LISA BRACKEN
Guelph,ON
Summary
Dynamic Senior Customer Service Representative with a proven track record at Quick Contractors, excelling in complaint resolution and quality assurance. Recognized for enhancing customer satisfaction through effective call control and active listening. Adept at training staff and fostering teamwork, consistently achieving performance metrics while maintaining composure under pressure.
Enthusiastic Senior Customer Service Representative with more than 8 years of customer service and order management experience adds value to business by providing outstanding customer service, engaging customers and building relationships with buyers. Exhibits strong command of company's customer service policies and remains well-trained in product knowledge to offer quick and accurate assistance to customers. Operates at high level to consistently meet or exceed business quality and productivity standards.
Overview
12
12
years of professional experience
Work History
Senior Customer Service Representative
Quick Contractors
11.2017 - 09.2025
- Implemented quality assurance measures that increased accuracy in information provided to customers during calls.
- Delivered exceptional service by consistently meeting or exceeding performance metrics for quality, speed, and accuracy.
- Assisted in training of new hires, sharing best practices and company policies.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Resolved customer inquiries efficiently, enhancing satisfaction and loyalty.
- Supported team members during peak periods by sharing workload and providing guidance when needed.
Product Packager
Frito-Lay
01.2014 - 02.2017
- Operated packaging machinery to ensure efficient and accurate product assembly.
- Oversaw workflow processes, optimizing production efficiency and reducing downtime.
- Trained new employees on safety protocols and standard operating procedures.
- Conducted quality control inspections to maintain compliance with industry standards.
- Handled fragile items with care, taking extra precautions during packing process to minimize potential for damage during shipment.
- Played a key role in reducing waste levels by identifying areas for improvement within the packing process and implementing necessary changes accordingly.
Education
Diploma - Health Administration
International Carer School Canada
Guelph, ON03-2015
Diploma - Administration
International Career School Canada
Guelph 03-2015
High School Diploma -
GCVI
Guelph, ON06-2009
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Call control
- Staff training
- Account management
- Credit card processing
- Call center experience
- Database research
- Email management
- Customer service
- Problem resolution
- Calm under pressure
- Understanding customer needs
- Teamwork and collaboration
- Customer relations
- Computer skills
- Microsoft office
Timeline
Senior Customer Service Representative
Quick Contractors
11.2017 - 09.2025
Product Packager
Frito-Lay
01.2014 - 02.2017
Diploma - Health Administration
International Carer School Canada
Diploma - Administration
International Career School Canada
High School Diploma -
GCVI