Summary
Overview
Work History
Education
Skills
References
Timeline

Lorraine Day

St. Stephen

Summary

Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new all the.

Overview

20
20

Years of customer support via inbound/outbound

Work History

Customer Support Specialist

Sydney Call centre
New Brunswick
12.2024 - 07.2025
  • Provided timely assistance to customers via inbound/outbound channels
  • Resolved customer inquiries by utilizing knowledge of company products and services.
  • Documented customer interactions in the customer relationship management system.
  • Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.

Customer Support Agent

Foundever
Miami
2 2022 - 3 2023
  • Regularly updated account information to maintain accurate customer records
  • Resolved product or service complaints by clarifying customer issues and determining root cause of problems
  • Provided top-notch customer care by promptly responding to inquiries, assisting customers with selecting products, and efficiently managing ordering processes
  • Proactively engaged customers by asking strategic questions to determine the most suitable offerings for their needs
  • Acquired versatile skills through cross-training on different client projects
  • Built strong customer relationships by actively listening to their needs and concerns, resulting in increased client loyalty and positive feedback.

Support Analyst

Concentrix
Moncton
10.2021 - 12.2021
  • Created detailed documentation for all support related tasks including problem resolution steps and best practices.
  • Documented user information, issue details and solutions on service tickets and closed tickets upon resolution.
  • Documented and tracked cases in system, updating details for repeat support requests.
  • Maintained records of data communication transactions, problems, and remedial actions
  • Collected, analyzed and reported on data for use in operational planning.
  • Maintained audit trail and statistical records of problems and conditions reported by client.

Education

General Office Assistant - Associate

Compu College , Saint John, NB
01-1996

Skills

  • Order Processing
  • Problem resolution
  • Active listening
  • Customer communication and empathy
  • Customer Service
  • LiveChat Messaging
  • Professional phone voice
  • Time management abilities
  • Organizational Skills
  • Time Management
  • Billing Adjustments and Refunds
  • Product Knowledge

References

References available upon request.

Timeline

Customer Support Specialist - Sydney Call centre
12.2024 - 07.2025
Support Analyst - Concentrix
10.2021 - 12.2021
Customer Support Agent - Foundever
2 2022 - 3 2023
Compu College - General Office Assistant, Associate

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Lorraine Day