Monika Bernolak
Barrie,ON
Summary
Dedicated customer service expert committed to providing outstanding support and effectively addressing customer issues. Proficient in understanding client requirements and creating a cooperative atmosphere to drive high satisfaction levels. Demonstrates reliability and flexibility in dynamic environments, supported by robust problem-solving, communication, and organizational capabilities.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Services Officer
Georgian College of Applied Arts & Technology
12.2024 - Current
- Delivered exceptional customer service by leveraging extensive knowledge of programs and services.
- Investigated and resolved customer inquiries and complaints with empathy and professionalism.
- Managed high inquiry volumes while maintaining composure and a professional demeanor.
- Educated customers on billing, payment processing, and support policies to enhance understanding.
- Maintained detailed records of client interactions for accurate future reference.
- Explained online self-help options, promoting additional support choices for customers.
- Supported colleagues during high-demand periods, fostering a strong teamwork mentality.
- Contributed to positive work environment through active participation in team meetings.
Web Services Analyst
Georgian College of Applied Arts & Technology
07.2004 - 12.2024
- Developed training materials and conducted system training for employees on WordPress, SharePoint, and Blackboard.
- Managed user permissions across college systems to ensure secure access.
- Tested multiple college systems and provided improvement recommendations to senior management.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Facilitated user experience methodology adoption through team mentorship, fostering a learning culture.
- Designed intuitive user interfaces by employing wireframing and prototyping tools.
- Conducted usability testing and analyzed data to drive user engagement improvements.
- Reduced support ticket volumes by addressing common issues identified in UX research.
- Established accessibility standards to enhance inclusivity in design across demographics.
Education
Post Graduate Diploma - Web Development And Production
Georgian College
Barrie2004
Skills
- Microsoft Office expertise
- SharePoint and WordPress expertise
- AppXtender and Banner expertise
- Collaborative teamwork
- Strong communication skills
- Empathetic approach
- Listening skills
- Problem-solving abilities
- Organizational proficiency
- Teaching experience
Certification
CUA #2010-2887 - Certified Usability Analyst,
Human Factors International
Timeline
Customer Services Officer
Georgian College of Applied Arts & Technology
12.2024 - Current
Web Services Analyst
Georgian College of Applied Arts & Technology
07.2004 - 12.2024
Post Graduate Diploma - Web Development And Production
Georgian College
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