Mercedes Fuller
Edmonton,AB
Summary
As a dedicated customer service professional, I prioritize maintaining high customer satisfaction and driving company success through effective communication and relationship-building. With experience handling a high volume of inbound calls, I excel at fostering strong customer relationships and resolving issues efficiently. Possess expertise in CRM systems, active listening, and multitasking, enabling me to deliver exceptional support and ensure seamless customer experiences.
Overview
9
9
years of professional experience
Work History
Customer Service Representative
NTT BPO
Toronto, ON
09.2022 - Current
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, educating donors on current appeals and relevant services
- Demonstrated excellent communication skills in resolving consumer complaints using a client centered approach
- Set up and activated customer accounts while making outbound calls to obtain account information
Payment Solution Advisor
Propel Holdings
Toronto, ON
01.2022 - 08.2022
- Identified past due accounts and contacted account holders to arrange payment.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Contacted customers and explained debt management to encourage timely debt payments.
- Processed payments and refunds quickly to maximize efficiency and meet performance targets.
Customer Service Representative
CSA Transportation
Toronto, ON
08.2021 - 05.2022
- Utilized comprehensive understanding of company offerings to effectively address and resolve customer complaints and concerns.
- Ensured prompt resolution of routine inquiries and service issues in a friendly manner.
- Maintained a track record of surpassing quality targets.
- Assisted priority customers in Company's operations.
- Streamlined operations using the Truckmate System.
- Collaborated with diverse teams within the company to effectively resolve customer issues and implement successful solutions.
- Managed large volume phone calls with high data entry accuracy.
- Resolved customer complaints related to service issues or delays.
Collections Agent
Bill Gosling Outsourcing
Newmarket, Ontario
09.2019 - 03.2020
- Maintained records of customer contact attempts and account updates in the database system.
- Locating and identifying delinquent customers through skip tracing methods.
- Created persuasive proposals highlighting services, costs, and benefits for potential customers.
- Diligently logged all customer interactions in the CRM system.
- Generated reports detailing collection efforts, aging balances, and outstanding balances for management review.
- Participated in weekly team meetings to discuss strategies for collecting overdue payments from customers.
- Followed BDC scripts and guidelines for inbound and outbound calls.
- Negotiated payment plans with customers based on their financial ability to pay.
- Identified opportunities for improvement within existing processes and proposed solutions accordingly.
Brand Ambassador
Ember Events
Brampton, Ontario
10.2017 - 04.2019
- Efficiently distributed promotional items including flyers, brochures, and relevant collateral.
- Successfully implemented initiatives to enhance customer engagement through brand awareness campaigns.
- Collected customer feedback for product development.
- Represented the company by setting up stations at vendor sites for sampling.
- Provided customer service support during promotional events or when needed.
- Created detailed reports summarizing sample results and findings.
- Analyzed and addressed customer reviews related to sampled products or services.
Cashier
Jamaica House Kitchen
Brampton, Ontario
06.2015 - 06.2017
- Managed purchase records, organized checkout area, and restocked supplies when required.
- Maintained vigilant verification of customers' legal age for purchasing alcohol.
- Demonstrated proficiency in operating the cash register by accurately processing payments made through a variety of channels such as cash, checks, credit cards, gift cards and automatic debits.
- Ensured accurate data entry into accounting systems by managing trial balances, reconciliations, and journal entries.
Education
Graduate Certificate - Medical Office Assistant
Oxford College
Scarborough, On01-2025
Diploma - Law Clerk Specialist
Trios College
Brampton, ON08-2018
Diploma - High School
Archbishop Romero Catholic Secondary School
Brampton, ON06.2016
Skills
- Team Collaboration
- Inbound and Outbound Calling
- Product Knowledge
- Regulatory Compliance
- Customer Support
- Problem Resolution
- Self-Direction
- Account Updating
- Multi-Task Management
- Customer Service
- Call Center Operations
- Order Processing
- Microsoft Office Expertise
- Creative Problem Solving
- Active Listening
- Microsoft Excel
- Shipping and Receiving Understanding
- Critical Thinking
- Data Collection
- Microsoft Outlook
- Data Entry
- Staff Training
- Microsoft PowerPoint
Timeline
Customer Service Representative
NTT BPO
09.2022 - Current
Payment Solution Advisor
Propel Holdings
01.2022 - 08.2022
Customer Service Representative
CSA Transportation
08.2021 - 05.2022
Collections Agent
Bill Gosling Outsourcing
09.2019 - 03.2020
Brand Ambassador
Ember Events
10.2017 - 04.2019
Cashier
Jamaica House Kitchen
06.2015 - 06.2017
Graduate Certificate - Medical Office Assistant
Oxford College
Diploma - Law Clerk Specialist
Trios College
Diploma - High School
Archbishop Romero Catholic Secondary School
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