MA. CARLA MASINDA
Calgary,Canada
Summary
Results-driven Customer Service and Client Care Professional with 20 years of experience in customer service, sales, and account management. Skilled in resolving complex issues, fostering client relationships, and achieving performance targets. Proficient in managing inquiries via phone, email, chat, and SMS using CRM platforms, including Salesforce.
Overview
22
22
years of professional experience
Work History
Home Services Advisor
ATCO Energy
Calgary, Canada
08.2025 - Current
- Deliver exceptional customer service and support residential customers through phone, chat and email interactions.
- Manage customer inquiries, service requests, complaints, and escalations while ensuring timely resolution and positive customer outcomes.
- Follow up with customers after service completion to ensure satisfaction and identify opportunities to enhance customer experience.
- Investigate and resolve customer concerns related to services, billing, contracts, appointments, and service delivery.
- Support retention efforts by addressing customer concerns, providing tailored solutions, and strengthening customer relationships.
- Coordinate with internal teams and service partners to schedule, monitor, and complete home service appointments and repair requests.
- Act as a liaison between customers and service partners to facilitate communication and ensure service expectations are met.
- Utilize Salesforce and other customer management systems to document customer interactions, track service requests, and maintain accurate records.
Energy Advisor
ATCO Energy
Calgary, Canada
01.2024 - 08.2025
- Educated customers on ATCO Energy products, plans, promotions, and energy solutions to help meet their individual needs.
- Delivered exceptional customer service and account support to residential energy customers through phone, email, and chats.
- Assisted customers with electricity and natural gas inquiries, billing questions, service requests, and account maintenance to enhance customer understanding and satisfaction.
- Investigated and resolved customer concerns, billing disputes, service issues, and complex inquiries efficiently, ensuring timely resolution and customer trust.
- Proactively identified and implemented strategies to enhance customer satisfaction, retention, and overall experience.
- Collaborated with internal departments to resolve escalated customer issues and ensure seamless service delivery.
- Maintained a thorough understanding of energy products, rates, regulatory requirements, and company policies.
Client Care Representative
TELUS Mobility and Home Solutions
Calgary, Canada
10.2019 - 10.2023
- Delivered exceptional customer support through phone, email, SMS, and digital channels.
- Identified customer needs and provided tailored solutions to enhance customer satisfaction.
- Focused on first-contact resolution to reduce repeat calls and increase customer loyalty.
- Consistently met and exceeded sales and performance targets.
- Promoted TELUS Mobility and Home Solutions products and services to enhance customer engagement and drive sales.
- Troubleshot mobility devices, home services, and network-related issues to resolve customer concerns effectively.
- Managed customer cases through Salesforce and CASA systems, ensuring timely resolution.
- Conducted credit checks, account setup, activations, and service changes using multiple CRM platforms.
- Educated customers on self-serve digital platforms to empower them and streamline their support experience.
Client Care Representative
TELUS Mobility
Calgary, Canada
05.2016 - 10.2019
- Delivered customer support through phone, chat, email, and SMS channels.
- Oversaw customer cases to achieve positive outcomes and maintain high satisfaction levels.
- Addressed billing inquiries, disputes, and payment arrangements to resolve account concerns effectively.
- Activated new services and processed renewals while maintaining customer privacy and security standards.
- Facilitated order processing and account management for retail stores, dealers, and corporate sales teams to streamline operations.
- Conducted basic troubleshooting for wireless devices and network issues.
Client Care Representative
TELUS Wireline
Calgary, Canada
01.2015 - 05.2016
- Supported residential and small business customers with TELUS Home Solutions products and services.
- Processed orders for internet, television, and home phone installations.
- Coordinated with internal departments and field technicians to resolve customer issues, enhancing overall customer satisfaction.
- Assisted customers with service moves, product changes, billing inquiries, and technical concerns.
- Managed customer cases and follow-up activities, ensuring timely resolutions and positive customer experiences.
- Mentored and trained new employees on customer service best practices, fostering a knowledgeable and effective team.
Inside Sales Coordinator / Customer Service Representative
Sysco Food Services of Canada, Inc.
Calgary, Canada
06.2008 - 04.2011
- Provided customer service and sales support through phone, email, and in-person interactions.
- Resolved customer complaints and concerns regarding products and services to enhance satisfaction.
- Supported outside sales representatives in managing accounts and expanding territory sales.
- Coordinated special orders and deliveries while adjusting invoices and addressing customer requests.
- Processed customer orders and maintained accurate records.
- Managed inventory shortages, substitutions, and emergency requests.
- Maintained sales reports, product information, and merchandising materials.
- Consistently met service, productivity, and performance objectives.
Customer Service Specialist
Globe Telecom
Mandaluyong City, Philippines
09.2004 - 11.2007
- Supported corporate and individual telecommunications customers through inbound and outbound communications.
- Assisted with account setup, activation, service inquiries, and billing concerns.
- Managed customer complaints, coordinating issue resolution with internal departments to enhance customer satisfaction.
- Conducted customer retention activities, effectively reducing account cancellations through targeted engagement.
- Provided technical support and troubleshooting for mobile devices and services.
- Prepared reports and maintained accurate customer records to support operational efficiency and informed decision-making.
Education
Bachelor of Science - Business Administration, Major in Marketing Management
De La Salle University
Philippines03-2004
Secondary Education -
Immaculate Conception Academy
Philippines03-2000
Skills
- Customer Service Excellence
- Complaint Resolution
- Customer Escalation Management
- Customer Retention
- Client Relationship Management
- Account Management
- Customer Journey Management
- Sales & Upselling
- Salesforce & CRM Systems
- Technical Troubleshooting
- Billing & Dispute Resolution
- Service Coordination
- Vendor & Service Partner Relations
- Appointment Scheduling
- Data Entry & Documentation
- Process Improvement
- Quality Assurance Follow-up
- Multitasking & Time Management
- Written & Verbal Communication
- Team Collaboration
- Cross-functional Collaboration
- Conflict Resolution
- Multitasking & Time Management
Professional References
Available upon request.
Timeline
Home Services Advisor
ATCO Energy
08.2025 - Current
Energy Advisor
ATCO Energy
01.2024 - 08.2025
Client Care Representative
TELUS Mobility and Home Solutions
10.2019 - 10.2023
Client Care Representative
TELUS Mobility
05.2016 - 10.2019
Client Care Representative
TELUS Wireline
01.2015 - 05.2016
Inside Sales Coordinator / Customer Service Representative
Sysco Food Services of Canada, Inc.
06.2008 - 04.2011
Customer Service Specialist
Globe Telecom
09.2004 - 11.2007
Bachelor of Science - Business Administration, Major in Marketing Management
De La Salle University
Secondary Education -
Immaculate Conception Academy