Monica Werner
Vancouver,BC
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Knowledgeable and dedicated customer service professional with extensive experience in the service industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Rona
Burnaby, BC
08.2019 - 01.2021
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Recommended products to customers, thoroughly explaining details.
Senior Travel Agent
Maritime Travel
Coquitlam, BC
03.1996 - 05.2016
- Responded to clients' questions, issues, and complaints and found appropriate solutions when needed.
- Arranged travel accommodations for groups, couples, executives and special needs clients.
- Provided exemplary customer service to new and existing clients, which helped build lasting relationships and secure new travel assignments.
- Responded to clients' questions, issues and complaints and implemented appropriate solutions.
- Collaborated with colleagues to implement best practices across department and exceed team goals.
- Supervised payments via credit and debit cards and handled sensitive information with professionalism and discreteness.
Education
Certificate Program - Office Administration
Western Community College
Surrey, BC11.2022
Skills
- Efficient and Detail-Oriented
- Understanding Customer Needs
- Issue and Complaint Resolution
- Calm and Professional Under Pressure
- Upselling Products and Services
- Responding to Difficult Customers
- Upbeat and Positive Personality
- Customer Data Confidentiality
- Courteous with Strong Service Mindset
Timeline
Customer Service Representative
Rona
08.2019 - 01.2021
Senior Travel Agent
Maritime Travel
03.1996 - 05.2016
Certificate Program - Office Administration
Western Community College
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