Lorraine Calhoun
Customer Support Agent
St. Stephen,NB
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Customer Service position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
21
21
years of professional experience
2
2
years of post-secondary education
13
13
Certifications
Work History
Customer Service Representative
Foundever
|Miami, FL
2 2022 - 3 2023
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Managed timely and effective replacement of damaged or missing products.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Maintained up-to-date knowledge of product and service changes..
- Investigated and resolved accounting, service and delivery concerns.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Assisted department with email-based and phone support when call center was busy or short-staffed.
- Worked closely with each customer to carefully resolve issues within timely fashion.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Cross-trained between a couple different clients
- Responded proactively and positively to rapid change.
- Handled customer inquiries and suggestions courteously and professionally..
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Created personalized solutions for customers experiencing unique challenges or hardships, demonstrating empathy and genuine concern.
Customer Service Advisor
Concentrix
Moncton, NB
10.2021 - 12.2021
- Maintained and managed customer files and databases.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Escalated customer issues to management for appropriate action to be taken.
- Investigated and resolved customer inquiries and complaints quickly.
- Evaluated customer data to identify and prevent fraudulent activities.
- Reviewed reports and individual transactions which appeared suspicious to uncover possible fraudulent activity.
- Worked with third-party vendors to access and analyze data and systems.
- Implemented internal controls to maintain integrity and accuracy of financial records.
- Summarized all key information regarding investigation into detailed report for delivery to client.
- Analyzed financial statements to identify discrepancies, irregularities and fraudulent activity.
Warehouse Worker
Ganong Brothers
St. Stephen, NB
08.2014 - 12.2014
- Maintained clean workspaces by enforcing strict housekeeping guidelines for storage areas, dock bays, and equipment zones.
- Reduced order processing times with streamlined picking, packing, and shipping procedures.
- Increased accuracy of inventory records through meticulous documentation and regular audits.
- Exceeded daily production targets consistently through dedication to efficient task completion while minimizing errors or delays in the process.
- Contributed to cost reduction efforts by identifying areas of waste or inefficiency in warehouse operations and suggesting improvements.
- Demonstrated flexibility in adapting to changes in job duties or shifts when necessary due to fluctuating workload demands.
- Strengthened teamwork among colleagues by assisting others when needed without compromising personal responsibilities.
- Improved warehouse efficiency with careful organization and storage of inventory.
- Maintained a clean and safe work environment to prevent accidents and facilitate productivity.
- Streamlined order fulfillment by effectively picking, packing, and shipping products.
- Cleaned, sanitized and maintained equipment and storage areas to comply with health regulations and quality standards.
- Kept warehouse areas free of debris and safe for employees with proper storage and maintenance of machinery, tools and supplies.
- Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
- Pre-assembled containers to be easily selected by packing associates.
- Worked with customers to pack items according to specific desires and requirements.
- Disposed of damaged or defective items or coordinated returns to vendors for covered items.
- Coordinated efficient organization, palletizing and transportation of completed packages.
- Consistently lifted materials weighing as much as 50 pounds
Customer Service Representative
RMH Telecommunications
Saint J, NB
01.2001 - 03.2009
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Developed and updated databases to handle customer data.
- In and outbound call handling
- Contacted customers after sales process to drive ongoing customer satisfaction and resolve issues and complaints.
- Opened new accounts and documented personal, demographic, and payment information in system.
- Educated customers on product and service benefits, explaining features and answering questions.
- Developed extensive knowledge of products and services to better assist customers.
- Implemented upselling techniques to increase revenue and move product.
- Generated leads and established relationships with potential customers through outbound telephone calls.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Utilized sales techniques to build customer interest and close sales.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Observed and learned changing customer requirements and adapted sales strategies as needed.
- Attended telephone skills and program information training sessions to boost aptitude.
- Negotiated pricing and payment terms with customers when possible to close deals.
- Pitched products and services to potential customers, securing new deals and sales opportunities.
Education
Associate of Arts - General Office
Compu College
Saint John, NB 01.1994 - 01.1995
High Scchool - Grade 12 Diploma
Harborview High
Saint John, NB 01.1993 - 01.1994
Skills
Research
Salesforce
Help Desk
Microsoft Windows
Customer Service
Excellent Communication
Multitasking
Time Management
LiveChat Messaging
Product Knowledge
Understanding Customer Needs
Billing Adjustments and Refunds
Problem-solving abilities
Issue and Complaint Resolution
Interpersonal Skills
Following scripts
Phone Etiquette
CRM Knowledge
Certification
Cold Calling (9 years)
Timeline
Customer Service Advisor
Concentrix
10.2021 - 12.2021
Warehouse Worker
Ganong Brothers
08.2014 - 12.2014
Customer Service Representative
RMH Telecommunications
01.2001 - 03.2009
Associate of Arts - General Office
Compu College
01.1994 - 01.1995
High Scchool - Grade 12 Diploma
Harborview High
01.1993 - 01.1994
Customer Service Representative
Foundever
2 2022 - 3 2023