Megan Agnew
Sydney,NS
Summary
Dynamic and results-oriented professional with a proven track record at Concentrix in enhancing customer satisfaction and streamlining operations. Excelled in appointment coordination and customer care, leveraging strong organizational skills and CRM software expertise. Recognized for exceptional communication and problem-solving abilities, significantly improving client relationships and operational efficiency.
Overview
5
5
years of professional experience
Work History
Appointment Coordinator
Quorum
New Brunswick
08.2024 - Current
- Demonstrated flexibility by adjusting schedules quickly in response to last-minute changes or requests from both clients and service providers.
- Regularly reviewed current processes for potential improvements, sharing insights with management for continuous optimization of the work environment.
- Coordinated appointments for multiple departments, ensuring optimal use of resources and time management.
- Directed telephone calls to appropriate parties.
- Streamlined appointment cancellations and rescheduling, minimizing disruptions to daily operations.
- Provided exceptional customer service, fostering positive relationships with both new and existing clients.
- Scheduled appointments for customers in person or over telephone.
- Assessed customer needs and responded to customer emails and calls.
- Called and rescheduled appointments for clients.
- Maintained up-to-date records of client information, ensuring accurate scheduling and contact details.
- Managed high call volume while maintaining professionalism and accuracy in appointment bookings.
Customer Care Representative
Concentrix
Glace Bay, NS
05.2021 - 07.2022
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Navigated multiple computer systems and applications to find information.
- Streamlined call response times for improved customer experience through effective communication techniques.
- Utilized CRM systems to accurately track customer interactions and update account information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Identified opportunities for upselling or cross-selling products during interactions, increasing revenue generation potential.
- 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.
- Investigated and resolved accounting, service and delivery concerns.
Customer Service Representative
Sydney Call Center
Sydney, NS
08.2019 - 12.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Education
High School -
Sydney Academy
Sydney, NS06.2017
Skills
- Strong Organization
- Client Relationship Building
- Call center experience
- Outbound Calling
- Appointment management
- Documentation
- Appointment Scheduling
- Follow-up skills
- Calendar scheduling
- Remote Work Capabilities
- Appointment Setting
- CRM Software
- Excellent phone etiquette
- Inbound calling
- Problem-Solving
- Attention to Detail
- Effective Multitasking
- Critical Thinking
- Computer Skills
- Data Entry
- Microsoft Office Suite
- Fast Learner
- Problem-solving abilities
- Reliability
- Excellent Communication
- Organizational Skills
- Team Collaboration
- Office Administration
Languages
English
Professional Working
Timeline
Appointment Coordinator
Quorum
08.2024 - Current
Customer Care Representative
Concentrix
05.2021 - 07.2022
Customer Service Representative
Sydney Call Center
08.2019 - 12.2020
High School -
Sydney Academy