Marlene Doherty

As a Super-User, I tested the new computer system being introduced to the 407ETR. I have a keen eye to detect and create a defect, so my IT partner can fix the issue. I helped resolved complex problems by working with other departments to provide solutions that meet customer needs. My expertise allowed me to create and facilitate the practice labs and Demos for Customer Operations.

As a Customer Service Representative, I answer inbound customer calls, investigate all issues accordingly, and troubleshoot to provide options to customers. I have excellent verbal and written communication skills, which allows m-e to educate customers with the goal to resolve their concerns without escalating further. I practice first call resolution with my Ulysses training. I won the 2018 SQM award for excellent customer service.

• Resolved complex problems by working with other departments to provide solutions that meet customer needs.

I provided exceptional customer service to prospective and existing customers to generate revenue through up-selling and cross-selling of 24PetWatch products. I was able to maintain and succeed the daily and monthly targets set by the management team.

I provided service to clients belonging to an elite credit card company. My superior customer service, professionalism, and expertise allowed me to assist with elite experiences. I accurately delivered results for their service requests in a timely manner. I consistently achieved and maintained sales targets and quotas to ensure the company’s success. I have been recognized numerous times for exceeding the goals and assisted colleagues to improve their statistics.

I managed an inbound/outbound call center. I directed and supervised the booking of diagnostic tests to ensure they were booked correctly and everyone followed the appropriate OHIP guidelines. I trained all new call center agents and medical receptionists. I provided them with the foundation knowledge to book appointments and provided the access and knowledge for additional contra-indications for the diagnostic appointments.

I oversaw the daily operations to maintain the aggressive service levels. With all my call center experience and skills, I was able to introduce call center metrics and lower the average speed of answer. I was able to increase both the confidence of booking staff and volumes booked while decreasing the number of errors. I was responsible for preparing and sharing daily, weekly and monthly reports to confirm that the call center was on track consistently. I was the winner of the 2011 ICSA Platinum Trainer of the year award.

I offered customized solutions and options while responding to questions or problems that were raised by the customer. I delivered excellent and professional customer service to the current and potential customers while having a friendly and courteous telephone manner. I strived to maintain my high standards of efficiency, punctuality and customer service.

As a Customer Care Support Co-ordinator, I supported up to 15 Customer Care Leaders. My experience of being a Customer Care Leader for many years, provided me the ability to provide the high-level support to enhance the leader’s roles. I helped prepare and set up incentives, organize and facilitate return to work training for agents and leaders. I created individual team newsletters on a monthly basis. I prepared daily, weekly and monthly statistical reports and analyzed sales statistics for possible trending or system issues.

I was also an active member on the Health and Safety Committee, Spirit and Customer Service Appreciation Committees. I won numerous awards such as 1998 Star Employee Award.

Runner Up for both the 2001 Spirit of Loyalty and 2007 Chairman of Excellence award.