Summary
Overview
Work History
Education
Skills
Languages
Certification
Educationalandprofessionaldevelopment
References
Timeline
Generic
NATALIE CUMBERBATCH

NATALIE CUMBERBATCH

Blenheim,ON

Summary

I have over 10 years of Customer Service experience in both the banking and telecommunications field.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Customer Solution Specialist

Rogers
01.2021 - Current
  • Provide customer support for billing solutions, requests for account maintenance, price plan analysis, account renewals and product functionality
  • Provide proactive customer outreach, analyze their needs, and offer suitable solutions to ensure customer retention
  • Promote and develop sales strategies and approaches for various products and services (wireless and home-connected) while meeting KPI, Revenue Generation of 125%
  • Effectively handle customer complaints with a view to de-escalate up to 90%
  • Resolving issues and troubleshooting technical problems
  • Interpret, explain, and enforce company policies and procedures
  • Assists with the Rogers Co-Pilot Program which involves the training of new hires
  • Currently On the 2023 LDP Program – supported as in-charge for RPP/Loyalty team
  • Goal-Surpassing Metrics – Met or exceeded operational efficiency, revenue generation and customer satisfaction, achieving up to 105% on monthly scorecards
  • Distinguished as a top producer, achieving perfect scores of 100% for both CSAT (Customer Service) and SRR (Specialist Resolution) with an average of 11 surveys/month.

Vault Associate

RONA (Lowes Group)
01.2020 - 01.2021
  • Balanced main vault and cash registers
  • Ensured that cash limits were kept in line with company standards
  • Prepared deposits for courier
  • Investigated and reported cash differences
  • Prepared monthly cash reports
  • Liaised with customers and dealt with enquiries.

Teller/Customer Service Supervisor

FIRST GLOBAL BANK
01.2011 - 01.2017
  • Monitored and controlled the bank’s cash holdings according to updated POCA and AML regulations
  • Supervised the work of office, administrative and customer service employees to ensure adherence to quality standards, deadlines, and proper procedures in correcting errors
  • Strengthened employees with skills in handling difficult or complex problems, and in resolving escalated complaints or disputes
  • Delegated job duties and tasks to employees and arranged for training to be provided according to company policy
  • Evaluated employees’ job performance and conformance with regulations and recommended appropriate personnel action through the bank’s appraisal system
  • Researched, compiled, and generated reports, manuals, correspondence, and other information required by management and regulatory agencies
  • Coordinated activities with other supervisory personnel while merging with other work units and departments to achieve sales and audit targets
  • Recommended issues such as staffing decisions or procedural changes to management
  • Designed, implemented, and evaluated staff training and development programs, customer service initiatives, along with performance measurement criteria.

Collections Analyst

CLARO COMMUNICATIONS
01.2008 - 01.2011
  • Negotiated agreements and settlements within established guidelines
  • Gathered and presented resourceful information with a proven track record of obtaining client cooperation
  • Established effective rapport with debtors, responsible relatives, and other parties to obtain information
  • Generated reports and accurately accessed information on an online, real-time system
  • Generated financial ratios, using computer programs, to evaluate customers’ financial status
  • Reviewed individual or commercial customers’ files to identify and select delinquent accounts for collection
  • Evaluated customer records and recommended payment plans based on earnings, savings data, payment history, and purchase activity.

Education

Associate Of Commerce And Business Administration - Accounting

Academy of Learning Career College
Brampton, ON
04.2021

Skills

  • Business Administration Diploma
  • Solid Customer Service background
  • Strong negotiation skills and effective multi-tasking abilities
  • Detail and Solutions Oriented
  • Familiar with current office and business software including: SAGE 50 Accounting, Advanced Excel and Word, MS Outlook, QuickBooks, Bookkeeping

Languages

English
Full Professional

Certification

  • Hootsuite Platform Certified
  • Standard First Aid and CPR
  • LLQP Certified

Educationalandprofessionaldevelopment

Academy of Learning Career College, Business Administration Diploma, Demonstrated skills in the MS. Outlook and the entire MS. Office Suite (Excel, Word, PowerPoint, and Access), Project Management, Customer Service, Marketing and Sales, Bookkeeping, QuickBooks, Cost Accounting and Financial Accounting Levels 1 & 2

References

Available upon request

Timeline

Customer Solution Specialist

Rogers
01.2021 - Current

Vault Associate

RONA (Lowes Group)
01.2020 - 01.2021

Teller/Customer Service Supervisor

FIRST GLOBAL BANK
01.2011 - 01.2017

Collections Analyst

CLARO COMMUNICATIONS
01.2008 - 01.2011

Associate Of Commerce And Business Administration - Accounting

Academy of Learning Career College

Similar Profiles

CREATE PROFILE
NATALIE CUMBERBATCH