Miriam Segal
Vaughan,ON
Summary
Dynamic customer service professional with over seven years of experience, excelling in warranty claims processing and conflict resolution. Proven track record of enhancing customer satisfaction and improving operational efficiency. Proficient in Quickbooks and Microsoft Office Suite, with a strong attention to detail and a commitment to delivering exceptional service. Seeking a new opportunity to help expand knowledge ad experience while maintaining customer satisfaction.
Overview
3
3
years of professional experience
Work History
Customer Service/Warranty Administrator
Country Wide Homes Ltd.
Concord, ON
02.2023 - 06.2023
- Coordinated and issued closing documents for 100+ customers, ensuring all necessary information was delivered promptly and accurately
- Managed scheduling of 50+ trades and service appointments per month, ensuring completion of warranty work within Tarion deadlines
- Acted as the liaison between customers and subcontractors, handling 20+ post-construction issues monthly with a focus on resolving warranty claims and service requests efficiently
- Successfully managed and resolved 95% of emergency service requests within 24 hours, maintaining a high level of customer satisfaction
- Processed and filed warranty documentation and claims, ensuring 100% compliance with regulatory standards, and contributing to an 85% repeat customer satisfaction rate
Scheduler and Customer Service Representative
The Bying Group
Vaughan, ON
09.2022 - 12.2022
- Scheduled and oversaw 20+ building renovations monthly, ensuring completion within agreed deadlines and meeting customer expectations
- Resolved client concerns and escalated issues, reducing customer complaints by 30% through timely follow-ups and efficient problem-solving.
- Managed vendor relations and coordinated 15+ trades daily, maintaining smooth project execution and minimizing delays
- Enhanced project documentation, improving record-keeping efficiency by 20%
Service Coordinator
All Professional Trades
Markham, ON
04.2021 - 05.2022
- Processed invoices and payments for 100+ clients and subcontractors monthly, improving billing accuracy by 15%
- Managed communication between vendors and clients, ensuring all service requests were completed on time, with a focus on reducing service delays by 25%
- Resolved customer concerns quickly, maintaining a high customer satisfaction rate through timely follow-ups and efficient problem-solving
- Contributed to continuous improvement efforts, proposing process changes that led to a 20% improvement in team efficiency
- Consistently met tight deadlines, thriving in a high-pressure environment
Collections Officer/Customer Service Representative
Bill Gosling Outsourcing
Newmarket, ON
06.2020 - 04.2021
- Consistently managed a high call volume, averaging 250+ inbound and outbound calls per day, ensuring 100% adherence to daily productivity targets. Handled calls in a fast-paced environment, coordinating with a team of colleagues to support operational goals and meet department KPIs
- Tracked the payment compliance of over 150 accounts monthly, reviewing detailed account histories and identifying trends in late or missed payments. Flagged 60% of accounts for non-compliance, initiating corrective action and follow-up calls, resulting in a 85% improvement in adherence to payment plans within 6 months
- Achieved a customer satisfaction rate of 95% based on post-call surveys and feedback, maintaining a calm, empathetic, and professional demeanor in high-pressure situations
- Implemented proactive customer service strategies, improving customer retention by 65% over a 3-month period. Developed personalized solutions to meet individual customer needs, resulting in an 85% reduction in late payment occurrences and a 95% increase in customer satisfaction scores
Education
BBA - (In Progress)
York University
Toronto, ONSkills
- Scheduling
- Data Entry
- Attention to Detail
- Office Equipment Use and File Management
- Proficiency in Quickbooks, Microsoft Office Suite, NAV / Newstar, and Alltrac
- Team Collaboration
- Emergency Response and Warranty claims processing
- Conflict Resolution
Affiliations
- Gardening
- Art
- Nature and Hiking
References
References available upon request.
Timeline
Customer Service/Warranty Administrator
Country Wide Homes Ltd.
02.2023 - 06.2023
Scheduler and Customer Service Representative
The Bying Group
09.2022 - 12.2022
Service Coordinator
All Professional Trades
04.2021 - 05.2022
Collections Officer/Customer Service Representative
Bill Gosling Outsourcing
06.2020 - 04.2021
BBA - (In Progress)
York University
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