Nichole Dickens
Ajax,Canada
Summary
Customer-centric Call Center Representative recognized for extraordinary service, swift issue resolution and exceeding established call-per-hour targets. Brings 16 years of experience supporting wireless services. Provides consistent attainment of deadlines and 95% customer rating. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Daycare Assistant Teacher
Kids Campus Childcare
Ajax, Ontario
07.2022 - 02.2024
- Assisted in developing and implementing age-appropriate activities for children to learn new skills.
- Monitored children's behavior, providing guidance and direction when necessary.
- Provided a safe, secure and nurturing environment for the children.
- Planned and organized activities to meet the physical, emotional and social needs of the children.
- Collaborated with other staff members to ensure that all safety protocols were followed at all times.
- Provided individual attention to each child based on their needs using appropriate behavior management techniques.
- Developed and enforced positive strategies to encourage good behavior.
- Tutored and mentored school children to provide additional learning opportunities.
Client Support Specialist
Telus
Toronto, ON
09.2000 - 03.2018
- More than 16 years of experience working in a high-volume call center environment and maintaining large client databases.
- Researched, identified, and responded to client inquiries expeditiously, providing reactive and proactive customer support.
- Delivered a high level of service to clients in an effort to build upon relationships for the future.
- Diagnosed technical problems and communicated solutions to customers.
- Demonstrated a strong sense of ownership for customer issues, displaying empathy and maintaining productive dialogue throughout open requests.
- Extensive work from home, providing first-rate customer service.
- Ability to answer inquiries, orders, and complaints received through various mediums ( including but not limited telephone, email or in person
- Conducted regular follow-up calls with customers to ensure their satisfaction with services provided.
- Investigated unusual or complex customer requests and escalated them as necessary to higher levels of expertise within the organization.
- Accustomed to explaining policies and procedures to the public, redirected calls to the appropriate department for action, initiated service requests, and recorded related information.
Education
Business Administration
Centennial College of Applied Arts And Technology
Scarborough, ON05.1993
Skills
- Exceptionally well organized, assertive and self starter
- Excellent communication and interpersonal skills
- Impeccable ability to balance and multiple tasks simultaneously
- Excellent team worker who functions wells under pressure
- Extraordinary analytical and strategic planning skills
- Consistently take the initiative to solve and resolve problems
- Personable ; work effectively with a wide range of personalities
- Demonstrated the ability to work independently or with a group
- Technologically able to troubleshoot small computer; skilled use of various computer programs including Windows, Microsoft Office
- Flexible, dependable, punctual,assertive and professional
Technical Skills & Certifications
Expertise In
MS office Suite, MS Live Meeting, WebEx, Zoom, SharePoint.
Proficient in the use of Success Factors, Social Media, Talent Mapping and Complex Internet Searches
Knowledge of various related legislation eg. Human Rights Code, Employment Standards Act, Occupational Health and Safety Act, Child and Family Act and Mental Health Act. Leading Stars Recipient awarded for performing within the top 10%of the Customer Experience contact centre globally measured through external customer surveys, productivity contact and average revenue per call and TELUS values.
Timeline
Daycare Assistant Teacher
Kids Campus Childcare
07.2022 - 02.2024
Client Support Specialist
Telus
09.2000 - 03.2018
Business Administration
Centennial College of Applied Arts And Technology
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