NATALIE MORROW
Riverview,NB
Summary
Experienced customer service professional skilled in resolving complex issues and managing escalations. Proficient in adapting to new systems and thriving in remote settings while balancing high-volume workloads and meeting KPIs. Committed to continuous learning and growing within the company
Overview
21
21
years of professional experience
Work History
OMNI Support
Nordia
Moncton, Canada
04.2021 - Current
- Promoted to new department within company (OMNI support team) and relocated to New Brunswick.
- Processed escalation tickets in ServiceNow for complex billing or account issues, contacting customers to deescalate and negotiate resolutions.
- Resolved customer inquiries and complaints through management-level escalation.
- Mentored front line agents by guiding them on how to navigate work tools, company procedures, and how to effectively assist customers.
- Addressed escalations from store dealers, investigating and resolving discrepancies involving missing promotions, rate plans, and monthly costs.
- Managed number porting using DigiTEK ticketing system, outbound calls to customer to complete number transfer troubleshooting.
- Supported Executive Office agents with urgent complex billing issues, ensuring prompt resolutions.
- High level of success with KPIs, such as; touched cases per hour, first call resolution and ticket handle times.
- Adapted quickly to a rapidly changing work environment, learning and adjusting to new tools, policies, procedures, and processes.
National Channel Support
Nordia
Peterborough, Canada
09.2020 - 04.2021
- Promoted to a specialized support department and transitioned to full-time remote work.
- Managed high volume of inbound calls to assist customers.
- Resolved complex issues for dealer storefronts regarding sale orders, ensuring timely support.
- Corrected order errors by manually processing activations, improving order accuracy.
- Inbound calls from customers requiring the status of number transfers, billing inquiries and account information .
- Covered overflow queues to assist other departments in clearing queues during unexpected high volume incidents when in need.
- Handled high profile accounts with sensitive account information including large corporate accounts.
- Conducted credit evaluations and risk assessments, securely managing deposits to uphold compliance.
Technical Support
Nordia
Peterborough, Canada
11.2014 - 09.2020
- High volume inbound calls.
- Assisted customers with troubleshooting mobile devices including Apple, Android, and Windows OS.
- Conducted network troubleshooting for calls, SMS, and mobile data to resolve connectivity issues.
- Escalated complex network trouble tickets to ensure timely resolution.
- Provided guidance for setting up mobile devices to ensure proper functionality.
- Achieved high performance in KPIs, including handle time and customer feedback surveys (CSAT).
Customer Service Manager
Walmart
Peterborough, Canada
05.2012 - 11.2013
- Led team of 20+ cashiers, ensuring smooth daily operations and enhancing performance through effective guidance.
- Resolved product and consumer complaints using strong communication and problem-solving skills.
- Coordinated cashier shifts and coverage across multiple registers.
- Resolved product and consumer complaints, leveraging strong communication and problem-solving skills to improve customer satisfaction.
- Handled daily store closing duties, including balancing tills, securing the store, completing paperwork, and preparing for the next day’s operations.
Customer Service Representative
Teleperformance
Peterborough, Canada
09.2010 - 01.2012
- Assisted customers with billing inquiries, product information, and account management to enhance customer satisfaction.
- Maintained accurate customer and system account records to ensure reliable service delivery.
- Promoted to support small teams in achieving performance and KPI goals
- One-on-one coaching and guidance with team members, helping them with processes, customer interactions, and areas where they needed additional support.
- Performed call quality reviews to ensure company standards were met
Migrations Manager/Team Lead Customer Care
ICT
Peterborough, Canada
08.2005 - 09.2010
- Migration Manager for Rogers Wireline
- Migrated customer information to new database, ensuring account accuracy and safeguarding sensitive data.
- Led teams by providing guidance on policies, procedures, and program usage.
- Executed migration contract, facilitating smooth transition for customer accounts.
- Selected to be a pilot team assisting with new contract for Rogers Wireless Mobility Customer Care-Inbound team.
- Trained new employees for Customer Care frontline, establishing foundational knowledge for customer service team handling Rogers wireless inbound customer care team.
Education
Introduction to Business -
Fleming College
Peterborough, ONDiploma -
Thomas A. Stewart Secondary School
Peterborough, ONSkills
- Escalation management
- KPI achievement
- High-volume workload management
- Task prioritization
- ServiceNow/Singleview/NM1
- CRM & Customer Account Management
- Case & Ticket Management
- Customer Interaction Documentation
- Data Entry & Record Maintenance
- Independent & Remote Work
Timeline
OMNI Support
Nordia
04.2021 - Current
National Channel Support
Nordia
09.2020 - 04.2021
Technical Support
Nordia
11.2014 - 09.2020
Customer Service Manager
Walmart
05.2012 - 11.2013
Customer Service Representative
Teleperformance
09.2010 - 01.2012
Migrations Manager/Team Lead Customer Care
ICT
08.2005 - 09.2010
Introduction to Business -
Fleming College
Diploma -
Thomas A. Stewart Secondary School