Summary
Overview
Work History
Education
Skills
Languages
Timeline
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MARK CANONIGO

Toronto

Summary

Knowledgeable and dedicated customer service professional with extensive experience in Customer support industry. Solid team player with outgoing, positive demeanor. Proven top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Energetic and results-oriented with exemplary passion for delivering quality service maintaining professional relationships to increase profitability and drive business results

Overview

17
17
years of professional experience

Work History

Retention Customer Service Representative

Single Point GI
08.2021 - 05.2024
  • Actively listened to customers, handled escalations cases, and provided detailed resolution to the customer in a timely manner
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
  • Bolstered customer retention by creating and offering unique discount options and inspiring interest in new products
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
  • Handled customer inquiries and suggestions courteously and professionally.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Navigated multiple systems simultaneously for efficient information retrieval during live calls with customers.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Maintained accurate records of customer interactions using CRM software, ensuring seamless follow-up when needed.

Customer Service Specialist

Rogers communication
04.2015 - 08.2019
  • Managed high call volume while maintaining a courteous and professional demeanor.
  • Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer''s needs.
  • Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
  • Assisted customers in navigating online resources effectively, increasing their self-sufficiency when dealing with future inquiries.
  • Managed multiple communication channels simultaneously, including phone, email, and live chat support systems.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Completed necessary documentation accurately for each interaction, facilitating seamless communication between departments when needed.
  • Assessed individual customer needs with attentive questioning techniques, offering personalized recommendations based on their specific requirements.
  • Maintained up-to-date knowledge of industry trends and changes, providing valuable insights to both customers and team members alike.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Participated in cross-functional initiatives aimed at enhancing overall business operations and customer satisfaction levels.

QA Coach/Interviewer

BBM Canada
01.2013 - 02.2015
  • Mentored junior team members, increasing their knowledge and skills in quality assurance best practices.
  • Developed training programs for new hires within the QA department, ensuring they acquired the necessary skills and knowledge to succeed in their roles.
  • Ensured regulatory compliance of products by staying informed about industry standards and incorporating them into QA practices.
  • Developed comprehensive test plans and strategies for various projects, addressing all critical aspects of quality assurance.
  • Championed a culture of quality throughout the company by promoting QA best practices and emphasizing their importance in delivering superior products to customers.
  • Enhanced team collaboration with regular communication, fostering a positive work environment conducive to high performance.
  • Recorded, analyzed, and distributed statistical information.
  • Collaborated with cross-functional teams to develop and implement process and system improvements.

Customer Service Specialist

Bell mobility
02.2007 - 09.2012
  • Improved first-call resolution rates by actively listening to customer concerns and offering appropriate solutions.
  • Managed multiple communication channels simultaneously, including phone, email, and live chat support systems.
  • Increased efficiency of call handling by utilizing available resources such as scripts, FAQs, or knowledge base articles when assisting customers.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Upheld data security standards while documenting customer interactions within the company''s CRM system, ensuring accuracy and confidentiality.
  • Displayed a positive attitude and excellent problem-solving skills, which contributed to the overall success of the customer service team.
  • Achieved personal performance goals consistently throughout tenure as an Inbound Customer Service Representative.
  • Demonstrated flexibility by adapting swiftly to changes in product offerings or company procedures, minimizing disruption to the customer experience.
  • Sought out extra training opportunities to enhance customer relationship management abilities.

Education

Associate of Applied Science - Social Services Worker

CDI College Addictions And Community
01.2021

Personal Support Worker - Health Care Management

Toronto Health School
02.2010

Skills

  • Communication Skills
  • Adaptability
  • Problem-solving abilities
  • Active Listening
  • Critical Thinking
  • Analytical problem solving
  • Drive to succeed
  • CRM software proficiency
  • SAP Experience
  • Call management software
  • Proficient with Microsoft Excel,Outlook,Office
  • Call center experience

Languages

English
Native or Bilingual
Tagalog
Full Professional

Timeline

Retention Customer Service Representative

Single Point GI
08.2021 - 05.2024

Customer Service Specialist

Rogers communication
04.2015 - 08.2019

QA Coach/Interviewer

BBM Canada
01.2013 - 02.2015

Customer Service Specialist

Bell mobility
02.2007 - 09.2012

Associate of Applied Science - Social Services Worker

CDI College Addictions And Community

Personal Support Worker - Health Care Management

Toronto Health School

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