Maronny Flood-Land
Orangeville,Canada
Summary
Customer Service Representative with 15 plus years of contact center experience in ViOP telephone, email, chat, and face to face communication channels in the Telecommunications and Retail Fields.
I am a detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Overview
12
12
years of professional experience
Work History
Subject Matter Expert (AI Training Freelance)
Outlier AI
08.2024 - Current
- Interact with AI applications to determine usability and customer interface
- Provide feedback on issues related to customer interface and usability in LLM general applications via client specific feedback form.
Freelance Market Researcher
Various (Online Part Time)
05.2024 - Current
- Test products for various clients and provide feedback via survey tools and instruments
- Review concept pitches, advertisements, and online information and services for appeal, usability, and convenience
- Visit stores, restaurants, and banks to gather information on customer service (and product quality when relevant)
- Compile data into reports for client on experiences and feedback as needed
Lead Associate-Customer Care Representative/Mailroom Associate
NTT Data Solutions (Formerly Millennium One Solutions)
02.2017 - 04.2024
- Lead Associate supporting a team of 8 to 10 employees for 2 years.
- Manage customer calls and email correspondence for up to 5 different retail clients, including escalations and time sensitive issues
- Sort high volume incoming mail and scanned received documents into various databases for clients
- Payment processing and verification for cheque payments
- Package and Shipped Documents as required
- Perform Numeric and Alpha Numeric Data Entry as required
- Track time management for employee duties and pay hours
Customer Relations Associate/ Subject Matter Expert (Training Support)
Hinduja Global Solutions (HGS)
06.2013 - 02.2017
- Take between 20 to 30 calls per day from Canadian Cable and Wireless Customers dealing with a wide range of issues with an 85% success rate
- Maintain an average sales rate of 20% of value-added services for existing customers
- Successfully handled highly volatile customer issues while assisting on calls or taking escalations form new hires during on-the-job training
- Taught new and existing representatives on software, employment protocols, and conflict resolution techniques while acting as one-on-one support
- Provide information for issue resolution through online chat tools to other Representatives
- Ensure that new hires concerns and questions are addressed, while providing them with accurate and up to date information relating to the company and the client
- Solve customer problems by actively handling of customer disputes, complaints and ongoing issues in a respectful and timely manner
- Educate and inform customers by providing simple explanations of client billing practices, services, and payment options
- Provide information to customers about client services regarding cable television, internet, home phone products and plans
Education
Bachelor of Commerce -
Toronto Metropolitan University
Toronto, ON10.2004
Business Administration Human Resources 3 Year Diploma - undefined
Seneca Polytechnic
Toronto, ON06.2002
Skills
- Type 35 words per minute
- Experience with Microsoft Office: Including MS Outlook, MS Word, MS Excel, MS PowerPoint and MS Teams
- 6 years of experience with CSM and related systems
- Experience with Chat and Messaging systems
- Insurance Agent Training and Registration Completed- Licence number 25231705 Life Insurance and A&S Insurance Agent
- Training and mentoring
- Strong analytical skills
- Customer focus
- Strategic thinking
- Time management
- Teamwork and collaboration
- Multitasking Abilities
- Attention to detail
- Active listening
- Organizational skills
- Task prioritization
- Audit reporting
- Quality assurance
- Issue research
- Data analysis
- Idea development and brainstorming
- Conflict resolution
- Decision-making
- Process analysis
- Relationship building
- Problem-solving abilities
- Reliability
- Team leadership
- Effective communication
- Adaptability and flexibility
- Operational efficiency
- Self motivation
- Customer relationship management
- Goal setting
- Professionalism
- Strategic planning
- Time management abilities
- Inventory management
- Problem-solving aptitude
- Performance management
- Budget management
- Financial analysis
- Change management
- Key performance indicators
- Resource allocation
- Troubleshoot service issues
Languages
English
Native or Bilingual
Timeline
Subject Matter Expert (AI Training Freelance)
Outlier AI
08.2024 - Current
Freelance Market Researcher
Various (Online Part Time)
05.2024 - Current
Lead Associate-Customer Care Representative/Mailroom Associate
NTT Data Solutions (Formerly Millennium One Solutions)
02.2017 - 04.2024
Customer Relations Associate/ Subject Matter Expert (Training Support)
Hinduja Global Solutions (HGS)
06.2013 - 02.2017
Business Administration Human Resources 3 Year Diploma - undefined
Seneca Polytechnic
Bachelor of Commerce -
Toronto Metropolitan University
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