Ferreira

Wasaga Beach,ON

Summary

Diligent customer service professional successful at satisfying different types of customers with creative and knowledgeable solutions. Leads teams of customer service-focused professionals to improve customer ratings, reduce complaints and increase business.

Overview

8
8
years of professional experience

Work History

Customer Experience Professional

Imperial Dade Canada
10.2019 - 04.2024
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
  • Documented customer interactions in internal database to maintain customer service history details.
  • Engaged in cross-selling and up-selling activities to enhance customers' experiences and generate revenue.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Maintained extensive knowledge of company products to recommend items aligned with customer needs.
  • Reduced process inconsistencies and effectively trained team members on best practices and protocols.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Promptly responded to inquiries and requests from prospective customers.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Customer Service Representative

Authorized Parking Only
08.2016 - 02.2018
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided primary customer support to internal and external customers.
  • Responded to customer requests for products, services, and company information.
  • Updated account information to maintain customer records.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Tracked customer service cases and updated service software with customer information.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained staff on operating procedures and company services.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.

Education

Associate of Science - Pre-Health Sciences

Sheridan College
Brampton
09.2021

High School Diploma -

King City High
King City
06.2009

Skills

  • Client Advocacy
  • Trend Monitoring
  • Request Management
  • Promotional Support
  • Order Processing
  • Account Management
  • Call Documentation
  • Customer Service
  • Microsoft Word/ Excel/ Powerpoint
  • Data Management
  • Salesforce CRM
  • Data Entry

Languages

English
Native or Bilingual

Volunteer Work

Road Hockey to Conquer Cancer- September 2012- Present 

Game day Referee


Dog Tails- May 2019- October 2019 

Volunteered within the dog rescue in various positions


Maximo Nivel- June 2011- August 2011

Traveled to Costa Rica to aid and support to an Orphanage


A Broader View Volunteer Corp.  July 2009- September 2009

Traveled to Kenya to aid and support to an orphanage and a local school.



Timeline

Customer Experience Professional

Imperial Dade Canada
10.2019 - 04.2024

Customer Service Representative

Authorized Parking Only
08.2016 - 02.2018

Associate of Science - Pre-Health Sciences

Sheridan College

High School Diploma -

King City High

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Lindsay Ferreira