Mary-Lynn Mullin
Courtenay,BC
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
Customer Care Representative
Alight Solutions
03.2022 - Current
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Logged call information and solutions provided into internal database.
- Maintained and managed customer files and databases.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered prompt service to prioritize customer needs.
Business Development Specialist
Allianz Global Assistance
02.2015 - 01.2021
- Conducted regular meetings with [Type] clients to build positive and productive relationships.
- Planned marketing initiatives and leveraged referral networks to promote business development.
- Came up with detailed plans to enhance sales management and prioritize long-term business goals.
- Boosted sales [Number]% with development of positive customer relationships.
- Expanded customer base by identifying needs, developing solutions and delivering client-centered products.
- Used SalesForce to handle current portfolio and prospective leads.
- Maintained extensive knowledge of company products and services to provide top-notch expertise to customers.
- Built relationships with customers and community to promote long term business growth.
- Contributed to team objectives in fast-paced environment.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Presented professional image consistent with company's brand values.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Met existing customers to review current services and expand sales opportunities.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Recorded accurate and efficient records in customer database.
- Developed, maintained and utilized diverse client base.
Agency Services Representative
Allianz Global Assistance
06.2007 - 01.2015
- Maintained high customer satisfaction standards to meet or exceed targets.
- Handled customer issues with confidence, using complex problem solving to provide effective resolution.
- Suggested additional services to customers in order to meet upsell goals.
- Pleasantly greeted customers and asked open-ended questions to better determine needs.
- Followed up with customers to offer additional support and check resolution satisfaction.
- Suggested add-on services that would be helpful to customers and improve bottom line.
- Positively engaged with customers and maintained professional appearance as company representative.
Education
High School Diploma -
Port Credit Secondary School
Port Credit, ON05.1988
Skills
- Workload Planning
- Information Updates
- Project Management
- Training and Development
Timeline
Customer Care Representative
Alight Solutions
03.2022 - Current
Business Development Specialist
Allianz Global Assistance
02.2015 - 01.2021
Agency Services Representative
Allianz Global Assistance
06.2007 - 01.2015
High School Diploma -
Port Credit Secondary School
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