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
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
Similar Profiles
Erika GordonErika Gordon
Customer Support Specialist at FoundeverCustomer Support Specialist at Foundever
Tafaranashe KadohwataTafaranashe Kadohwata
Customer Service Representative at FoundeverCustomer Service Representative at Foundever
Markeshia DavisMarkeshia Davis
PCA at FoundeverPCA at Foundever
Max Centeno GonzalezMax Centeno Gonzalez
Customer Service Representative at FoundeverCustomer Service Representative at Foundever
Tricia DeWittTricia DeWitt
Dietary Dept at HorizonDietary Dept at Horizon